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News : Voice remains the preferred channel for consumers to engage with brands

#contactcenterworld, @atentocorp

Madrid, Spain, March 16, 2020 -- On the occasion of the International Consumer´s Day, Atento, a provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, reveals the main trends and changes in consumer habits in its relationship with brands, according to the latest data collected by the company. These data show that digital channels already represent a significant volume of interactions, which drives companies to focus on multi-channel integration to offer the best Customer Experience.

However, voice remains the primary channel for consumers to engage with brands, now assisted by human assistants and bots. Likewise, there is a need to take advantage of data analytics and artificial intelligence to provide high-value voice services.

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In recent years, the changes in business, the expansion of digital technologies, and constant variations in the global economy have caused a profound acceleration of transformations in customer behavior. Consumers used to be more passive, and brands had fewer ways to connect with customers. Nowadays, users are using new platforms and methods to communicate (social networks, applications, bots and chats) and are obtaining information in different ways and channels, demanding speed and consistency in responses. In this context, voice continues to be the main channel used by consumers to contact brands today, although there is an increase in the choice of digital channels when communicating with them.

According to Gartner's predictions, the market for Customer Management BPO services will continue to evolve with the rapid growth of the digital and automation solutions offer, with virtual assistants, artificial intelligence and advanced predictive analytics. Atento's vision is that, in the future, costumer relations will demand a balance between human and automated (bots), relying on analytical technology to offer hyper-personalized experiences based on trust and transparency.

The latest data collected by the company reveals that users continue to focus on traditional channels, with calls being the preferred method of contact for most of them. Of the more than 2 billion interactions they received in 2019, more than 1,800 million were made through telephone contact by human assistants and bots. The remaining 200 million correspond to digital channels, highlighting the strong growth of social networks, chats and instant messaging via WhatsApp, which accounted for 50 million interactions in this same period. Of the global volume of activity carried out in 2019 by Atento, the one corresponding to Back Office tasks stood out, which involved more than 32 million managements.

#contactcenterworld, @atentocorp

Posted by Veronica Silva Cusi, news correspondent
Source: Atento


About Atento:
Company LogoAtento is one of the top 5 customer relationship management (CRM) and business process outsourcing providers (BPO) in the world and leader in Latin America. With a footprint in 14 countries, we have almost 100 customer service locations with +150k employees. Atento provides services to +400 clients, mostly multinational corporations leading different sectors including telecommunications, banking, financial, among others. In 2019, we were ranked by Great Place to Work® as one of the top 25 best companies to work for worldwide. Atento’s shares trade under the symbol ATTO on the New York Stock Exchange (NYSE)
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Today's Tip of the Day - Understand The Team

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Published: Wednesday, March 18, 2020

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2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
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.


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Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

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Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
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