NEW YORK, Nov. 8, 2018 /PRNewswire/ -- Atento
S.A. (NYSE: ATTO), the leading provider of customer relationship
management and business process outsourcing services (CRM/BPO) in
Latin America, and one of the five
top providers worldwide, announces that Frost & Sullivan, the
global consulting company specialized in growth strategies, has
identified Atento as the clear leader in contact center outsourcing
services in Latin America
according to its annual study, "Analysis of the Contact Center
Outsourcing Services Market in Latin
America and the Caribbean,
Forecast to 2023."
The same research, that Frost & Sullivan publishes each
November, identified that the contact center outsourcing services
market in Latin America and the
Caribbean attained $10.51 billion in revenue in 2017, the year
base.
In addition of being the leader at the regional level, Atento is
also the market leader in Brazil,
Argentina, Chile, Peru
and Mexico (in Mexico when considering the domestic
market1). In Brazil,
the largest market in the region, which accounts for nearly 40% of
the revenues in the continent, Atento's share reached 26.6% of the
total market in 2017, an increase of 1.9p.p. vs the previous year
and 12.3p.p. above its closest competitor. Atento also
experienced increases in market share in Argentina, Colombia and Chile.
When considering just the Latin American aggregated domestic
demand (domestic market and the LATAM-Shore segment), Atento's
market share reaches 23.7%, an increase of 1p.p. vs previous year
and 16.2 p.p. above its closest competitor. The aggregated domestic
demand accounted for $7.5 billion,
71.6% of the total market in 2017.
Atento is the
leader by market share in Latin America, Brazil, Argentina, Peru
and Chile1
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Latin
America
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Latin America-
Aggregated
Domestic
Demand
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Latin
America-
Shore2
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Brazil
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Mexico
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Argentina
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Peru
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Chile
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Colombia
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17.3%
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23.7%
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19.4%
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26.6%
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13.2%
[21.5%
(#1)1]
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19.0%
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32.4%
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27.5%
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8.5%
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(#1)
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(#1)
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(#1)
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(#1)
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(#1)
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(#1)
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(#1)
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(#4)
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1
Market share figures as stated in the "Analysis of the Contact
Center Outsourcing Services Market in Latin America and the
Caribbean, Forecast to 2023" annual study by Frost & Sullivan
(with the exception of the figures referring to the domestic market
in Mexico which is based in company estimations). The base year for
the analysis is 2017 and the forecast period is from 2018 to
2023
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2
Latin America-Shore business market share refers to revenue
generated by serving Latin American consumers from delivery centers
located in a different Latin American country, e.g., service
provider "X" serving Argentinean consumers from its delivery site
in Peru
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Alejandro Reynal, Atento's Chief
Executive Officer, commented, "Atento's sustained leadership
position in the Latin American contact center outsourcing services
market over the years is a direct result of our Company's
long-lasting client relationships, deep vertical expertise,
differentiated customer experience solutions and highly motivated
employees. In an increased digitalized environment, we contribute
to this leadership position by developing customer experience
solutions that enhance customer satisfaction and generate
competitive advantages to our clients." Mr. Reynal added "I would
like to thank all of our clients and employees for their ongoing
support which has helped us maintain the top position in this
regional market and its key geographies over the years."
