Atento expands its technology offerings for companies that manage their own CX operations

Your CRM vendor just announced new "technology offerings for companies managing their own CX operations." Translation: they built more tools to sell you on top of the tools you already don't fully use.

Atento — a major CRM and outsourcing player — is expanding its tech stack aimed at businesses running their own customer experience in-house. The pitch is that you get enterprise-grade capability without handing over operations to an outsourcer. Sounds reasonable on paper.

Here's what that actually means for you. Another layer of platform features designed by people who've never had to explain a messy pipeline to a CEO on a Tuesday morning. More capabilities that look impressive in a demo and require a consultant to configure in real life. You've been in this movie before — the announcement sounds like progress, but six months later you're still exporting to spreadsheets to answer basic questions.

The pattern with big CRM vendors is always the same: they expand what they offer before they fix what's already broken for the people actually using it day to day.

#CRM #CustomerExperience #SalesOps #MidMarket #OperationsLeadership

Original Source

Atento, one of the world's leading providers of CRM and business transformation outsourcing (BTO) services, has announced the expansion of its ...