Atento S.A. Teams Up with Thrivin and Sanas to Transform Customer Experience Globally
- Atento S.A. partners with Thrivin and Sanas to enhance customer experience and optimize outsourcing operations globally.
- This collaboration blends Atento’s governance with Thrivin's talent and Sanas' technology to improve communication in customer interactions.
- Atento aims to leverage Africa’s workforce potential and AI advancements to redefine the future of customer experience services.
Atento S.A. Partners with Thrivin and Sanas to Revolutionize Customer Experience
Atento S.A., a prominent figure in customer experience (CX) and business transformation outsourcing (BTO), announces a strategic collaboration with Thrivin and Sanas aimed at reimagining impact sourcing on a global scale. By merging Atento’s extensive governance capabilities with Thrivin’s skilled workforce from Kenya and Sanas' advanced speech understanding technology, this partnership creates an innovative blueprint for optimizing non-U.S. voice operations within the outsourcing sector. This collaboration stands as a testament to Atento's commitment to enhancing operational resilience and governance while addressing customer communication challenges through technologically-driven solutions.
The essence of the collaboration centers around operationalizing Impact Sourcing, enabling Atento to tap into Thrivin's talent pipeline effectively. This unified BTO operating model emphasizes the harmonious integration of human skills and artificial intelligence (AI)—an approach designed to improve overall efficiencies in customer interactions. By utilizing advanced technology from Sanas, Atento is set to minimize communication friction, thereby boosting agent confidence and ensuring clarity for customers. This strategy places a heavy emphasis on Total Experience (TX), harmonizing customer experiences with employee satisfaction and operational performance, marking a pivotal shift in how CX services are delivered and experienced.
Moreover, the partnership recognizes Africa’s burgeoning potential as a vital hub for CX services. Atento’s collaboration with Thrivin allows businesses to tap into a rich talent pool characterized by digital fluency and strong English proficiency, positioning them favorably within the global market. The integration of Sanas’ technology is particularly crucial, as it addresses common challenges faced in global voice operations, ensuring a consistent and high-level customer experience. Collectively, these efforts signal a significant evolution in the outsourcing landscape by merging AI enhancements with workforce development, aiming to support companies in navigating the complexities of an increasingly interconnected global market.
In conjunction with this partnership, Atento continues to prioritize governance and operational enhancements that resonate throughout the BTO industry. The future promises an era where AI-augmented customer experience is the norm, driven by sought-after talent from emerging markets.
This strategic collaboration not only highlights Atento's leadership within the industry but also reflects a transformative shift towards sustainable and innovative outsourcing frameworks. As companies seek to thrive in today’s competitive landscape, such forward-thinking initiatives reiterate Atento's pivotal role in shaping the future of customer experience services and business transformation.