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词条 Atento
释义

  1. History

      Sale and flotation  

  2. Operations Command Centers and Customer Experience Centers

  3. Atento Digital

  4. Locations

  5. Acquisitions and Partnerships

      Strategic Partnerships  

  6. Divestments

  7. Awards and recognitions

  8. References

{{Infobox company
| name = Atento
| logo = Atento logo.png
| foundation = 1999
| type = Société Anonyme
| traded_as = {{NYSE|ATTO}}
| industry = Business Process Outsourcing
| services = Customer Care, Sales, Credit management, Back Office, Service Desk, Technical Support
| num_employees = 154,000
| parent =
| divisions =
| subsid =
| homepage = http://www.atento.com
| footnotes =
| intl =
}}Atento is a global provider of customer relationship management (CRM) and business-process outsourcing (BPO) services, including customer care, sales, collections, back office and technical support.[1] Atento is the largest provider in Latin America, and among the top five providers globally, based on revenues.[2] The Company tops the Latin American market with 17.3% market share at the regional level according to Frost & Sullivan.[3] Atento's CEO is Carlos López-Abadía.[4]

Since 1999, the company has developed its business model in 13 countries where it employs 150,000 people.[5] Atento has over 400 clients to whom it offers CRM/BPO services through multiple channels. Atento's clients are mostly multinational corporations in sectors such as telecommunications, banking and financial services, health, retail and public administrations, among others.

The company trades under the symbol ATTO on the New York Stock Exchange (NYSE) and operates through three segments: EMEA, Americas and Brazil.[1]

History

In 2000, Atento was launched in Spain, when Telefónica grouped its call center business in Spain and other Latin American countries into a subsidiary business unit.[6]

Sale and flotation

On October 2012, Telefónica agreed to sell Atento to Bain Capital for $1.3bn. Under the terms of the deal, Atento would continue to provide services to the Telefónica Group for at least nine years after the agreement.[7]

In September 2014, Atento announces launch of Initial Public Offering (IPO).[8][9][10] In October, the company filed with the U.S. Securities and Exchange Commissions for a $300 million IPO. Atento hired the investment-banking units of Morgan Stanley & Co (MS.N), Credit Suisse Group AG CSGN.VX and Brazil's Itaú Unibanco Holding SA (ITUB4.SA) to handle the transaction.[11]

December 11th, 2014. Atento announced the sale of its operations in the Czech Republic to Comdata SPA [12] [13]

Operations Command Centers and Customer Experience Centers

In 2015, Atento opened Operations Command Centers in Sao Paulo, Mexico City and Madrid, centralizing the management of over 80 customer relationship centers located in more than 10 different countries.[14] Also that year, the company opened its first Customer Experience Solutions Center in Mexico, dedicated to innovation, experimentation and the development of new solutions.[15]

Atento Digital

In 2017 took place the launch of Atento Digital, the company's business unit focused on driving growth for clients across verticals and geographies through the integration of all of Atento's digital assets.[16]

Locations

Atento has 93 contact centers in 13 countries: Argentina, Brazil, Chile, Colombia, El Salvador, Guatemala, Mexico, Morocco, Panama, Peru, Puerto Rico, Spain, United States and Uruguay.[5]

Acquisitions and Partnerships

In 2016 Atento acquired a majority stake in R Brasil Solucoes to expand collections and digital collections capabilities. [17]

In 2017 the company announced an agreement to acquire a majority stake in Interfile to expand back office automation and credit origination capabilities. Interfile is a provider of BPO services for large clients in the banking and financial services sector in Brazil.[18]

Strategic Partnerships

In 2018, the company announced a strategic partnership with Keepcon, a smanthic technology provider, to expand artificial intelligence and automatization capabilities of its omnichannel platform.[19]

In the same year, Atento and Falconi signed an alliance to provide integrated management consulting and outsourcing services for all types of organizations.[20]

In 2018, Atento also reached a partnership with T-System, on the provision of data center servicies in Brazil, and with Unimed Rio in Brazil to modernize its costumer relationship structure.[21]

Divestments

In 2014 Atento announced the sale of its operations in the Czech Republic to Comdata SPA to continue strengthering its focus on its core markets.[22]

