Atento announces the effective implementation of its financial restructuring and unveils new company strategy leading the way to BTO (Company Transformation Outsourcing)

  • The Restructuring Productive Day in relation to Atento’s economical restructuring applied by way of a Uk restructuring approach has transpired pursuing approval by its collectors and the sanction of the English Courtroom.
  • Adhering to the thriving funding of the Exit Financing, the Company enters a new section with a solid target on technologies expenditure to additional enhance CX solutions, alongside with geographic growth.
  • Technology-pushed transformation, such as AI and intelligent automation, will stay the backbone for delivering the ideal client expertise with a human touch.
  • The Business will carry on to aim on strengthening its Nearshore, Offshore and Multilingual small business, as effectively as rising its existence in the US sector.

MADRID, Nov. 27, 2023 /PRNewswire/ — Atento Luxco 1 (“Atento” or the “Firm”), just one of the world’s largest vendors of client connection administration and small business course of action outsourcing (CRM/BPO) providers and market leader in Latin The usa, now declared its new business system subsequent the prosperous completion of its restructuring system. Moving forward, Atento enters a new stage in its business enterprise method aimed at major the way to Company Transformation Outsourcing, boosting its competitiveness in the market place, and improving upon its advancement outlook. In line with this new system, the Organization is adopting a sturdy focus on technological financial commitment for the transformation of the CX and its geographic enlargement, with the workforce and clientele at the heart.

Completion of the Restructuring

The Business now announces the event of the Restructuring Effective Date on 27 November 2023 and the prosperous completion of its monetary restructuring, carried out by way of a United kingdom restructuring plan pursuant to Portion 26A of the Companies Act 2006 (the “Restructuring System”). The Restructuring Approach was permitted by the Firm’s collectors at the creditor conferences held on 13 November 2023 with near-unanimous support from its creditors voting on the restructuring system and was subsequently sanctioned by the English court docket at a sanction hearing held on 17 November 2023 in the High Court of Justice of England and Wales.

As portion of the restructuring, the Enterprise has gained more commitments of $76 million by the Exit Financing course of action. In addition to the $37 million already gained by the Firm through June 2023 to August 2023, this increases the total investment decision to $113 million and supplies the Firm with a secure money platform to put into action its new company technique. As a end result of the Restructuring System, the Business has converted the the vast majority of its financial debt into fairness resulting in an anticipated FY24 web leverage ratio of .8x EBITDA and has eliminated costs in relation to its funding to supply additional ability to re-devote in the business enterprise.

“We are psyched to get started this new section with a potent emphasis on consumers, men and women and technologies. We feel that to guide the subsequent era of CX it is critical to composition intelligent, agile, and humanized companies, where by people ought to be at the coronary heart of the conversation”, suggests Dimitrius Oliveira, CEO of Atento. “We are embarking on this new path extra centered than at any time on guaranteeing excellence, escalating as a Firm, expanding our geographical existence and revolutionizing the CX sector with a concentration on transformation”, he provides.

The Company was recommended by Sidley Austin LLP, Loyens & Loeff Luxembourg SARL and Houlihan Lokey EMEA, LLP in connection with the Restructuring Program.

A new route to continue to keep primary the Future Era Client Experience

The Firm’s business system going forward will pivot on a few major pillars: (i) income diversification, (ii) driving operational excellence, and (iii) transformation. In relation to profits diversification, Atento aims to push progress in the US current market, keep on to commit in the multilingual offering produced in EMEA and the Spanish nearshore, and inaugurate the Philippines location as an offshore location. 

At the exact same time, the Enterprise will go on to investigate buyer acquisition options and the marketing of present prospects, focusing on the chances supplied by digital CX. The Firm’s support featuring will also concentration on evolving from Business enterprise Process Outsourcing to Business Transformation Outsourcing, wherever AI and automation participate in a crucial job in strengthening competitiveness and are promoted with a emphasis on consulting.

Driving operational effectiveness dependent on human-tech excellence

The Corporation will bolster its operational excellence by concentrating on its people and consumers, offering constant enhancements on employee knowledge that direct to staff pleasure, and, empowering its staff with the use of tools and technologies driven by AI, analytics and automation, resulting in extraordinary buyer support with a human contact.

At the identical time, Atento remains focused on preserving the superb operational efficiency that has attracted optimistic Buyer Fulfillment (CSat) and Web Promoter Score (NPS) documents. In this regard, the Organization carries on to promote present versions these types of as Atento Get the job done from Residence Agents (WAHA), letting Atento to have an infrastructure well prepared to operate remotely at any time, supplying properly-becoming and security positive aspects to its workers and letting the Organization to make gains in productivity and accelerate progress.

