Atento Partners with Sanas and Thrivin to Transform Customer Experience Using AI and Impact Sourcing
- Atento collaborates with Sanas and Thrivin to enhance customer experience through AI and skilled workforce integration.
- The partnership aims to optimize global business expansion and improve operational resilience in non-U.S. voice operations.
- Atento's Total Experience strategy connects customer satisfaction with employee engagement and operational effectiveness for better outcomes.
Innovative Collaboration Redefines Customer Experience Landscape
Atento, a global frontrunner in customer experience (CX) and business transformation outsourcing (BTO), announces a strategic collaboration with Sanas, known for its real-time speech understanding technology, and Thrivin, a quality-first impact sourcing platform based in Kenya. This partnership seeks to establish a unique model for Impact Sourcing on a large scale, combined with AI-powered enhancements to the customer experience. By merging Atento’s governance and transformation expertise with Thrivin's skilled African workforce and Sanas’ cutting-edge technology, the companies aim to optimize non-U.S. voice operations and create a more cohesive outsourcing structure that integrates human talent and artificial intelligence.
The collaboration focuses on facilitating global business expansion while ensuring robust enterprise governance and operational resilience. By harnessing Thrivin's talent pipeline, which is rich in performance-driven individuals from Africa, Atento intends to operationalize Impact Sourcing at scale. This enhances its governance framework while significantly reducing communication barriers, thus optimizing the customer journey alongside empowering agents. Through the synergy of Sanas' technology, which tackles challenges in global voice operations, the partnership promotes enhanced agent confidence and improved customer clarity, essential elements in today’s competitive market.
Another key aspect of this collaboration is its emphasis on a Total Experience (TX) strategy, which aligns the customer experience with employee engagement and operational effectiveness. As Africa emerges as a pivotal player in the CX services industry, this alliance offers companies the opportunity to harness a digitally proficient English-speaking workforce. The innovative approach taken by Atento, Sanas, and Thrivin represents a significant shift within the BTO landscape, as it combines the resources of a global entity with local market insights to address pressing customer needs in a rapidly evolving economy.
In a broader context, Atento’s strategic partnership aligns with ongoing trends in the outsourcing industry, emphasizing the integration of AI technologies and workforce development. As businesses increasingly seek efficient and scalable customer service solutions, this collaboration illustrates how organizations can leverage diverse talent pools while maintaining high-quality service standards. The move signifies a pivotal evolution in customer experience strategy, underscoring the importance of agility and adaptability in today’s global business environment.