Case Study: Atento achieves back-office automation and improved productivity with Genesys Enterprise Workload Management

How Atento Partnered with Genesys to Transform Back-Office Operations and Deliver Industry-Leading Customer Experience

Atento, a leading CRM and BPO provider with 90 contact centers in 14 countries and 160,000 employees, needed better control and visibility across complex back‑office operations. Manual processes, inconsistent analyst capacity and limited insight made it hard to scale, meet SLAs and ensure consistent quality for a growing client base.

By implementing Genesys Enterprise Workload Management (iWD) to automate and prioritize back‑office tasks by skill and business value, Atento gained real‑time visibility and control over workflows. The change boosted productivity and staffing efficiency, reduced response times and idle periods, lowered operational risk and enabled a shift to variable pricing and a more scalable, end‑to‑end service model.

Atento

Jose Carlos Rocha

Projects and Business Support Director