Atento S.A. (Atento) provides customer relationship and business process outsourcing (CRM/BPO) services.
The company offers a comprehensive portfolio of customer relationship management and business process (CRM BPO) solutions for a company's customer journey, including sales, customer care, technical support, collections, and back office. The company delivers end-to-end solutions across the customer lifecycle that generate higher value for client companies and better experiences for their cons...
Atento S.A. (Atento) provides customer relationship and business process outsourcing (CRM/BPO) services.
The company offers a comprehensive portfolio of customer relationship management and business process (CRM BPO) solutions for a company's customer journey, including sales, customer care, technical support, collections, and back office. The company delivers end-to-end solutions across the customer lifecycle that generate higher value for client companies and better experiences for their consumers by combining the power of technology and the human touch. The company's customized end-to-end solutions provide an improved experience for its clients' customers, create stronger customer relationships that reinforce its clients' brand recognition and strength, and enhance its clients' customer loyalty. The company's individual activities and solutions are delivered across multiple channels, including digital (SMS, email, chats, social media and apps, among others) and voice, and are enabled by process design, technology and intelligence functions.
The company works with market leaders in telecommunications, banking, financial services, and multisector, which for it consists of the consumer goods, services, public administration, healthcare, transportation, technology, and media industries.
The company operates in 16 countries worldwide and organize its business into the following three geographic markets: Brazil, Americas, excluding Brazil (Americas) and EMEA.
Strategy
The company focuses on its clients' needs and, therefore, developing and delivering value-added, multi-channel services and solutions is an absolute priority for it. The company will continue evolving its service offering to best serve its clients, consistent with the company's Three Horizons Plan, and driving a culture of innovation and transformation.
The company has been leveraging Atento's strong brand and reputation to attract more tech, born-digital and healthcare clients, as well as other high-growth companies, to establish a stronger and more profitable growth trajectory.
Sales Excellence: The company is highly focused on the relationships it has with its client base and considers it to be a key competitive advantage. The company is implementing a new sales model that helps it manages global customer accounts and further penetrate the high-growth area of the CRM BPO market. The company's commercial team is responsible for End-to-End client lifecycle, namely new sales to new clients, account development, scope changes, renewals, driving increases in sales through a War Room model and a compensation model focused on profitable growth. Prioritizing strategic product sales among current and future clients will be main focus of Atento, to ensure the right product portfolio at each of the company's customers, a key lever to drive healthy growth in future.
Next-Gen Services and Digital Acceleration: The company is accelerating its move into next generation services to ensure Atento remains competitive in an evolving digital world. The company is focusing on three key service offerings with significant current and future market potential.
High Value Voice: The company maximizes its client´s high-value processes by providing highly skilled agents, assisted by AI and analytics technologies that optimize decision making or complex problem solving. As a result, the company provides memorable experiences to end-customers.
Integrated Multichannel: Is a full range of orchestrated and integrated digital channels (Automated and Agent-Led) that deliver a unique and seamless customer experience. Integrated multichannel provides a far richer experience than the one delivered by each channel in isolation.
Automated Back Office: The company goes beyond front-end customer processes to automate its client´s back office. By shortening the time it takes to manage all those tasks behind the scenes, the company boosts its client's efficiency and ensures an exceptional end-to-end customer experience.
The company is also focusing on four next-generation digital capabilities:
Artificial Intelligence and Cognitive Technologies: The company is using Artificial Intelligence and cognitive technologies to deliver sentiment analysis and more humanized customer interactions. For example, the company is providing journey mapping, planning, and design, development and implementation of front- and back-office Robotic Process Automation (RPA), intelligent Interactive Voice Response (IVR) and virtual assistants, chatbots and voice bots, document management automation and orchestration, Optical Character Recognition (OCR)/ Intelligent Character Recognition (ICR), Natural Language Processing (NLP)/ Natural Language Understanding (NLU) and sentiment analytics, Machine Learning (ML) and Artificial Intelligence (AI), and function-specific automation in marketing, collections, and credit management. The company also offers conversation design and communication persona creation.
Analytics: As experts in end-to-end customer relationships management, the company uses Data Science to improve business efficiency by generating value through Data, developing predictive analyses that generate insights that maximize clients' businesses, mitigate risks, increase retention in self-service channels, minimize recall and complaints, and increasing First Call Resolution (FRC). The company's Analytica value proposition is focused on business performance (e.g., propension models and people analytics), cost reduction per interaction, and machine learning to empower AI platforms.
Automation: The company automates the redundant work of back- and front-office activities to improve efficiency and customer experience. The company's value proposition for BPA (Business Process Automation), through its wholly-owned company Interfile, includes business process management (document capture, verification, analysis, fraud prevention, etc.), process control and productivity, agility and efficiency, and assertive demand sizing. The company also has entered a partnership with UiPath to enhance its automation capabilities and train traditional contact center agents as Blueprism programmers.
Customer Experience Process Consulting: The company optimizes customer journeys and business processes to provide differentiated CX. As a third-party provider, the company performs a complete mapping of the end-customer journey, processes that generate a better and more optimized brand experience, maximizing customer retention, resolution effectiveness, conversion (in terms of sales) and a complete vision of the service users of a brand. The company develops the Language User Interfaces, considering a value proposition based on Traditional IVR for Humanized IVR and VDA, as well as bots to achieve higher retention levels. The company creates language for conversational interfaces based on a brand´s persona, dynamic and progressive navigation, propensity analysis, NLP and applied AI.
New Growth Avenues: Building upon stronger foundations to unlock and accelerate new growth. The company's third horizon for change is to advance in new growth avenues that relate to the way it expands its business in the highly attractive markets, such as the U.S. and other potential geographies. The company will also accelerate its penetration of high growth/margin verticals and segments, such as retail/e-commerce, high-tech/new economy or healthcare, and improve the way the company makes use of strategic partnerships and initiatives to accelerate its growth strategy (selective carve-outs in high-growth verticals and capability building via acquisitions). A key sector to drive growth is born-digital companies. These companies are not only a key target in the short-term, and will also lead Atento's future growth, as they are focused on driving their own growth.
Clients
The company's longstanding, blue-chip client base spans a variety of industries and includes Telefónica, BBVA, Samsung, Facebook and Itaú, among others. The company's clients are leaders in their respective industries and require best-in-class service from their outsourcing partners. The company serves clients primarily in telecommunications, financial services and multisector, which includes consumer goods, retail, public administration, healthcare, travel, transportation and logistics, and technology and media. For the year ended December 31, 2022, the company's revenue from clients in telecommunications, financial services and multisector represented 31.6%, 25.5% and 42.9% of total revenue.
As of December 31, 2022, the company's client base consisted of over 400 separate clients. The company has diversified its client base by sources of revenue. For the year ended December 31, 2022, the company generated 31.7% of its revenue from Telefónica Group companies.
Trademarks and Trade Names
The company's trademarks as 'Atento', which is protected under applicable intellectual property laws and is the property of the company or its subsidiaries.
History
Atento S.A. was founded in 1999. The company was incorporated under the laws of Luxembourg in 2014.
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