Atento Announces Strategic Partnership with Keepcon to Expand Artificial Intelligence and Automatization Capabilities

Atento, the leading provider of customer relationship management and business process outsourcing solutions (CRM/BPO) in Latin America, and one of the three top providers worldwide, announced the signing of a strategic partnership and the acquisition of a minority stake at Keepcon, a leading provider of semantic technology-based automated customer experience management. Financial terms of the transaction were not disclosed.

The addition of Keepcon will expand the Artificial Intelligence and automatization capabilities of Atento’s omnichannel platform. The integration of Keepcon’s semantic technology with Atento´s existing solutions allows for the monitoring, analysis and management of customer sentiment and needs through social media in real-time. This can be delivered through a blended automatized and agent-based solution or through a fully automatized solution.

The announcement is aligned with the launch of Atento Digital, a newly created global business unit integrating all of Atento’s digital assets to generate additional value for clients and drive growth across verticals and geographies. The new platform will integrate digital marketing tools, automatization of front and back office customer processes and a robust omnichannel platform to generate efficiency and results for customer acquisition, management and retention.

Alejandro Reynal, Chief Executive Officer of Atento, commented, “The partnership with Keepcon will expand our digital capabilities, allowing us to provide differentiated customer experience solutions to generate competitive advantages for companies and increased satisfaction for consumers.”

Matias Rozenfarb, Chief Executive Officer of Keepcon, added, “We are very excited about the partnership and the opportunities that Atento will bring to our clients and our employees, and we look forward to generating value by providing new capabilities to the company.”

Digital services comprised 6% of Atento’s total revenues in 2016, and we expect the launch of Atento Digital and our partnership with Keepcon to drive incremental digital services growth in 2017. Atento is the leading provider of customer related digital services in Latin America with a share of 11% in a market totaling 1 billion USD and with growth rates averaging above 9% in the coming five years (Frost & Sullivan and company estimates).