Sao Paulo, Brazil, Dec, 2019 -- Atento S.A. (NYSE: ATTO), a provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo’s payment solutions company.
Dimitrius de Oliveira, Atento Brazil Regional Director, said, "Achieving this award in the Customer Experience category reinforces our leadership position as providers of customer experience and recognizes our constant investment in people, processes and technology to offer the best customer experience solutions for the banking and financial services industry."
Atento developed an integrated multichannel solution for Stelo, including among others Intelligent Virtual Assistants (IVAs) for digital channels and an Interactive Voice Response (IVR) system. "This allows us to deliver and efficient and effective communication, regardless of the customer’s access channel. We also achieved a better service and process management, increased customer loyalty and integration with social media," adds Mr. Oliveira.
The integrated multichannel solution encompassed all of Stelo’s service channels: voice, site-integrated chat, whatsapp, social media and Reclame Aqui, for customer care, technical support and back office services. With this solution all employees can access the customer’s complete history.
The solution also includes SMS delivery to customers to follow up on their calls or other services offered by Stelo. The chat channel was enhanced with a bot service, evolving the IVA.
In addition, Atento put together a dedicated analysis and monitoring team focused on looking for improvement opportunities and proposing new solutions to optimize and facilitate end-customer service, including retention.
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: Monday, December 16, 2019
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