CRM and Business Transformation Outsourcing (BTO) provider Atento has announced an expansion of its technology portfolio, specifically targeting organizations that choose to manage their customer experience (CX) operations internally.
By providing these technologies to in-house teams, Atento aims to support organizations looking to improve efficiency and performance without outsourcing their entire customer service department.
The initiative is designed to provide internal teams with the same level of technological sophistication typically found in large-scale outsourced environments.
Pablo Sánchez, CMO at Atento, said:
“Atento brings its expertise in BTO and democratizes access to advanced customer relationship management solutions for companies that keep their CX operations in-house.”
The expanded portfolio focuses on three core AI-driven pillars:
- AI Agent Assist: This tool provides real-time support to human agents, offering “next best action” (NBA) and “next best offer” (NBO) suggestions. The goal is to reduce handling times and ensure brand consistency across interactions.
- AI Advanced Insights: A data platform designed to transform operational data into actionable insights. The solution focuses on improving Net Promoter Scores (NPS) and employee retention by identifying friction points in the customer journey.
- AI Agents: These tools automate multichannel interactions across voice, text, and multimedia. The technology is built to maintain personalization while managing high-volume workflows without human intervention.
The offering combines CX consulting with automation, positioning Atento as a technology partner for companies that view customer relationships as a core internal asset.
Sánchez added:
“Thanks to streamlined processes, continuous investment in technology, and a people-centric approach, Atento is leading the evolution of customer experience operations and business transformation, influencing companies that view the customer relationship as fundamental and do not intend to outsource it,”
As enterprises become more protective of their first-party data and brand voice, some are pulling operations back in-house but find themselves lagging behind the AI capabilities of major outsourcers. By unbundling its technology from its headcount, Atento is tapping into a growing market of hybrid CX models. This move puts pressure on pure-play CX software vendors by offering tools that have been battle-tested in massive, real-world operational environments.