Case Study: Atento achieves a 297% increase in agent evaluations and scalable customer-experience insights with NICE Nexidia Analytics (NICE Systems)

Atento Fuels Global Ambitions with Nexidia Analytics

Atento, a global BPO serving 400+ clients from 14 countries, faced slow, manual, and inconsistent agent evaluations that emphasized operational metrics over customer experience. The company needed to standardize reviews, cut evaluation costs, and gain faster, deeper insights from caller interactions to improve client comparisons and competitive positioning.

By deploying NICE Nexidia Analytics to automatically categorize and score calls and trigger escalation workflows, Atento boosted evaluated interactions by 297% and achieved significant quality-review efficiencies. The solution enabled automatic flagging of high‑risk language, centralized KPIs (like sentiment and cross-talk), a 70/30 shift toward customer‑experience scoring, and the ability to process hundreds of thousands of interactions monthly—delivering faster insights and a measurable competitive advantage.

Atento

Judson Lennon Da Silva

Quality Manager