In 2015 Atento announced the sale of its operations in Morocco to Intelcia Group. Atento's operations in Morocco, which provide services to the Spanish market were excluded from the transaction and continue operating as part of Atento Spain.[23]

Awards and recognitions

Atento has subsequently been recognized by Great Place to Work® as one of the 25 World's Best Multinational Workplaces in 5 different occasions and one of the 25 Latin America Best Multinationals to Work for 8 consecutive years.[24] The company has also been recognized as one of the Best Workplaces in some of the countries where it operates, including Spain,[25] Brazil[26] or Argentina.[27] The company has maintained the recognition by Great Place to Work® in Uruguay, Mexico,[28] Peru,[29] Chile,[30] Colombia[31] and Central America and the Caribbean.[32]

The company has also been awarded several times the IMT awards in Mexico,[33] ABEMD awards in Brazil,[34] CRC Gold Awards, including as Best Customer Service Outsourcer in Spain in 2018[35] and ranked as the second most innovative company in Brazil's service sector, according to Valor Econômico.[36]

Also for several years has Atento been named a Leader in Gartner's Magic Quadrant for Customer Management Contact Center BPO.[37]

References

1. ^1 {{Cite web|url=https://www.reuters.com/finance/stocks/company-profile/ATTO.N|title=Profile: Atento S (ATTO.N).|last=|first=|date=|website=|archive-url=|archive-date=|dead-url=|access-date=24 September 2018}}
2. ^{{Cite web|url=https://www.nearshoreamericas.com/latambased-bpo-providers-hitting-global-top/|title=LATAM-Based BPO Providers Are Hitting the Global Top Five|date=2015-02-02|website=Nearshore Americas|language=en|access-date=2018-12-18}}
3. ^{{Cite web|url=https://markets.businessinsider.com/news/stocks/atento-strengthens-its-clear-leadership-position-in-the-latin-american-contact-center-outsourcing-services-market-1027709631|title=Atento Strengthens its Clear Leadership Position in the Latin American Contact Center Outsourcing Services Market|last=|first=|date=|website=Business Insider|archive-url=|archive-date=|dead-url=|access-date=11 December 2018}}
4. ^{{Cite web|url=https://www.europapress.es/economia/noticia-atento-elige-carlos-lopez-abadia-nuevo-consejero-delegado-20190122161019.html|title=Atento elige a Carlos López-Abadía como nuevo consejero delegado|last=europapress|first=|date=|website=|archive-url=|archive-date=|dead-url=|access-date=}}
5. ^1 {{cite web|author1=Staff writer|title=Verint Awards Atento Top Commercial Sector Customer Award|url=http://www.businesswire.com/news/home/20160628005080/en/Verint-Awards-Atento-Top-Commercial-Sector-Customer|website=businesswire.com|publisher=Berkshire Hathaway|accessdate=31 October 2016|date=June 28, 2016}}
6. ^{{Cite web|url=https://www.europapress.es/economia/noticia-telefonica-lanza-atento-espana-espera-facturar-33000-millones-pesetas-ano-20000607140742.html|title=Telefónica lanza Atento en España con la que espera facturar 33.000 millones de pesetas este año|last=Press|first=Europa|date=2000-06-07|website=www.europapress.es|access-date=2018-12-11}}
7. ^{{Cite web|url=https://www.ft.com/content/d1d65de4-144a-11e2-8cf2-00144feabdc0|title=Telefónica to sell Atento to Bain Capital|last=|first=|date=|website=Financial Times|archive-url=|archive-date=|dead-url=|access-date=}}
8. ^Atento S.A. announces launch of initial public offering
9. ^Atento prevé alcanzar una valoración de 1.230 millones en su salida a Bolsa{{Es icon}}
10. ^ Atento registra el folleto para salir a bolsa en Wall Street{{Es icon}}
11. ^{{Cite web|url=https://www.nasdaq.com/article/bain-backed-spanish-crm-provider-atento-sets-terms-for-300-million-ipo-cm390109|title=Bain-backed Spanish CRM provider Atento sets terms for $300 million IPO|last=|first=|date=|website=Nasdaq|archive-url=|archive-date=|dead-url=|access-date=December 11, 2018}}
