NEW YORK, Nov. 5, 2020 /PRNewswire/ -- Atento S.A.
(NYSE: ATTO, "Atento" or "Company"), one of the world's five
largest providers of customer relationship management and business
process outsourcing (CRM/BPO) services, announced today that
Frost&Sullivan confirmed the Company's leading position in
Latin America's customer
experience outsourcing (CX) services market, based on the research
and consulting firm's annual analysis of this $10.5 billion market.
In 2019, Atento maintained its position as the clear
pan-regional leader, with 15.2% of market share, 4.5 percentage
points ahead of the second-largest CX provider in Latin America. When considering the
domestic-only segment of the region's CX market (aggregated
domestic demand), which excludes nearshore services, Atento's
market share is even higher, at 22.1%, nearly three times the share
of its closest competitor. On an individual country basis, Atento
led in Brazil, Argentina and Chile, and in the domestic-only segments in
Mexico, Peru and Central
America and the Caribbean.
In Brazil, the region's largest
market, Atento's share reached 27.9%, 19.4 pp ahead of the
country's number two CX outsourcing player.
Carlos López-Abadía, Atento's Chief Executive Officer,
said, "The growing CX outsourcing market in Latin America has been evolving and
transitioning to higher-value solutions. Atento has been leading
this evolution and sustaining a dominant leadership position in the
region. While the market grew half a percent in 2019, we grew 2.6%,
driven by Brazil, our flagship
operation and innovation hub."
Although the sector was hit hard by the COVID-19 crisis this
year, demanding a rapid transition to a Work-at-Home (WAHA) model,
the dynamics of the crisis also accelerated positive trends, mainly
in the digital space, as consumers shifted more of their purchases
online. According to Frost&Sullivan, the growth opportunities
for the next few years will be driven by intensive use of AI and
automation tools, leveraging digital to drive sales and developing
a secured WAHA practice for a competitive edge.
Mr. López-Abadía added, "The way brands relate to their
customers has evolved with the emergence of new digital channels,
even more so because of the health pandemic this year. In this
regard, Atento has been the Partner of Choice for its clients,
helping them service better, engage better and sell better. There
are still many untapped growth opportunities in the region, for
both domestic and nearshore services. As we continue introducing
more advanced and innovative next-generation services that create
distinct competitive advantages for our clients, we expect to
extend our CX leadership in Latin
America even further."
You can read Frost&Sullivan´s abridged report
here.
About Atento
Atento is one of the world's five largest providers of customer
relationship management and business process outsourcing (CRM/BPO)
services and a leader in Latin
America. Atento is also a leading provider of Nearshoring
CRM/BPO services for companies operating in the United States. Since 1999, the company has
developed its business model in 13 countries and has a presence in
Spain and a workforce of 150,000
employees. Atento has more than 400 customers to which it provides
a wide range of CRM/BPO services through multiple channels. Its
clients are leading multinational companies in sectors such as
technology, new digital enterprises, telecommunications, finance,
healthcare, consumer consumption and public administration, among
others. Atento shares are traded under the symbol ATTO on the New
York Stock Exchange. In 2019, Atento was recognized by Great Place
to Work® as one of the 25 Best Multinationals to Work in the World
and as one of the 25 Best Multinationals to work in Latin America. For more information
www.atento.com
Investor
Relations
Shay Chor
+55 11
3293-5926
shay.chor@atento.com
|
Investor
Relations
Fernando
Schneider
+ 55 11
3779-8119
fernando.schneider@atento.com
|
Media
Relations
Pablo Sánchez
Pérez
+34 670031347
pablo.sanchez@atento.com
|
Forward-Looking Statements
This press release contains forward-looking statements.
Forward-looking statements can be identified by the use of words
such as "may," "should," "expects," "plans," "anticipates,"
"believes," "estimates," "predicts," "intends," "continue" or
similar terminology. These statements reflect only Atento's current
expectations and are not guarantees of future performance or
results. These statements are subject to risks and uncertainties
that could cause actual results to differ materially from those
contained in the forward-looking statements. In particular, the
COVID-19 pandemic, and governments' extraordinary measures to limit
the spread of the virus, are disrupting the global economy and
Atento's industry, and consequently adversely affecting the
Company's business, results of operation and cash flows and, as
conditions are recent, uncertain and changing rapidly, it is
difficult to predict the full extent of the impact that the
pandemic will have. Risks and uncertainties include, but are
not limited to, competition in Atento's highly competitive
industries; increases in the cost of voice and data services or
significant interruptions in these services; Atento's ability to
keep pace with its clients' needs for rapid technological change
and systems availability; the continued deployment and adoption of
emerging technologies; the loss, financial difficulties or
bankruptcy of any key clients; the effects of global economic
trends on the businesses of Atento's clients; the non-exclusive
nature of Atento's client contracts and the absence of revenue
commitments; security and privacy breaches of the systems Atento
uses to protect personal data; the cost of pending and future
litigation; the cost of defending Atento against intellectual
property infringement claims; extensive regulation affecting many
of Atento's businesses; Atento's ability to protect its proprietary
information or technology; service interruptions to Atento's data
and operation centers; Atento's ability to retain key personnel and
attract a sufficient number of qualified employees; increases in
labor costs and turnover rates; the political, economic and other
conditions in the countries where Atento operates; changes in
foreign exchange rates; Atento's ability to complete future
acquisitions and integrate or achieve the objectives of its recent
and future acquisitions; future impairments of our substantial
goodwill, intangible assets, or other long-lived assets; and
Atento's ability to recover consumer receivables on behalf of its
clients. In addition, Atento is subject to risks related to its
level of indebtedness. Such risks include Atento's ability to
generate sufficient cash to service its indebtedness and fund its
other liquidity needs; Atento's ability to comply with covenants
contained in its debt instruments; the ability to obtain additional
financing; the incurrence of significant additional indebtedness by
Atento and its subsidiaries; and the ability of Atento's lenders to
fulfill their lending commitments. Atento is also subject to other
risk factors described in documents filed by the company with the
United States Securities and Exchange Commission.
These forward-looking statements speak only as of the date on
which the statements were made. Atento undertakes no obligation to
update or revise publicly any forward-looking statements, whether
as a result of new information, future events or otherwise.
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SOURCE Atento S.A.