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Atento, a leading global provider of customer experience management and business process outsourcing services, has entered a strategic alliance with Omilia, a pioneer in Self-Learning Agentic CX. The partnership integrates Omilia’s advanced Agentic AI technologies into Atento’s portfolio, particularly strengthening its AI Agent pillar to deliver more autonomous, intelligent virtual agents capable of reasoning, acting, and learning across customer interactions.
The alliance marks a significant step in Atento’s evolution toward AI-powered customer experiences. By incorporating Omilia’s Self-Learning Agentic AI, Atento can offer virtual agents that go beyond scripted responses, autonomously handling sophisticated queries, orchestrating workflows, and integrating with enterprise systems for seamless resolutions.
This enhances customer satisfaction and reduces operational costs for Atento’s extensive client base across telecommunications, banking, financial services, healthcare, retail, and public administration sectors.
The partnership includes collaborative go-to-market efforts in the United States, EMEA, and Latin America. These initiatives will demonstrate the real-world impact of Agentic AI on business metrics, accelerating adoption among enterprises seeking transformative conversational solutions.
“This alliance reinforces our vision of delivering customer experiences powered by advanced AI, integrating market-leading Agentic AI capabilities into our AI Agent pillar,” said Dimitrius Oliveira, CEO of Atento. “Omilia’s technology enables us to scale more autonomous, intelligent and outcome-driven virtual agents for our clients.”
“Atento brings deep CX and BTO expertise together with a strong ambition for innovation,” said Dimitris Vassos, CEO and co-founder of Omilia. “Together, we support Atento’s ambition to bring the power of Agentic AI to organizations around the world, helping them transform customer interactions in a measurable and sustainable way.”
Through this collaboration, Atento solidifies its role as a strategic partner in business transformation outsourcing, combining its scale and expertise with cutting-edge AI to enable automation at scale without compromising the human-centric quality of interactions.
About Atento
Atento is the largest provider of customer experience management and business process outsourcing services (“CXM BTO”) in Latin America and one of the leading providers worldwide. Atento is also one of the leading providers of nearshoring CXM BTO services for companies operating in the United States. Since 1999, the Company has developed its business model across 17 countries, employing more than 90,000 people. Serving more than 400 clients, Atento offers a wide range of CRM BTO services across multiple channels.
About Omilia
Omilia is the global standard for AI-driven customer service transformation. Our native Agentic CX platform revolutionizes how enterprises engage with customers - automating interactions with precision, empowering agents in real time, and delivering seamless, personalized experiences across all channels.
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