12. ^Atento vende a Comdata su negocio en la República Checa{{Es icon}}
13. ^ Atento announces the sale of its operations in the Czech Republic
14. ^{{Cite web|url=https://www.marketwatch.com/press-release/atento-opens-its-operations-command-center-for-the-emea-region-in-madrid-2015-07-20|title=Atento opens its Operations Command Center for the EMEA region in Madrid|website=MarketWatch|language=en-US|access-date=2018-12-18}}
15. ^{{Cite web|url=https://latinbusinessdaily.com/stories/510645956-atento-opens-customer-solution-center-in-mexico-city|title=Atento opens customer solution center in Mexico City|last=Reports|first=Latin Business Daily|website=latinbusinessdaily.com|language=en|access-date=2018-12-18}}
16. ^{{Cite web|url=https://cincodias.elpais.com/cincodias/2017/06/28/companias/1498672238_475267.html|title=Atento lanza una división digital con inteligencia artificial para gestión de empresas|last=Alonso|first=Santiago Millán|date=2017-06-29|website=Cinco Días|language=es|access-date=2018-12-18}}
17. ^{{Cite web|url=https://www.contactcenterworld.com/view/contact-center-news/atento-acquires-majority-stake-in-r-brasil-solues-to-expand-collections.aspx|title=News : Atento Acquires Majority Stake in R Brasil Soluções to Expand Collections Capabilities|date=2016-09-08|website=ContactCenterWorld.com|language=en|access-date=2018-12-18}}
18. ^{{Cite web|url=https://www.nearshoreamericas.com/atento-acquires-controlling-stake-interfile/|title=Atento Acquires Controlling Stake in Brazil's Interfile|date=2017-06-16|website=Nearshore Americas|language=en|access-date=2018-12-18}}
19. ^{{Cite web|url=http://directorsclub.news/2017/07/05/atento-announces-strategic-partnership-with-keepcon-to-expand-artificial-intelligence-and-automatization-capabilities/|title=Atento Announces Strategic Partnership with Keepcon to Expand Artificial Intelligence and Automatization Capabilities - Directors' Club Newswire|language=en-US|access-date=2018-12-18}}
20. ^{{Cite web|url=http://www.rrhhdigital.com/secciones/empresa/127120/Atento-y-FALCONI-firman-una-alianza-estrategica|title=Atento y FALCONI firman una alianza estratégica|last=RRHHDigital|website=www.rrhhdigital.com|access-date=2018-12-18}}
21. ^{{Cite web|url=https://www.contactcenterworld.com/view/contact-center-news/unimed-rio-signs-agreement-with-atento-in-brazil-to-modernize-its-customer.aspx|title=News : Unimed-Rio Signs Agreement with Atento in Brazil to Modernize its Customer Relationship Structure|date=2018-08-29|website=ContactCenterWorld.com|language=en|access-date=2018-12-18}}
22. ^{{Cite web|url=https://www.marketwatch.com/press-release/atento-announces-the-sale-of-its-operations-in-the-czech-republic-to-comdata-spa-2014-12-11|title=Atento announces the sale of its operations in the Czech Republic to Comdata SPA|website=MarketWatch|language=en-US|access-date=2018-12-19}}
23. ^{{Cite news|url=https://www.reuters.com/article/idUSASC0915D|title=BRIEF-Atento announces the sale of its operations in Morocco to...|date=2016-08-05|work=Reuters|access-date=2018-12-19|language=en}}
24. ^{{Cite web|url=https://www.marketscreener.com/news/Atento-Recognized-as-One-of-the-Best-Multinationals-to-Work-for-in-Latin-America-in-2018--26655779/?utm_medium=RSS&utm_content=20180525|title=Atento : Recognized as One of the Best Multinationals to Work for in Latin America in 2018|last=MarketScreener|website=www.marketscreener.com|language=en|access-date=2018-12-19}}
25. ^{{Cite web|url=https://www.elmundo.es/economia/empresas/2018/03/23/5ab4075922601d0f228b45eb.html|title=Estas son las mejores empresas para trabajar en España en 2018|date=2018-03-23|website=ELMUNDO|language=es|access-date=2018-12-19}}
