MADRID, Nov. 7, 2019 /PRNewswire/ -- Atento S. A. (NYSE:
ATTO), the leading provider of customer relationship management and
business process outsourcing services (CRM/BPO) in Latin America, and one of the top five
providers worldwide, has signed a strategic collaboration agreement
in Spain with UiPath, a leading
software company in robotic process automation (RPA) technology, in
order to strengthen its value proposition and contribute to the
transformation of customer relationship processes through the
implementation of automation solutions. This strategic alliance
between the two companies shows Atento's firm commitment to
actively contribute to digital transformation in the area of
customer experience.
Applying UiPath's technology contributes to optimizing
operations by automating processes that can be carried out by
intelligent 'robots,' always with the aim of improving the end
customer experience. Atento will have access to advanced technology
that, applied to specific contact center processes, will allow
customer service professionals to carry out their daily activities
with greater efficiency, eliminating repetitive and tedious
processes. Instead, such processes will be handled by the 'bots'
they have trained themselves, which also learn continuously. The
projects in which Atento has implemented RPA technology to date
have managed to reduce the average handling time (AHT) by up to
25%.
According to José María Pérez Melber, Managing Director of
Atento EMEA, "Applying RPA technologies in the services offered by
Atento represents a great differential value in the sector and
positions us as a benchmark actor in the industry, allowing us to
increase the efficiency of company processes and improve the end
customer experience. Having UiPath as a strategic partner
reinforces our commitment to maximizing the benefits of digital for
our clients."
Atento's Center for Efficiency and Transformation
In
June of this year, the company launched in Spain its Center for Efficiency and
Transformation (CET), whose first project consisted of training 50
contact center agents in RPA programming. Industry trends point to
a significant increase in the automation of organizational
processes. According to the Deloitte Global RPA Survey, it is
estimated that 53% of companies are already involved in process
automation projects; a figure that will increase to 72% next year.
With this initiative, Atento is taking advantage of this market
opportunity to leverage the knowledge of agents who are in
continuous contact with the consumer and who know the processes
best, training them and putting them at the service of improving
operations through automation solutions.
About Atento Atento is the largest provider of customer
relationship management and business process outsourcing (CRM BPO)
services in Latin America, and
among the top five providers globally, based on
revenues. Atento is also a leading provider of nearshoring
CRM/BPO services to companies that carry out their activities in
the United States. Since 1999, the
company has developed its business model in 13 countries where it
employs 150,000 people. Atento has over 400 clients to whom it
offers a wide range of CRM/BPO services through multiple channels.
Atento's clients are mostly leading multinational corporations in
sectors such as telecommunications, banking and financial services,
health, retail and public administrations, among others. Atento´s
shares trade under the symbol ATTO on the New York Stock Exchange
(NYSE). In 2019, Atento has been named one of the World´s 25 Best
Multinational Workplaces and one of the Best Multinationals to Work
for in Latin America by Great
Place to Work®. For more information visit www.atento.com
Media relations
Maite
Cordero
+ 34 91 740 74 47
atento.media@atento.com
Investor relations
Shay
Chor
+55 11 3293 5926
shay.chor@atento.com
Fernando Schneider
+55 11 3779 8119
fernando.schneider@atento.com
View original content to download
multimedia:http://www.prnewswire.com/news-releases/atento-signs-a-strategic-agreement-with-uipath-to-strengthen-its-customer-process-automation-offering-300954084.html
SOURCE Atento S.A.