Atento S A : BPO Market Trends as per Gartner Report

BPO market trends as per Gartner report

• • The adoption of digital, analytics, AI, automation and Cloud services, are among the most
    outstanding trends over the coming years.
• Readjusting the service offering will give rise to a series of operational and efficiency challenges.

New York, 27 July 2021. As per Gartner, "Customer management BPO is experiencing a seismic shift from offshore voice services to digital and work-at-home services while delivering customer experience and trust. By 2023, 75% of CM BPO service providers will adopt AI and analytics-based marketing, sales and customer service because these technologies are reducing in cost and can yield significant competitive advantage."

Atento has been recognized by Gartner in CM BPO market , "Gartner believes the sector's growth will be driven by the rapid adoption of new services in the digital, analytics, artificial intelligence (AI), automation and cloud realm, as well as those that include business process platforms as a service (BPaaS)." These new services will begin to rise in popularity beside long-standing traditional services, such as voice-based calls.

As per the Gartner report, the BPO market is made up of four main categories; "customer selection, customer acquisition, customer retention and customer expansion. These four segments have emerged due to a transformation in certain market components including service offerings, technology, service delivery, agreement structure, prices, and labor supply. In this context, the four market categories have brought about three key trends that will affect the BPO sector until 2023".

• "Rapid adoption of digital, analytics, artificial intelligence (AI), automation and cloud services". Changes brought about by COVID-19in the form of social interactions, shopping behavior, working conditions and business transactions will continue to push consumers towards digital methods. The closing of workplaces around the world have accelerated the adoption of working- at-homeas the primary delivery mode for traditional voice-basedservices.
• "Operational and efficiency challenges, driven by the realignment of supply: notably the rise in work-from-homeoptions (WFH), offshoring and nearshore services (skills and talent) versus digital and self-serviceoptions. On the other hand, buyers and suppliers will seek to readjust productivity levels and service quality to pre-pandemiclevels."
• "Industry consolidation. Mergers, acquisitions, growth and investor expectations are factors to consider when identifying current and future opportunities."

"As the BPO industry seeks to re-establish itself in 2021, it is important for technology leaders and BPO service providers to understand these key trends in order to establish a strategy that will address the fourth transformation of the BPO industry," remarks Carlos López Abadia, CEO Atento.

According to Gartner, "the future success of organizations and, in particular, BPO providers will depend on how they invest and develop their key competences. This will include the redesign of traditional BPO services and the inclusion of new digital services, work-from-home (WFH) models, as well as advanced analytics, artificial intelligence (AI), and intelligent automation services delivered via the cloud. BPO providers will therefore need to change from being pure technology integrators and become all-round service orchestrators, balancing a portfolio of service offerings across an ecosystem of technology partners, or at least comprising an important part of that ecosystem."

Gartner, Market Trends: Digital, AI, Cloud, Automation and Work-at-Home Services Adoption Reshapes CM BPO, TJ Singh, Deborah Alvord, 7 January 2021

About Atento

Atento is one of the five largest global providers for client relationship management and business process outsourcing services nearshoring for companies that carry out their activities in the United States. Since 1999, the company has developed its business model in 14 countries with a workforce of 150,000 employees. Atento has over 400 clients for which it provides a wide range of CRM/BPO services through multiple channels. Its clients are leading multinational

companies in the technology, digital, telecommunications, finance, health, consumer and public administration sectors, amongst others. Atento trades under ATTO on the New York Stock Exchange. In 2019 Atento was recognized by Great Place to Work® as one of the 25 World's Best Multinational Workplaces and as one of the Best Places to Work in Latin America. For more information www.atento.com

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Forward-Looking Statements

This press release contains forward-looking statements. Forward-looking statements can be identified by the use of words such as "may," "should," "expects," "plans," "anticipates," "believes," "estimates," "predicts," "intends," "continue" or similar terminology. These statements reflect only Atento's current expectations and are not guarantees of future performance or results. These statements are subject to risks and uncertainties that could cause actual results to differ materially from those contained in the forward-looking statements. In particular, the COVID- 19 pandemic, and governments' extraordinary measures to limit the spread of the virus, are disrupting the global economy and Atento's industry, and consequently adversely affecting the Company's business, results of operation and cash flows and, as conditions are recent, uncertain and changing rapidly, it is difficult to predict the full extent of the impact that the pandemic will have. Risks and uncertainties include, but are not limited to, competition in Atento's highly competitive industries; increases in the cost of voice and data services or significant interruptions in these services; Atento's ability to keep pace with its clients' needs for rapid technological change and systems availability; the continued deployment and adoption of emerging technologies; the loss, financial difficulties or bankruptcy of any key clients; the effects of global economic trends on the businesses of Atento's clients; the non- exclusive nature of Atento's client contracts and the absence of revenue commitments; security and privacy breaches of the systems Atento uses to protect personal data; the cost of pending and future litigation; the cost of defending Atento against intellectual property infringement claims; extensive regulation affecting many of Atento's businesses; Atento's ability to protect its proprietary information or technology; service interruptions to Atento's data and operation centers; Atento's ability to retain key personnel and attract a sufficient number of qualified employees; increases in labor costs and turnover rates; the political, economic and other conditions in the countries where Atento operates; changes in foreign exchange rates; Atento's ability to complete future acquisitions and integrate or achieve the objectives of its recent and future acquisitions; future impairments of our substantial goodwill, intangible assets, or other long-lived assets; and Atento's ability to recover consumer receivables on behalf of its clients. In addition, Atento is subject to risks related to its level of indebtedness. Such risks include Atento's ability to generate sufficient cash to service its indebtedness and fund its other liquidity needs; Atento's ability to comply with covenants contained in its debt instruments; the ability to obtain additional financing; the incurrence of significant additional indebtedness by Atento and its subsidiaries; and the ability of Atento's lenders to fulfill their lending commitments. Atento is also subject to other risk factors described in documents filed by the comp any with the United States Securities and Exchange Commission. These forward-looking statements speak only as of the date on which the statements were made. Atento undertakes no obligation to update or revise publicly any forward-looking statements, whether as a result of new information, future events or otherwise.