Atento is evolving its solutions portfolio to provide a holistic digital services platform that delivers outstanding customer experience while driving customer operations
SANTA CLARA, Calif. — April 26, 2017 — Based on its recent analysis of the contact center outsourcing services market, Frost & Sullivan recognizes Atento Mexico with the 2016 Mexico Frost & Sullivan Market Leadership Award for earning the number one spot on the market leader board with shares of 16.9%. Atento has achieved this feat on the strength of its high-performing, end-to-end digital platform that powers customer operations at digital speed. The company’s customer centricity, transformational growth strategy, and performance management model are unique in the Mexican market and have given it a significant competitive edge.
Atento Mexico’s success in a difficult economic environment is the result of:
- Pursuing profitable growth
- Generating new businesses from existing clients
- Acquiring customers in key industries
- Tapping local and near shore opportunities
- Fostering relations with major clients by enlarging the type of services provided
The continuous development of a comprehensive business process optimization (BPO) solution portfolio has enabled Atento to position itself as the leading customer relationship management and BPO service provider in Latin America and among the top providers globally. Furthermore, it is internally aligning its team to deal with the new challenges of the digital transformation wave impacting Latin America.
“Atento Mexico directly collaborates with businesses to develop solutions that combine a device-agnostic omnichannel platform, leading-edge technology, analytical capabilities, and vertical specialization to offer the best customer experience in a digital era,” said Frost & Sullivan Research Director, Juan González.
The company’s digital solutions have several advantages that can help customers grow their business. These include:
- The extensive use of analytics, Big Data, and cognitive computing to gain insight to and continuously learn about customer needs
- A highly specialized consulting team with industry- and process-differentiated knowledge that focuses on understanding client issues and delivering business outcomes as opposed to just outputs
- A streamlined approach to solutions based on ideation, innovation, and running short-term prototypes, driven by user experience (UX) and analytics
The company has established a presence in 14 countries, employs more than 150,000 people, and has over 400 clients. Atento’s clients are mostly leading multinational corporations across diverse verticals such as telecommunications, banking and financial services, media and technology, health, retail, and public administration. In Mexico, it serves 40 leading brands in various economic sectors and has 15 customer relationship centers, the Americas Command Center, more than 9,500 workstations of installed capacity, and an innovation center for customer experience solutions.
“Atento Mexico sets itself apart by adopting an integrated approach based on clients’ objectives and its ability to measure the consumer’s vital parameters using a complete set of digital tools and processes,” noted Juan González. “Ultimately, it is focused on unlocking the potential of the customer’s journey with on-demand assistance and proactive, yet non-intrusive, analytics.”
Frost & Sullivan’s Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
Atento is the largest provider of customer relationship management and business process outsourcing (CRM BPO) services in Latin America, and among the top three 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
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