In order to put our stand out solutions into action, we are offering our clients the use of a range of advanced communication tools, all of which are adaptable to the needs of the market.

Interactive Voice Response - IVR

IVR services:

• Accounts payments.
• Development of new businesses, promotions, loyalty campaigns.
• Follow up of clients registered for future contact, ("Call Back").
• Release of address information and proximity via postal code.
• Balance, billing and investment enquiries.
• Analysis of customer service satisfaction levels (quality services).
• Sending and receiving faxes.

Functions:

• Identifying clients via documents or records.
• Calls routed by section or specialized internal departments.
• Identifying volume of traffic and most frequently selected options.
• Production of reports.
• Voice synthesizer (TTS - Text to Speech).
• Interaction with data bases (access, searches, updating of information).
• CTI integration (selective transfer of the customer's call to an officer).

Benefits:

• 24 hour service, 7 days a week and with greater cost efficiency.
• Possibilities for providing service at moments of high traffic.
• Increased officer productivity (via reducing transfer between sections).
• Opportunities for lowering customer service costs.
• Reductions in customer service call times.
• Privacy of communications.
• Less impact from officer rotation.

Atento works with state of the art technology which when applied to solutions such as Customer Service - Citizens Advice, Sales, Credit Retrieval or Investigation - enables us to optimize the efficiency of our services, promoting greater availability, interactivity and swift response in customer relations.

Effective use of this technology permits improved functioning of the customer service structure as a whole, reducing cost and time spent on each call.

IVR (Interactive Voice Response) is an electronic customer service system with prerecorded navigation options, which allows customers to choose whether to speak to an officer in person or use the electronic service, indicating the desired option either via the keyboard or by voice.

By checking with a database, the IVR enables contact to be made with the most suitable officer available, according to this dataflow:

Secure operations

• Acquisition of products and services.
• Promotion, sale and signing-up for Credit Cards and /or Current Accounts.
• Information and management of the Loyalty Card service.
• Credit analysis.
• Issue of a Private Label card with revolving credit.
• Unblocking of cards through positive customer identification.
• Additional payments channel with products and services.

Associations

• Activation of services and accounts payments.
• Payment confirmation via barcode scanner.
• Thermal media receipt of bills, records and passwords.
• Studies channel, protection for the consumer/user (ombudsman) (representing the interests of
• The citizen) and customer service for the consumer.
• Commencement of attention in the case of incidents with possibility for immediate resolution.

Technical support services

• Advanced technical support.
• Agenda of technician call outs and directory of addresses.
• Verification of repairs status and technician call outs.
• Printing of product technical manuals.

Atención presencial virtual - APV

The use of technology as a communications channel is strategically important; not only for improved access to your company's products and services, but also because it allows the possibility to strengthen links and increase customer trust, both key aspects in any relationship.

Atento promises to act as a business ally offering all the essential capabilities, both technological and individual, to develop these types of service. APV® provides an innovative and state of the art solution which combines personal attention with an access display (or virtual window) at point of sale and a communications platform at the call center.

APV®-(Virtual Personal Attention) - is a comprehensive and flexible communications channel, which allows personalized and problem-solving customer service.  A multi-faceted tool which acts as a communications and support unit, connected to a Contact Center solution via video call and other outlying services, allowing total interactivity between your company and the customer.

The solution may be installed in public premises, such as shops, shopping centers, airports, company receptions, industrial sites, and also at one off events, such as conferences or other occasions.

General Working Functions of APV®

• Video Call customer service.
• Self service and/or assisted service.
• Service during extended hours.
• Video call recording, on demand.
• Interactive Control managed by the service consultant for the benefit of the customer using APV®.
• Complete interactivity in the sending and receipt of documents.
• Receipts of transactions in various formats - chat, e-mail, SMS and printed documents.

The above are just some of the APV® applications that Atento offers.

Promotional marketing

• On-Line media for products and services advertising.
• Products and services promotional campaigns.
• Promotional channel with remote Internet updating.