Sao Paulo, Brazil, July, 2017 -- Atento S.A. (NYSE: ATTO), a provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, launched Atento Digital, a newly created global business unit integrating all of the company´s digital assets to generate additional value for clients and drive growth across verticals and geographies. Atento Digital kicks off with the signing of a strategic partnership and acquisition of a minority stake in Keepcon, a provider of automated customer experience management based on semantic technology.
One of the first initiatives of Atento Digital has been the expansion of the Artificial Intelligence and automatization capabilities of its omnichannel platform using Keepcon semantic technology. The integration of this technology with Atento´s existing solutions allows to monitor, analyze and manage customer sentiment and needs through social media in real time.
Alejandro Reynal, Atento´s Chief Executive Officer commented "we live in the midst of a digital revolution that is having an impact on virtually every industry as well as the way companies operate and interrelate with their customers. At Atento we are turning the business disruption generated by this revolution into differentiated customer experience solutions generating competitive advantages for companies and increased satisfaction for consumers". Mr. Reynal added "Atento Digital will integrate our company´s existing digital assets and combine them with expanded capabilities through strategic partnerships and acquisitions to drive innovation and efficiency for our clients."
Commenting on the launching of Atento Digital, Mr. Reynal added "We are setting a new milestone in the successful trajectory of our company and advancing the execution of our growth strategy through the deployment of a mainstream digital offer. With Atento Digital we enhance our value creation capabilities for both companies facing digital transformation processes and born digital players".
David Cardoso, Atento Digital Global Director, commented "Atento Digital builds upon our company´s extensive experience as provider of digital services within our client´s value chain. With more than 1 million customer transactions managed by bots and 7 million automated chats in a year only in Brazil, we offer our clients simpler, faster and results-oriented services through digitalization." Mr Cardoso added "With a wide range of digital assets developed over the years and the expansion of digital capabilities though our partners, the creation of Atento Digital significantly strengthen our company´s commitment to drive customer experience in the digital age."
#contactcenterworld, @atentocorp, @Keepcon_en
Posted by Veronica Silva Cusi, news correspondent
Atento is an employer 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. Atento Group is recognized in the CRM BPO sector in Latin America, providing customer experience through solutions, its integrated multichannel / omnichannel platform and the investment in new technologies and added-value services. Strong expertise in CX, UX. Recently acquired integrally a company specialised in backoffice (/digital backoffices/rpas) and also an acquisition to expand our capabilities on collection (early/late).
Published: Wednesday, July 5, 2017
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.