The NGS enable outstanding CX by leveraging a powerful
combination of best-of-breed technology and highly trained human
talent
SAO PAULO, Brazil, March 9, 2021 /PRNewswire/ -- Based on its
recent analysis of the Latin American customer experience (CX)
outsourcing services market, Frost & Sullivan recognizes Atento
with the 2021 Latin American Product Leadership Award for its Next
Generation Services (NGS). It supports organizations that wish to
offer value throughout the customer life cycle by presenting them
with skilled human resources and best-of-breed technologies. Its
NGS enable a continual flow of integrated and orchestrated digital
channels for a seamless CX while automating the back office to
create an optimized and hassle-free customer journey.
NGS comprise three main offerings: high value voice (HVV),
integrated multichannel (IM), and automated back office (ABO).
Through high value voice, it provides skilled and trained agents,
assisted by technologies such as AI, robotic process automation
(RPA), and analytics. These services solve complex problems to
create an enhanced end-user experience. The integrated multichannel
includes a full range of orchestrated and integrated digital
channels that ensure consistently high levels of CX by preserving
the interaction's context, regardless of the number of contacts or
channels used by the client. Automated back office goes beyond
front-end customer processes and automates the back office so
clients can provide end-to-end CX.
"Atento continuously invests in AI, speech analytics, natural
language processing (NPL), automatic learning, and virtual
assistants to create a high-value self-service ecosystem for
clients," said Juan Manuel González, Research Director. "Although
several leading CX enablers use similar technologies, Atento stands
out for deploying AI and other cognitive tools to offer sentiment
analysis and provide context to customer interactions. Furthermore,
it applies data science to improve business outcomes and employee
productivity."
Another distinctive quality of Atento is its approach towards
innovation. It became ISO 56002-certified for innovation management
in July 2020, making it the first
company in the customer relationship sector to earn this
distinction. Going forward, it aims to make operational
improvements to accelerate the transformation of core operations
and optimize costs. It will also focus on leveraging strategic
partnerships to expand within high-growth verticals like retail,
eCommerce, technology, and healthcare.
"In the medium to long term, Atento plans to continue innovating
in key strategic areas, such as providing products and services
powered by customer analytics and data, self-service solutions, and
improved service tools for mobile customer service. It will also
encourage customers to adopt AI to harness personalization and
blend new technologies such as Blockchain and IoT into the customer
journey," noted González. "Overall, its solutions enable clients
across industries to employ CX as a differentiator and strengthen
their brands."
Each year, Frost & Sullivan presents this award to the
company that has developed a product with innovative features and
functionality that is gaining rapid market acceptance. The award
recognizes the quality of the solution and the customer value
enhancements it enables.
Frost & Sullivan Best Practices awards recognize companies
in a variety of regional and global markets for demonstrating
outstanding achievement and superior performance in areas such as
leadership, technological innovation, customer service, and
strategic product development. Industry analysts compare market
participants and measure performance through in-depth interviews,
analysis, and extensive secondary research to identify best
practices in the industry.
About Frost & Sullivan
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Contact:
Claudia Toscano
P: 12104778417
E: Claudia.toscano@frost.com
About Atento
Atento is one of the five largest global providers for client
relationship management and business process outsourcing services
nearshoring for companies that carry out their activities in
the United States. Since 1999, the
company has developed its business model in 13 countries with a
workforce of 150,000 employees. Atento has over 400 clients for
which it provides a wide range of CRM/BPO services through multiple
channels. Its clients are leading multinational companies in the
technology, digital, telecommunications, finance, health, consumer
and public administration sectors, amongst others. Atento trades
under ATTO on the New York Stock Exchange. In 2019 Atento was
recognized by Great Place to Work® as one of the 25 World's Best
Multinational Workplaces and as one of the Best Places to Work in
Latin America. For more
information www.atento.com
Media Relations
press@atento.com