Other takeaways from the Frost & Sullivan report
include:
- By vertical markets, telecommunications and banking and
financial services generated 66.5% of the market revenue, while
travel & hospitality, retail & consumer goods, healthcare,
and high-tech verticals are forecasted to experience the highest
growth rates in the forthcoming years
- The three technologies top of mind for contact center service
providers in 2017 were: 1) AI-based automation tools (including
RPAs and bots); 2) omnichannel systems; 3) big data analytics. Many
providers in the region are streamlining its value proposition
based on one or a combination of the above-mentioned solutions
- By service function, over half the market (52.6%) is comprised
by customer care activities, although back office, sales, and
non-voice BPO services are expected to experience the highest
growth rates in the forecast period
- By channel of interaction, voice accounts for the 84.4% of the
front office revenues in 2017, still the largest channel of contact
within the region, although it is expected to keep lowering its
market share gradually because of the migration to digital
channels, with social media and chat & web collaboration
expected to gain a larger portion of the pie in the forthcoming
years
- The increasing use of big data analytics focused on the
customer is allowing more context-rich interactions and a growing
efficiency in sales campaigns and increasing satisfaction levels in
customer care services
- As customers get progressively used to interact with automated
interfaces, live agents will increasingly perform more complex
tasks and transactions which require unique human
capabilities
Forward-Looking Statements
This press release contains
forward-looking statements. Forward-looking statements can be
identified by the use of words such as "may," "should," "expects,"
"plans," "anticipates," "believes," "estimates," "predicts,"
"intends," "continue" or similar terminology. These statements,
including as relates to the timing and payment of any dividends,
reflect only Atento's current expectations and are not guarantees
of future performance or results. These statements are subject to
risks and uncertainties that could cause actual results to differ
materially from those contained in the forward-looking statements.
These risks and uncertainties include, but are not limited to,
competition in Atento's highly competitive industries; increases in
the cost of voice and data services or significant interruptions in
these services; Atento's ability to keep pace with its clients'
needs for rapid technological change and systems availability; the
continued deployment and adoption of emerging technologies; the
loss, financial difficulties or bankruptcy of any key clients; the
effects of global economic trends on the businesses of Atento's
clients; the non-exclusive nature of Atento's client contracts and
the absence of revenue commitments; security and privacy breaches
of the systems Atento uses to protect personal data; the cost of
pending and future litigation; the cost of defending Atento against
intellectual property infringement claims; extensive regulation
affecting many of Atento's businesses; Atento's ability to protect
its proprietary information or technology; service interruptions to
Atento's data and operation centers; Atento's ability to retain key
personnel and attract a sufficient number of qualified employees;
increases in labor costs and turnover rates; the political,
economic and other conditions in the countries where Atento
operates; changes in foreign exchange rates; Atento's ability to
complete future acquisitions and integrate or achieve the
objectives of its recent and future acquisitions; future
impairments of our substantial goodwill, intangible assets, or
other long-lived assets; and Atento's ability to recover consumer
receivables on behalf of its clients. In addition, Atento is
subject to risks related to its level of indebtedness. Such risks
include Atento's ability to generate sufficient cash to service its
indebtedness and fund its other liquidity needs; Atento's ability
to comply with covenants contained in its debt instruments; the
ability to obtain additional financing; the incurrence of
significant additional indebtedness by Atento and its subsidiaries;
and the ability of Atento's lenders to fulfill their lending
commitments. Atento is also subject to other risk factors described
in documents filed by the company with the United States Securities
and Exchange Commission.
These forward-looking statements speak only as of the date on
which the statements were made. Atento undertakes no obligation to
update or revise publicly any forward-looking statements, whether
as a result of new information, future events or otherwise.
About Atento
Atento is the largest provider of
customer relationship management and business process outsourcing
(CRM BPO) services in Latin
America, and among the top five providers globally, based on
revenues. Atento is also a leading provider of nearshoring CRM/BPO
services to companies that carry out their activities in
the United States. Since 1999, the
company has developed its business model in 13 countries where it
employs 150,000 people. Atento has over 400 clients to whom it
offers a wide range of CRM/BPO services through multiple channels.
Atento's clients are mostly leading multinational corporations in
sectors such as telecommunications, banking and financial services,
health, retail and public administrations, among others. Atento's
shares trade under the symbol ATTO on the New York Stock Exchange
(NYSE). In 2016, Atento was named one of the World's 25 Best
Multinational Workplaces by Great Place to Work® for a fourth
consecutive year. For more information visit www.atento.com
Press relations
Maite Cordero
+ 34 91 740 74 47
atento.media@atento.com
Investor relations
Shay
Chor
+55 11 3293 5926
shay.chor@atento.com
Fernando Schneider
55 11 3779 0967
fernando.schneider@atento.com
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SOURCE Atento S.A.