Case Study: Atento achieves reliable, scalable cloud contact centers with Five9

Atento Moves Contact Centers to the Cloud

Atento, a top-five global business process outsourcing company with about 150,000 agents, faced growing limits of its on‑premises contact center platform—frequent outages, poor system integration, and difficulty meeting client SLAs—while pandemic-driven remote work and hiring shortages made a modern, easy-to-use agent experience a strategic priority.

Atento selected Five9’s cloud contact center (Global Voice plus chat, email, SMS and WhatsApp integration) to improve stability, speed deployment, and simplify onboarding. The Five9 solution enabled rapid rollouts—configuring 155 workstations in under a week, recruiting and training hundreds of agents in days, and supporting 620 concurrent voice agents—while eliminating hours‑long outages, improving agent retention and uptime, and helping Atento meet or exceed client SLAs.

Atento

Beth Burgener

Director of Channel and Alliances