Case Study: Atento achieves 40% productivity gain and 79% NPS increase with NICE Systems

Latin America’s Largest BPO Turned to NICE for Customer Service Transformation

Atento, Latin America’s largest BPO with over 151,000 employees and more than 80,000 contact-center agents across Brazil, needed to modernize quality assurance and boost customer satisfaction and productivity. Traditional QA at scale relied on limited, binary checks and couldn’t surface actionable customer insights across omnichannel interactions, so Atento sought a way to make QA more targeted, data-driven, and impactful.

By implementing NICE Quality Central and Nexidia Analytics—after a focused proof of concept—Atento added speech analytics and segment-specific QA to identify root causes, coach agents, and automate workflows. The results were rapid and measurable: 51.4% of the QA checklist automated, a 40% productivity increase in year one, 2–3× more interactions analyzed, a 14% improvement in average handle time, and a 79% increase in customer NPS.

Atento

Helena Ghidelli de Abreu

Head of Digital Voice