The result is a more immediate outcome, and improved overall experiences during the customer journey.įlodin noted the Atento company achieved some amazing results from the investment in Avaya almost straight away, and the solution has also allowed for new operational benefits to emerge too. This allows supervisors to interject during interactions rather than waiting for survey results to learn more about customer experiences and expectations.
QUE ES ATENTO CALL CENTER DRIVERS
This AI functionality also evaluates language and voice inflections to quantify more significant next-level drivers of customer satisfaction such as opinions, attitudes, and emotions. The company has also begun to experiment with transcription services to replace one client’s NPS program. At the same time, the solution automatically transcribe voice conversations into searchable formats, to capture conversations, support more demanding in-call applications, and boost agent productivity more accurately with reduced after-call tasks. The transcription abilities within the Avaya Conversational Intelligence solutions have been transformative for this instance.Īvaya’s Conversational Intelligence has is allowing Atento to ensure measurable increases in customer satisfaction scores. However, many companies have struggled to get the most out of the promise of AI.Ītento wanted to make sure it was deploying AI in an intentional and meaningful way, to generate real results and ensure efficiency gains. The technology has become a crucial element of overall transformation for many companies, and the rising demand for contact centre opportunities. Unlocking Intelligent CX FunctionalityĪccording to Flodin, practically every company is using some form of artificial intelligence at this point. To respond to ever-changing needs in the CX landscape, Atento introduced new levels of efficiency, agility, and intelligence to its ecosystem, using Avaya cloud telephony, Avaya contact centre tools, and Avaya’s Conversational Intelligence platform. The company’s unique approach to customer engagement incorporates a range of customer journey management and high-value solutions, supported by an innovative digital landscape.Īccording to Atento, in an age of rapid transformation and change, it’s the goal of the brand to be the resource customers can always come to do meet the needs of end users. To deliver on this guarantee, the company needs to ensure it constantly has access to the best possible tools for innovation.Ītento believes an exceptional combination of technology, solutions and people is the secret sauce to delivering unique experiences delivering better value for consumers and customers. The global CRM and Business Process Outsourcing solution provider delivers tools to maximise every touchpoint in the customer journey.Īccording to Atento President, Michael Flodin, Atento takes pride in guaranteeing the best possible customer experience for clients. Responding to Evolving Customer Needsįor more than 2 decades, Atento has been delivering exceptional customer service solutions to ensure lasting bonds between consumers and brands. Let’s take a look at how Avaya and Atento are working together. In recent years, Atento has found customer needs and expectations are evolving, and they’ve turned to Avaya for help keeping up with demands.Ītento’s partnership with the communication leaders at Avaya has allowed for the use of AI and contact centre solutions which strengthen relationships between companies and clients.
QUE ES ATENTO CALL CENTER PROFESSIONAL
These innovative companies provide business leaders with access to more of the professional talent and support they need to stay ahead of customer demands.Ītento, one of the top business process outsourcers in the world right now, operates in 16 countries worldwide, and helps the companies within those landscapes to deliver better levels of support their end users. In a world where customer service is still the number one differentiator for any brand, Business Process Outsourcing (BPO) companies offering CX services can help staff stay ahead of the curve.
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