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News : Atento Identified a Leader in the Latin American Contact Center Outsourcing Services Market

#contactcenterworld, @Frost_Sullivan

New York, NY, USA, Dec, 2019 -- Atento S.A. (NYSE: ATTO), a provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, announces that Frost & Sullivan, a global consulting company specialized in growth strategies, has identified Atento as the clear leader in the contact center outsourcing services in Latin America according to its annual study, "Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024".

This annual research, published by Frost & Sullivan every year, identified that the contact center outsourcing services market in Latin America and the Caribbean attained $10.41 billion in revenue in 2018, the year base.

In addition to being the leader at the regional level, Atento is also the market leader in Brazil, Mexico (domestic market), Argentina, Chile, Peru and Central America and the Caribbean (domestic market). 

Carlos López-Abadía, Atento´s Chief Executive Officer, commented "Atento's sustained leadership position in the Latin American contact center outsourcing services market reflects our long-lasting client relationships and unique value offering. We are advancing this leadership position by expanding our range of next generation services and solutions and incorporating advanced digital capabilities. As we double down on our digital and innovation agenda, we continue generating competitive advantages for companies and better experiences for consumers."


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Atento is the leader by market share in Latin America, Brazil, Argentina, Peru and Chile according to Frost & Sullivan

Additional key takeaways of the Frost & Sullivan report include:

The customer experience is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business's fate. This is shifting the way by which organizations interact with end-customers, paying less attention to cost-related variables (such as average handling time, or AHT), and focusing more on customer-related metrics (such as Net Promoter Score, or NPS). As a result, companies are increasingly defining incentives to the CCSPs4 based on metrics such as NPS and customer satisfaction.

New digital solutions, the intensive use of emerging technologies and service diversification are leading to a profitable business. Those CCSPs who can build a strong value proposition based on adding value rather than on price competitiveness are escaping from a margin-devouring price war.

Born-digital companies are a hot topic in the CALA CCO market. Most major CCSPs are looking to attain businesses with these fast-growing companies. Many providers are dedicating resources to acquire and manage businesses with born-digital organizations as these companies demand more agile responses from their providers, compared to what traditional clients expect.

#contactcenterworld, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Atento S.A.:
Company LogoAtento is one of the largest employers in Brazil, recognized in the country and the world as one of the Best Workplaces by the Great Place to Work Institute. The company has operations in six major Brazilian urban centers Sao Paulo, Rio de Janeiro, Salvador, Belo Horizonte, Porto Alegre, Goiania, and in the cities of Campinas, Sao Bernardo do Campo, Santo Andre, Sao Jose dos Campos, Santos, Ribeirao Preto and Feira de Santana. Additionally, Atento provides in-person services in more than 900 cities throughout the country. Atento is recognized in the CRM BPO sector in Brazil, providing the best customer experience through innovative solutions, its integrated multichannel platform and the investment in new technologies.
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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Monday, December 23, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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