With this agreement, Atento reinforces its commitment to the transformation of customer-related processes through the integration of automation solutions based on Robotic Process Automation (RPA) technology
Atento S. A., 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%.
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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.”
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