Unimed-Rio Signs Agreement with Atento in Brazil to Modernize its Customer Relationship Structure

Atento S.A., the leading provider of CRM/BPO in Latin America, and one of the five top providers worldwide announced an agreement to modernize part of Unimed-Rio’s customer relationship structure.

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With the initiative, Unimed-Rio, a cooperative of doctors and health professionals that is the main provider of healthcare services in the city of Rio de Janeiro and one of the largest in Brazil, raises the level of the customer experience it provides to its more than 740,000 beneficiaries and strengthens the organization’s high standard in the healthcare industry in Brazil. The agreement also reinforces the process of digital transformation of Unimed-Rio with the gradual integration of technological resources such as bots, chats, telephones and apps services in its customer relationship operations to ensure the best experience for its beneficiaries.

According to Alejandro Reynal, Chief Executive Officer of Atento, “The carve out of part of Unimed-Rio’s customer relationship operations advances the execution of our growth strategy and accelerates Atento´s penetration into healthcare, a high growth vertical for CRM/BPO services and solutions in Brazil and the wider Latin American region. This agreement uniquely positions Atento as a leader of CRM and BPO services and solutions for healthcare companies in Brazil.”

Romeu Scofano, President of Unimed-Rio, said he was very pleased with the agreement, and that “Our customers will be able to benefit from the best experience and a range of innovative, high value-added solutions to better meet their needs.” Mr. Scofano added, “This agreement is fully aligned with the objectives that the cooperative must meet with the ANS (National Agency for Supplementary Health Services) and the Public Prosecutor, considering goals of the Formal Commitment and the Conduct Adjustment Agreement that provide for the improvement of service indicators of the cooperative.”

Unimed-Rio´s customer relationship management operations encompass a fully internal, 24×7 customer service, as well as billing and back office (e.g., authorization, scheduling, and information) services and more than 240 workstations in Teleporto, a well communicated area with easy access to public transport and modern physical space.