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Atento- Cognitive CX Services

Vendor Analysis

by Ivan Kotzev

published on Feb 05, 2020

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Report Overview:

This NelsonHall vendor assessment analyzes Atento's offerings and capabilities in Cognitive CX Services.

Who is this Report for:

NelsonHall’s Cognitive Customer Experience Services report on Atento is a comprehensive assessment of Atento’s offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of Atento cognitive customer experience services offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery sites.

Key Findings & Highlights:

Atento targets three next-generation services groups: high-value voice, integrated multichannel, and automated back-office. To deliver these offerings it launched Atento Digital, a business unit integrating the company's digital assets in omnichannel management, specialized services, and automation. In 2019, the company also launched a marketing transformation unit and language design team from Brazil.

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