Atento, a provider of customer relationship management and business transformation outsourcing (CRM/BTO) services, has announced the expansion of its portfolio of solutions aimed at companies that choose to keep their customer experience (CX) operations in-house, thus reinforcing their orientation towards the end customer.
With more than 25 years of experience in customer relationship management and operational transformation, the company now offers advanced technologies that improve efficiency, consumer experience and the performance of internal operations, always putting the customer at the center, in organizations of different sizes and sectors.
The initiative democratizes access to technological solutions that were traditionally used in outsourced operations, making it easier for each company to better manage each interaction with the customer. “Atento brings all its experience in BTO and democratizes access to advanced technological solutions in customer relationship management for those companies that keep their CX operations internalized,” says Pablo Sánchez, CMO of Atento.
The combination of customer experience consulting, artificial intelligence and automation applied to critical processes opens new opportunities for the company to expand its scope beyond its current customer base, improving every customer touchpoint. This offer reinforces Atento’s positioning as a strategic partner of those companies that consider the relationship with the customer as a fundamental asset and that seek to optimize each interaction with the customer, preferring to keep the management of their operations under their own control.
Portfolio of solutions to increase the efficiency of internal operations
Focused on automation, data analysis, artificial intelligence and management tools, Atento solutions have been developed to improve the customer experience and optimize the management of key performance indicators (KPI) in large-scale operations, contributing to greater customer value. Among the most notable are:
AI Agent Assist
AI-powered agent support solution that delivers real-time responses to streamline and improve the customer experience. By presenting the right information at the right time, you can better serve each customer need, reduce service time, increase resolution rates, and ensure brand consistency in every customer interaction. The tool is fully integrated, scalable and capable of turning each agent into a high-performance professional offering NBA (Next best action) and NBO (Next best offer) in every interaction with the client.
AI Advanced Insights
A platform that transforms complex data into useful information to modernize operations, optimize performance and strengthen the competitive advantage of the companies that use it, helping to better understand customer behavior. The solution directly contributes to metrics such as NPS and employee retention, while driving operational excellence in customer experience areas.
AI Agents
Technology that automates multichannel interactions—voice, text, and multimedia—maintaining a high level of personalization thanks to customer-centric hyper-personalization features. This solution reduces costs, optimizes workflows and provides strategic insights that accelerate growth and strengthen customer engagement and loyalty, improving the ongoing relationship with each customer, without the need for human intervention.
The tool is fully integrated, scalable and capable of turning each agent into a high-performance professional
“Thanks to consolidated processes, continuous investment in technology and its people- and customer-focused approach, Atento remains at the forefront of the evolution of customer experience operations and the business transformation of its clients, by influencing those companies that consider the relationship with the customer as a fundamental element and that, at first, have no intention of outsourcing it,” highlights Sánchez.
For years, contact centers were considered a necessary but expensive area within organizations. Its primary role was to resolve queries, manage complaints and provide support, without a direct connection to revenue generation. Today, that paradigm changed.
Thanks to the incorporation of artificial intelligence within Business Transformation Outsourcing (BTO) models, contact centers are evolving towards a strategic role: from being cost centers to becoming true value centers.
An AI-powered contact center becomes a value center by generating revenue, improving customer retention, and optimizing operational efficiency through automation and real-time data analysis.
The challenge is no longer whether to implement AI in the contact center, but how to do it strategically to maximize its impact. The AI Advanced Insights deployed by Atento analyzes customer behavior and allows responses to be adapted to the context, history and preferences of each user. Interactions are no longer generic and become personalized experiences that drive conversion and loyalty.