Accelerating technological innovation implementation: Transformation is crucial

An additional important pillar of the Firm’s latest approach is the promotion of technological innovation in all regions. From the base, the Enterprise is marketing technological know-how in internal procedures. Moreover, Atento will promote engineering in its present do the job with buyers, by using AI, RPA, bots or analytics that can automate essential transactions and improve their transformation. Atento will also carry on to launch and employ technologies-driven offerings, in addition to its existing innovative technological know-how, guided by a consultative approach to detect opportunities and accompany clients throughout their transformation.

In new a long time, innovation has become an inherent attribute of Atento, key to fostering interior and customer transformation and a critical ingredient to this new method. Analysts this kind of as Frost & Sullivan and Gartner have recognized the Firm’s management in this place in locations such as Latin The us, the place the Organization continues to be a sturdy chief due to its knowledge in the market, its focus on cybersecurity and its main ESG methods in the region. Initiatives these types of as the innovation hub, the accomplishment of ISO 56002 and the regular start of proprietary technology make a big difference in the sector and endorse the Firm’s trajectory on the highway to continuous tech transformation.

The implementation of new systems in providers, particularly in AI and automation, have been critical to the Company’s day-to-working day operations. From its application in candidate assortment procedures and staff coaching to the start of Atena, the Firm’s manufacturer persona, these technologies lay the path to follow with buyers to continue providing new systems with the human touch at the heart of the conversation.

Expectation of growth backed by know-how and believe in from corporate ecosystem

In addition to expanding its presence in other markets and strengthening its posture in current markets, Atento’s fiscal strength makes it possible for it to go on concentrating on its crucial clientele.

Atento will keep on to discover options in the electronic sector, with companions this kind of as Microsoft, with whom it is previously performing with its Generative AI option to guidebook brokers in supplying the very best interaction.

It is expected that this new technique will propel the Firm’s critical position in the market place, with exceptional company expertise dependent on knowledge and consultancy, evolving its company portfolio to provide the most effective staff practical experience and continue to push client pleasure in a shifting technological innovation setting.

About Atento

Atento is the premier provider of purchaser romance management and enterprise course of action outsourcing (“CRM BPO”) services in Latin The us and 1 of the top companies throughout the world. Atento is also 1 of the top companies of nearshoring CRM BPO companies for organizations functioning in the United States. Considering that 1999, the Company has created its business design in 17 nations, using approximately 120,000 people. Atento has more than 400 clientele, providing a wide vary of CRM BPO solutions by means of many channels. Atento’s purchasers are typically foremost multinational organizations in telecommunications, banking and financial expert services, healthcare, retail and public administration sectors. In current several years the Company has been regarded for its excellence by a number of marketplace analysts throughout diverse locations, together with Everest (named as a “star performer” in 2021), Gartner (identified as leader for Purchaser Support BPO in Magic Quadrant due to the fact 2021), Frost & Sullivan (named as a chief in CX Outsourcing in Latin The us for 2022), or Forbes (selected as a person of the top 100 finest organizations to operate in 2023 in Spain). For additional data visit

Ahead-Searching Statements

This push release has ahead-hunting statements. Ahead-seeking statements can be recognized by the use of words these as “may possibly,” “need to,” “expects,” “ideas,” “anticipates,” “believes,” “estimates,” “predicts,” “intends,” “go on” or related terminology. These statements reflect only Atento’s present-day expectations and are not guarantees of long run occasions. These statements are topic to risks and uncertainties that could cause real final results and gatherings to vary materially from people contained in the forward-searching statements. These types of risks and uncertainties include things like, but are not confined to Atento’s future cash necessities levels of competition in Atento’s really competitive industries boosts in the cost of voice and information products and services or major interruptions in these services Atento’s ability to efficiently implement its new enterprise method Atento’s skill to maintain speed with its clients’ wants for swift technological improve and programs availability the continued deployment and adoption of rising technologies the loss, money troubles or bankruptcy of any essential clientele the consequences of world economic tendencies on the businesses of Atento’s consumers the non-special nature of Atento’s customer contracts and the absence of earnings commitments protection and privateness breaches of the systems Atento uses to defend private info the value of pending and long term litigation the price of defending Atento in opposition to intellectual property infringement statements considerable regulation impacting several of Atento’s firms Atento’s potential to guard its proprietary data or technology support interruptions to Atento’s data and operation centers Atento’s means to retain critical staff and appeal to a sufficient selection of experienced workforce increases in labor charges and turnover fees the political, financial and other circumstances in the international locations in which Atento operates alterations in overseas exchange fees Atento’s ability to complete long term acquisitions and integrate or achieve the targets of its the latest and long run acquisitions upcoming impairments of our substantial goodwill, intangible property, or other prolonged-lived assets and Atento’s potential to get better shopper receivables on behalf of its consumers. Atento is also topic to other chance elements explained in files filed by the organization with the United States Securities and Exchange Fee. These forward-searching statements talk only as of the date on which the statements have been produced. Atento undertakes no obligation to update or revise publicly any ahead-searching statements, no matter whether as a end result of new data, potential events or otherwise. 

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Source Atento S.A.