TechM, Atento to offer Gen AI-based business transformation to global enterprises

Indian IT services and consulting major Tech Mahindra has collaborated with IT services company Atento to offer artificial intelligence (AI)-based business transformation solutions to global enterprises.

Based in Madrid, Spain, Atento is a global provider of customer relationship management (CRM) and business process outsourcing (BPO) services, including customer care, sales, collections, back office and technical support. Atento is the largest provider in Latin America and among the top five providers globally, according to the company website.

The partnership aims to provide end-to-end business transformation solutions using Generative AI-powered technologies and CX consulting for customers in the United States, Europe, the Middle East, Africa, and Latin America.

By combining Atento's nearshore CX capabilities in Latin America with Tech Mahindra's global reach and service offerings, the partnership will deliver a comprehensive suite of BPO solutions in over 50 languages. These solutions will help enterprises improve operational efficiency, scalability, and agility to enhance digital CX.

Birendra Sen, Business Head of Business Process Services at Tech Mahindra, stated, "At Tech Mahindra, we are dedicated to innovating and enhancing our BPS to meet our customers' evolving needs. This partnership with Atento will strengthen our presence in the United States, and Europe, and open up new opportunities in Latin America."

The BPO solutions will be implemented through an operating system and model, utilising technologies like Gen AI, automation, analytics, process mining, virtual assistants, and conversational AI to drive business growth and customer satisfaction, the IT company said.

Dimitrius Oliveira, CEO of Atento, commented, "This partnership with one of the world's top IT companies demonstrates Atento's commitment to becoming a leading provider of Business Transformation Outsourcing in our markets, adding value to our clients throughout their CX transformation journey."

With a shared focus on enhancing customer experiences and digital transformation, this partnership signifies a significant milestone for both companies. Tech Mahindra's Business Process Services is known for its future-ready technology and global presence, serving over 270 customers in 15 countries and 55 delivery centres.

On April 25, Tech Mahindra reported a 40.9% fall in net profit to ₹661 crore year-on-year for the fourth quarter that ended March 31, driven by a continued slowdown in key verticals including telecom, communications, media and entertainment. Consolidated revenue for Q4FY24 decreased 6.2% YoY at ₹12,871 crore. On a QoQ basis, revenue was down by 1.8%, the company said in an exchange filing.