Atento

Atento is a global provider of customer relationship management (CRM) and business-process outsourcing (BPO) services, including customer care, sales, collections, back office and technical support.[1] Atento is the largest provider in Latin America, and among the top five providers globally, based on revenues.[2] The Company tops the Latin American market with 17.3% market share at the regional level according to Frost & Sullivan.[3] Atento's CEO is Carlos López-Abadía.[4]

Atento
Société Anonyme
Traded asNYSE: ATTO
IndustryBusiness Process Outsourcing
Founded1999
Headquarters
Luxembourg 
,
Spain 
ServicesCustomer Care, Sales, Credit management, Back Office, Service Desk, Technical Support
Number of employees
154,000
Websitehttp://www.atento.com

Since 1999, the company has developed its business model in 13 countries where it employs 150,000 people.[5] Atento has over 400 clients to whom it offers CRM/BPO services through multiple channels. Atento's clients are mostly multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others.

The company trades under the symbol ATTO on the New York Stock Exchange (NYSE) and operates through three segments: EMEA, Americas and Brazil.[1]

History

In 2000, Atento was launched in Spain, when Telefónica grouped its call center business in Spain and other Latin American countries into a subsidiary business unit.[6]

Sale and flotation

On October 2012, Telefónica agreed to sell Atento to Bain Capital for $1.3bn. Under the terms of the deal, Atento would continue to provide services to the Telefónica Group for at least nine years after the agreement.[7]

In September 2014, Atento announces launch of Initial Public Offering (IPO).[8][9][10] In October, the company filed with the U.S. Securities and Exchange Commissions for a $300 million IPO. Atento hired the investment-banking units of Morgan Stanley & Co (MS.N), Credit Suisse Group AG CSGN.VX and Brazil's Itaú Unibanco Holding SA (ITUB4.SA) to handle the transaction.[11]

December 11, 2014. Atento announced the sale of its operations in the Czech Republic to Comdata SPA [12][13]

Operations command centers and customer experience centers

In 2015, Atento opened operations command centers in Sao Paulo, Mexico City and Madrid, centralizing the management of over 80 customer relationship centers located in more than 10 different countries.[14] Also that year, the company opened its first customer experience solutions center in Mexico, dedicated to innovation, experimentation and the development of new solutions.[15]

Atento Digital

In 2017 took place the launch of Atento Digital, the company's business unit focused on driving growth for clients across verticals and geographies through the integration of all of Atento's digital assets.[16]

Locations

Atento has 93 contact centers in 13 countries: Argentina, Brazil, Chile, Colombia, El Salvador, Guatemala, Mexico, Morocco, Panama, Peru, Puerto Rico, Spain, United States and Uruguay.[5]

Acquisitions and Partnerships

In 2016 Atento acquired a majority stake in R Brasil Solucoes to expand collections and digital collections capabilities.[17]

In 2017 the company announced an agreement to acquire a majority stake in Interfile to expand back office automation and credit origination capabilities. Interfile is a provider of BPO services for large clients in the banking and financial services sector in Brazil.[18]

Strategic Partnerships

In 2018, the company announced a strategic partnership with Keepcon, a semantic technology provider, to expand artificial intelligence and automatization capabilities of its omnichannel platform.[19]

In the same year, Atento and Falconi signed an alliance to provide integrated management consulting and outsourcing services for all types of organizations.[20]

In 2018, Atento also reached a partnership with T-System, on the provision of data center services in Brazil, and with Unimed Rio in Brazil to modernize its customer relationship structure.[21]

Divestments

In 2014 Atento announced the sale of its operations in the Czech Republic to Comdata SPA to continue strengthening its focus on its core markets.[22]

In 2015 Atento announced the sale of its operations in Morocco to Intelcia Group. Atento's operations in Morocco, which provide services to the Spanish market were excluded from the transaction and continue operating as part of Atento Spain.[23]

Awards and recognitions

Atento has subsequently been recognized by Great Place to Work® as one of the 25 World's Best Multinational Workplaces in 5 different occasions and one of the 25 Latin America Best Multinationals to Work for 8 consecutive years.[24] The company has also been recognized as one of the Best Workplaces in some of the countries where it operates, including Spain,[25] Brazil[26] or Argentina.[27] The company has maintained the recognition by Great Place to Work® in Uruguay, Mexico,[28] Peru,[29] Chile,[30] Colombia[31] and Central America and the Caribbean.[32]

The company has also been awarded several times the IMT awards in Mexico,[33] ABEMD awards in Brazil,[34] CRC Gold Awards, including as Best Customer Service Outsourcer in Spain in 2018[35] and ranked as the second most innovative company in Brazil's service sector, according to Valor Econômico.[36]

Also for several years has Atento been named a Leader in Gartner's Magic Quadrant for Customer Management Contact Center BPO.[37]