26. ^{{Cite web|url=https://www.latinamerica-news.com/issues/issue-2-2017/22/|title=Issue 2 2017|website=www.latinamerica-news.com|access-date=2018-12-19}}
27. ^{{Cite web|url=https://www.marketwatch.com/press-release/atento-recognized-as-one-of-the-best-companies-to-work-for-in-argentina-for-the-12th-consecutive-year-2018-11-07|title=Atento Recognized as One of the Best Companies to Work for in Argentina for the 12th Consecutive Year|website=MarketWatch|language=en-US|access-date=2018-12-19}}
28. ^{{Cite web|url=http://outsourcingdigest.com/2017/04/25/atento-recognized-as-one-of-the-best-companies-to-work-for-in-mexico/|title=Atento recognized as one of the best companies to work for in Mexico|date=2017-04-25|website=Outsourcing Digest|language=en-US|access-date=2018-12-19}}
29. ^{{Cite web|url=https://elcomercio.pe/economia/peru/conoce-son-mejores-empresas-peru-181411|title=Conoce cuáles son las mejores empresas para trabajar en el Perú|last=Elcomercio.pe|first=Redacción|date=2014-12-05|website=El Comercio|language=es|access-date=2018-12-19}}
30. ^{{Cite web|url=https://www.marketwatch.com/press-release/atento-recognized-as-one-of-the-best-companies-to-work-for-in-chile-2017-11-29|title=Atento Recognized as One of the Best Companies to Work for in Chile|website=MarketWatch|language=en-US|access-date=2018-12-19}}
31. ^{{Cite web|url=http://www.portafolio.co/internacional/mejores-great-place-to-work-30904|title=Las mejores para trabajar, según Great Place to Work|last=Tiempo|first=Casa Editorial El|website=Portafolio.co|language=spanish|access-date=2018-12-19}}
32. ^{{Cite web|url=http://www.greatplacetowork-ca.com/publicaciones-y-eventos/blogs-y-noticias/887-mejores-lugares-para-trabajar-en-centroamerica-2018|title=Great Place To Work® Institute Centroamérica & Caribe reconoce a Los Mejores Lugares Para Trabajar™ en Centroamérica 2018 - Great Place to Work® Central America and Caribbean|website=www.greatplacetowork-ca.com|access-date=2018-12-19}}
33. ^{{Cite web|url=https://www.marketwatch.com/press-release/atento-recognized-for-its-customer-experience-solutions-in-mexico-2018-03-22|title=Atento Recognized for Its Customer Experience Solutions in Mexico|website=MarketWatch|language=en-US|access-date=2018-12-19}}
34. ^{{Cite web|url=https://www.contactcenterworld.com/view/contact-center-news/atento-receives-seven-recognitions-at-the-24th-edition-of-the-abemd-awards-in.aspx|title=News : Atento Receives Seven Recognitions at the 24th Edition of the ABEMD Awards in Brazil|date=2018-07-06|website=ContactCenterWorld.com|language=en|access-date=2018-12-19}}
35. ^{{Cite news|url=https://www.nasdaq.com/press-release/atento-recognized-as-best-customer-service-outsourcer-in-spain-for-its-service-to-endesa-20181101-00712|title=Atento Recognized as Best Customer Service Outsourcer in Spain for its Service to Endesa - NASDAQ.com|work=NASDAQ.com|access-date=2018-12-19|language=en-us}}
36. ^{{Cite web|url=https://markets.businessinsider.com/news/stocks/atento-ranked-as-the-2nd-most-innovative-company-in-brazil-s-service-sector-according-to-valor-econômico-1027354554|title=Atento Ranked as the 2nd Most Innovative Company in Brazil's Service Sector, According to Valor Econômico {{!}} Markets Insider|last=GmbH|first=finanzen net|website=markets.businessinsider.com|access-date=2018-12-19}}
37. ^{{Cite web|url=https://www.crmmarketplace.com/doc/atento-named-leader-gartner-magic-customer-management-contact-center-bpo-worldwide-0001|title=Atento Named A Leader In Gartner´s Magic Quadrant For Customer Management Contact Center BPO Worldwide|website=www.crmmarketplace.com|access-date=2018-12-19}}

2 : 1999 establishments in Spain|Companies listed on the New York Stock Exchange
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