STATUM and ATENTO work on a new implementation project of Business Process Outsourcing (BPO) solutions

Summary:

It is a claims service ("ouvidoria" is the accurate term that comes from the Portuguese language) that is related to customer service in this regard. ATOS, the leader in digital services, automated the management of claims of VIVO with ATENTO, for which STATUM provided the Apia tool.

Information:

The aforementioned project began in late 2014 and went into production in early 2015.

It involves a total of 440 call center operators who are responsible for receiving claims, complaints and suggestions from the customers of VIVO Telefonica Group. VIVO is a company based in Brazil that is currently one of the most important ones in terms of mobile telephony.

Messages from customers arrive from multiple channels; the main ones are phone, e-mail and chat. Apia is used to record all these applications in processes.

This project arises within the context of the relationship between STATUM and ATENTO for studying the feasibility of implementing Apia in the requirements of the neighboring country.

The technology partner in Brazil, ATOS, was responsible for carrying out the project and the training, using the technology provided by STATUM in terms of the infrastructure for the solutions that run in the cloud. This solution is delivered with high levels of security and performance.