CX Outsourcing Case Study in Focus: Avaya and Atento

Rebekah Carter

Avaya helps Atento drive better CX

Avaya Insights Vertical Market
CX Outsourcing Case Study in Focus: Avaya and Atento

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. These innovative companies provide business leaders with access to more of the professional talent and support they need to stay ahead of customer demands.

Atento, 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 recent years, Atento has found customer needs and expectations are evolving, and they’ve turned to Avaya for help keeping up with demands.

Atento’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.

Let’s take a look at how Avaya and Atento are working together.

Responding to Evolving Customer Needs

For more than 2 decades, Atento has been delivering exceptional customer service solutions to ensure lasting bonds between consumers and brands. The global CRM and Business Process Outsourcing solution provider delivers tools to maximise every touchpoint in the customer journey.

According to Atento President, Michael Flodin, Atento takes pride in guaranteeing the best possible customer experience for clients. To deliver on this guarantee, the company needs to ensure it constantly has access to the best possible tools for innovation.

Atento 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 company’s unique approach to customer engagement incorporates a range of customer journey management and high-value solutions, supported by an innovative digital landscape.

According 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 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.

Unlocking Intelligent CX Functionality

According to Flodin, practically every company is using some form of artificial intelligence at this point. The technology has become a crucial element of overall transformation for many companies, and the rising demand for contact centre opportunities. However, many companies have struggled to get the most out of the promise of AI.

Atento wanted to make sure it was deploying AI in an intentional and meaningful way, to generate real results and ensure efficiency gains. The transcription abilities within the Avaya Conversational Intelligence solutions have been transformative for this instance.

Avaya’s Conversational Intelligence has is allowing Atento to ensure measurable increases in customer satisfaction scores. 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 company has also begun to experiment with transcription services to replace one client’s NPS program. 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.

This allows supervisors to interject during interactions rather than waiting for survey results to learn more about customer experiences and expectations. The result is a more immediate outcome, and improved overall experiences during the customer journey.

Flodin 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. For instance, the company can now take condensed versions of various transcribed conversations and move them into the note section of the client’s CRM data, reducing tasks after calls by 65%.

The brand is also using transcription services to replace a client’s NPS program, minimizing the need for complex surveys, and focusing more on the actual conversations as they happen in real-time.

Unlocking New Opportunities for Atento

Using Avaya’s OneCloud approach, Atento was able to create a range of public and private cloud environments for its communication platform. Avaya’s solution is designed to be a more flexible cloud solution, giving users more choice over how and where they access the solution.

When talking about the partnership, Flodin said for most companies, it’s no longer a question of whether they need to move to the cloud, but how exactly they’re going to leverage the technology. However, it was important for the Atento brand to have freedom of deployment, allowing for more hybrid opportunities alongside standard cloud environments.

Using Avaya OneCloud, the Atento team was able to roll cloud technology into 12 lines of business in a period of four months. After a couple of months of fine tuning this solution, the company also added AI transcription services on top.

From a geographical standpoint, OneCloud was also able to provide significant operational benefits, particularly as Atento planned to launch operation in new countries. Avaya allows Atento to use the OneCloud solution as the circuit for launching their service within a couple of days, accessing far more flexibility for moving calls around.

The blended approach also enables Atento to move away from the CAPEX model for its payments into an OPEX approach, which allows for much more significant levels of flexibility, both on a financial and operational level. There are significant night and day differences between the previous ownership model of the brand, which required significant sacrifice, and the cloud consumption model which builds on inherent flexibility.

According to Flodin, with Avaya, they don’t need to come up with huge amounts of capital to implement new capabilities or start a new centre. Instead, they can simply pay for services based on how many people are interacting on the platform every day.


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