Through each of the initiatives proposed in the five-month project, including system integration, it was possible to improve the processes and service times, ensuring solutions to all customer problems and increasing their satisfaction. In addition, Atento put together a dedicated analysis and monitoring team focused on looking for improvement opportunities and proposing new solutions to optimize and facilitate end-customer service, including retention. Marketing Technology News: Sandline Discovery Leverages NexLP’s Cognitive AI to Deliver Leading Behavioral and Linguistic Intelligence Performance of the IVR is currently 40.5% retention. A new service IVR was also developed to enhance operations efficiency, reducing the volume of calls directed to humans, without losing the essence of Stelo’s service.
The new strategy is already achieving a 50% customer retention rate. With it, the customer can access explanatory videos, with basic step-by-step service instructions. The chat channel was enhanced with a bot service, evolving the IVA. The solution also includes SMS delivery to customers to follow up on their calls or other services offered by Stelo. With this solution all employees can access the customer’s complete history. The integrated multichannel solution encompassed all of Stelo’s service channels: voice, site-integrated chat, whatsapp, social media and Reclame Aqui, for customer care, technical support and back office services. We also achieved a better service and process management, increased customer loyalty and integration with social media,” adds Mr. “This allows us to deliver and efficient and effective communication, regardless of the customer’s access channel. Marketing Technology News: Five9 Sees Market Success in New Joint Offering with ZoomĪtento developed a comprehensive integrated multichannel solution for Stelo, including among others Intelligent Virtual Assistants (IVAs) for digital channels and a n Interactive Voice Response (IVR) system. That’s it.The company won this award with a case developed in partnership with Stelo, Cielo’s payment solutions companyĪtento 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, won the 2019 Banking Report Award in the Customer Experience category in Brazil, with a case developed in partnership with Stelo, Cielo’s payment solutions company.ĭimitrius de Oliveira, Atento Brazil Regional Director, said, “Achieving this award in the Customer Experience category reinforces our leadership position as providers of customer experience and recognizes our constant investment in people, processes and technology to offer the best customer experience solutions for the banking and financial services industry.” What we pay is based on how many people are interacting on the platform every day. “With Avaya, we don’t have to come up with millions in capital to start a new center or implement new capabilities. “There’s a night and day difference between an ownership model, which requires a lot of sacrifice, and a cloud consumption model built on flexibility around deployment, payment and management,” said Flodin. This blended cloud approach also enabled Atento to move away from a heavy CAPEX model to an OPEX approach that allowed for new levels of flexibility, both operationally and financially. The solution gives us a lot more flexibility to move calls around and bring up that operation more quickly, essentially providing disaster recovery capabilities as well.” “With Avaya, we can use OneCloud as the circuit and stand up the service in a couple of days. With our old model, we’d have to order an MPLS circuit for that new location, which could have taken up to three months to receive,” Flodin explained.
“We’re getting ready to launch an operation in another country in the next month or so. OneCloud also offers significant operational benefits from a geographical standpoint. After a couple months of fine-tuning the solution, the company was able to simply add AI transcription services on top of it.
Using Avaya OneCloud, Atento was able to aggressively roll out cloud to 12 lines of business in four months.
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