The NGS enable outstanding CX by leveraging a powerful combination of best-of-breed technology and highly trained human talent
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.
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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.”
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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.
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