Atento is likely one of the world’s main enterprise course of and transformation outsourcing firms and serves over 400 purchasers throughout 17 nations. With a workforce of 150,000 staff, Atento’s development has scaled with spectacular pace. Nonetheless, this fast growth introduced important challenges in sustaining consistency and effectivity throughout its world operations. To deal with these challenges, Atento turned to Avaya, leveraging the flexibleness and innovation of Avaya’s options to scale its setting seamlessly because the enterprise grew.
On the core of Atento’s challenges was issue managing the disparate applied sciences and buyer processes that emerged from their natural worldwide development. With out a strategic plan in place to create uniform and versatile environments and workflows, this development revealed limitations in how Atento delivers innovation to its clients. They wanted an answer that would not solely standardize their operations but in addition present the scalability and adaptability required to satisfy the varied wants of their world shopper base.
The Avaya Expertise Platform™ (AXP) – each private and non-private cloud deployment fashions – and its AI-driven capabilities proved to be the proper match for Atento’s wants. By implementing AXP throughout private and non-private clouds, Atento created a uniform, scalable infrastructure that may very well be tailor-made to the precise necessities of every shopper. This flexibility allowed Atento to optimize sources assigned to every market, decreasing complexity, and mitigating the geographic dangers of enterprise disruption that usually accompany such huge world scaling.
One of many standout points of Atento’s partnership with Avaya was the combination of AI and automation capabilities into their buyer engagement methods. Atento applied AI-powered Avaya Conversational Intelligence and digital assistants to deal with easy, routine inquiries, leading to a major discount in name dealing with occasions and post-call work for brokers. These AI-driven options not solely improved effectivity but in addition enhanced the standard of buyer interactions, resulting in a 65% enhance in conversion charges and a 5% enchancment in service high quality.
The standardization of processes throughout the globe was one other essential element of Atento’s transformation. By adopting a staged strategy to rolling out commonplace processes and configurations, Atento was capable of unify and align its world operations, decreasing prices and issues. This standardization, mixed with Avaya’s superior analytics instruments, enabled Atento to remodel huge quantities of information into actionable insights, additional optimizing their workflow, enterprise processes, and enhancing general buyer engagement.
Avaya’s options additionally empowered Atento to infuse new ranges of agility and effectivity into their operations. The deployment of AXP yielded tangible and constructive outcomes, together with a 20% discount in common name dealing with occasions, a 65% discount in after-call work, and a 30% enhance in crew productiveness. These enhancements not solely enhanced operational effectivity but in addition contributed to a 25% discount in attrition charges amongst name heart brokers.
Atento’s relationship with Avaya has essentially reworked its world operations, enabling the corporate to scale its infrastructure as its enterprise grew internationally. The pliability and innovation of AXP empowered Atento to satisfy the evolving wants of their clients, delivering distinctive buyer experiences whereas driving important effectivity positive aspects and value financial savings. As Atento continues to develop its world footprint, the continuing relationship with Avaya and its options will stay a key driver of its success, guaranteeing that the corporate stays on the forefront of buyer expertise administration and enterprise course of outsourcing.
By standardizing processes, integrating AI and automation capabilities, and leveraging superior knowledge analytics, Atento efficiently and effectively scaled its operations whereas sustaining excessive ranges of buyer satisfaction – a real testomony to the facility of innovation and collaboration in driving enterprise success on a world scale.
Go to Avaya’s web site for the total story of Atento’s profitable transformation.