Inbound and outbound service
Queues, campaigns, schedules, priorities and rules for service, sales, support or collections.
ATC platform · CCaaS
A CCaaS platform for calls and digital channels in one operation
ATC develops and provides its cloud contact center platform for service, sales, collections and support teams across Latin America.
Omnichannel use cases
Auto rotationWeb lead with omnichannel follow-up
The customer submits data, receives a call and continues on WhatsApp without losing history.
C
UnifiedLead #0248
Identified by phone
Web chat
Data received
Automated task
Call created
Outbound call
Handled · 04:18
Customer reconnects
Agent assigned
History available
Context for the agent
Origin
Web chat · CX campaign
Task created
Sales call
Last interaction
Answered · 04:18
Current channel
The agent receives the full history
The conversation continues without asking the customer to repeat the issue.
What does the ATC CCaaS platform provide?
ATC’s CCaaS platform lets teams receive and make calls, manage WhatsApp, SMS, webchat and email, route each interaction to the right team and preserve customer context across channels. ATC provides the technology, configures it for each operation, connects existing systems and supports go-live.
Capabilities
A connected operation from end to end
Our platform is configured around your processes, channels, schedules, teams and metrics.
Digital channels
WhatsApp, SMS, webchat and email connected to conversation context when supported by the provider.
IVR and routing
Voice menus, self-service and distribution by skill, availability, priority or customer data.
Agents and supervision
A unified workspace, monitoring, reporting and traceability to manage service quality.
Automation and AI
Bots, assistants and flows that resolve repetitive tasks and transfer to a person with context.
Business integration
Connections to CRM, ERP, help desk, databases and analytics tools through APIs.
Applications
Customer contact use cases
The same technology core can adapt to different teams and stages of the customer journey.
Customer service
Unify inquiries, claims and follow-up without losing history between channels.
Sales and renewal
Prioritize opportunities, distribute contacts and record outcomes in the sales system.
Collections and notifications
Coordinate reminders, calls and agreements using company-defined contact rules.
Technical support
Connect diagnosis, tickets and escalation with the responsible specialists.
Common integrations
We connect the ATC platform to the systems your company already uses through APIs, webhooks and connectors.
CRM and ERPWhatsApp and SMSEmail and webchatHelp deskAPIs and webhooksBI and analytics
How we activate the CCaaS platform
Assessment
We map volumes, channels, schedules, teams, systems and goals.
Design
We define architecture, journeys, integrations, permissions and metrics.
Configuration
We build, integrate and test with users and real scenarios.
Launch and improve
We support adoption and tune the operation using its data.
FAQ
Contact center and CCaaS questions
Is ATC the provider of the CCaaS platform?+
Yes. ATC develops and provides its own CCaaS platform. The service includes platform access, configuration, channels, system connections, training and support. Agent operations are scoped separately for each project.
Which channels does the platform include?+
The platform can bring inbound and outbound calls, WhatsApp, SMS, webchat, email and other digital channels into one coordinated workspace, subject to channel availability and local requirements.
Can it connect to our current CRM or ERP?+
Yes, when the system provides APIs, webhooks, connectors or secure data exchange. Compatibility is validated during assessment.
Does CCaaS work for small and large teams?+
The cloud model supports operations of different sizes. Licenses, capacity, redundancy and support are sized according to agents, traffic, channels and required service levels.
Let us design your contact operation
Tell us which channels you use, how many agents you have and which systems need to connect.