References
  1. "Profile: Atento S (ATTO.N)". Retrieved 24 September 2018.
  2. "LATAM-Based BPO Providers Are Hitting the Global Top Five". Nearshore Americas. 2015-02-02. Retrieved 2018-12-18.
  3. "Atento Strengthens its Clear Leadership Position in the Latin American Contact Center Outsourcing Services Market". Business Insider. Retrieved 11 December 2018.
  4. europapress. "Atento elige a Carlos López-Abadía como nuevo consejero delegado".
  5. Staff writer (June 28, 2016). "Verint Awards Atento Top Commercial Sector Customer Award". businesswire.com. Berkshire Hathaway. Retrieved 31 October 2016.
  6. Press, Europa (2000-06-07). "Telefónica lanza Atento en España con la que espera facturar 33.000 millones de pesetas este año". www.europapress.es. Retrieved 2018-12-11.
  7. "Telefónica to sell Atento to Bain Capital". Financial Times.
  8. Atento S.A. announces launch of initial public offering
  9. Atento prevé alcanzar una valoración de 1.230 millones en su salida a Bolsa(in Spanish)
  10. Atento registra el folleto para salir a bolsa en Wall Street(in Spanish)
  11. "Bain-backed Spanish CRM provider Atento sets terms for $300 million IPO". Nasdaq. Retrieved December 11, 2018.
  12. "Atento vende a Comdata su negocio en la República Checa" (in Spanish). Archived from the original on 2015-01-09. Retrieved 2015-01-09.
  13. Atento announces the sale of its operations in the Czech Republic
  14. "Atento opens its Operations Command Center for the EMEA region in Madrid". MarketWatch. Retrieved 2018-12-18.
  15. Reports, Latin Business Daily. "Atento opens customer solution center in Mexico City". latinbusinessdaily.com. Retrieved 2018-12-18.
  16. Alonso, Santiago Millán (2017-06-29). "Atento lanza una división digital con inteligencia artificial para gestión de empresas". Cinco Días (in Spanish). Retrieved 2018-12-18.
  17. "News : Atento Acquires Majority Stake in R Brasil Soluções to Expand Collections Capabilities". ContactCenterWorld.com. 2016-09-08. Retrieved 2018-12-18.
  18. "Atento Acquires Controlling Stake in Brazil's Interfile". Nearshore Americas. 2017-06-16. Retrieved 2018-12-18.
  19. "Atento Announces Strategic Partnership with Keepcon to Expand Artificial Intelligence and Automatization Capabilities - Directors' Club Newswire". Retrieved 2018-12-18.
  20. RRHHDigital. "Atento y Falconi firman una alianza estratégica". www.rrhhdigital.com. Retrieved 2018-12-18.
  21. "News : Unimed-Rio Signs Agreement with Atento in Brazil to Modernize its Customer Relationship Structure". ContactCenterWorld.com. 2018-08-29. Retrieved 2018-12-18.
  22. "Atento announces the sale of its operations in the Czech Republic to Comdata SPA". MarketWatch. Retrieved 2018-12-19.
  23. "BRIEF-Atento announces the sale of its operations in Morocco to..." Reuters. 2016-08-05. Retrieved 2018-12-19.
  24. MarketScreener. "Atento : Recognized as One of the Best Multinationals to Work for in Latin America in 2018". www.marketscreener.com. Retrieved 2018-12-19.
  25. "Estas son las mejores empresas para trabajar en España en 2018". ELMUNDO (in Spanish). 2018-03-23. Retrieved 2018-12-19.
  26. "Issue 2 2017". www.latinamerica-news.com. Retrieved 2018-12-19.
  27. "Atento Recognized as One of the Best Companies to Work for in Argentina for the 12th Consecutive Year". MarketWatch. Retrieved 2018-12-19.
  28. "Atento recognized as one of the best companies to work for in Mexico". Outsourcing Digest. 2017-04-25. Retrieved 2018-12-19.
  29. Elcomercio.pe, Redacción (2014-12-05). "Conoce cuáles son las mejores empresas para trabajar en el Perú". El Comercio (in Spanish). Retrieved 2018-12-19.
  30. "Atento Recognized as One of the Best Companies to Work for in Chile". MarketWatch. Retrieved 2018-12-19.
  31. Tiempo, Casa Editorial El. "Las mejores para trabajar, según Great Place to Work". Portafolio.co (in Spanish). Retrieved 2018-12-19.
  32. "Great Place To Work® Institute Centroamérica & Caribe reconoce a Los Mejores Lugares Para Trabajar™ en Centroamérica 2018 - Great Place to Work® Central America and Caribbean". www.greatplacetowork-ca.com. Retrieved 2018-12-19.
  33. "Atento Recognized for Its Customer Experience Solutions in Mexico". MarketWatch. Retrieved 2018-12-19.
  34. "News : Atento Receives Seven Recognitions at the 24th Edition of the ABEMD Awards in Brazil". ContactCenterWorld.com. 2018-07-06. Retrieved 2018-12-19.
  35. "Atento Recognized as Best Customer Service Outsourcer in Spain for its Service to Endesa - NASDAQ.com". NASDAQ.com. Retrieved 2018-12-19.
  36. GmbH, finanzen net. "Atento Ranked as the 2nd Most Innovative Company in Brazil's Service Sector, According to Valor Econômico | Markets Insider". markets.businessinsider.com. Retrieved 2018-12-19.
  37. "Atento Named A Leader In Gartner´s Magic Quadrant For Customer Management Contact Center BPO Worldwide". www.crmmarketplace.com. Retrieved 2018-12-19.
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