Gartner Names Atento a Leader in Customer Management Contact Center BPO

Although there are many measurements for success in the technology industry, each with its own merits, a place on Gartner’s Magic Quadrant ranks highly among these. As such, the fact that customer relationship management (CRM) and business process outsourcing (BPO) services provider Atento has been named a Leader in the Magic Quadrant for Customer Management Contact Center BPO for the third year in a row is significant, to say the least.

The same report also names Atento as the company with the highest execution ability among those analyzed in Gartner’s market research. Atento CEO Alejandro Reynal cites customer experience as a key competitive advantage the BPO space, an advantage he points to as a major factor in the company's sustained and growing reputation.

"In this context, we are transforming the way companies manage their customer relations through solutions that increase business efficiency, drive higher customer satisfaction and build long-term loyalty," said Reynal. "I believe our position among the leaders in the Gartner’s Magic Quadrant reflects the value that we deliver to our clients and the solid relationships that we maintain with them.  As you can imagine, Atento people around the globe are extremely proud of this recognition, and see it as further confirmation that the path we are on is the right one—for our clients and our company."

This past summer, Atento opened a new call center in Feira de Santana, Brazil, the third call center the company has opened in the state of Bahia.

According to Gartner’s own report, those categorized as Leaders in the Magic Quadrant tend to demonstrate “market-defining vision,” along with “the ability to execute against that vision through customer management contact center BPO services.” Other factors include a superior market share putting the company among the top 10 providers in the regions where the compete and solid references for customer management contact center BPO services worldwide.

Above all, Gartner says Magic Quadrant Leaders should have a superior understanding of both client needs and market conditions.