Atento, a global leader in customer experience (CX) and business transformation outsourcing (BTO), has entered a strategic collaboration with Sanas, a provider of real-time speech understanding technology, and Thrivin, a quality-focused impact sourcing platform based in Kenya. The partnership creates a unified operating model that combines enterprise-grade governance, AI enablement, and high-caliber talent to deliver scalable, AI-augmented customer experience while advancing responsible impact sourcing.
Quick Intel
A Unified Model: Governance, AI, and Quality Talent
The collaboration merges complementary strengths to address key challenges in global CX delivery:
Atento retains oversight of the complete model, ensuring that security, compliance, performance management, and transformation initiatives consistently meet global enterprise expectations.
Scaling Impact Sourcing with Enterprise Discipline
Africa continues to emerge as a strategic delivery geography for CX and business services, supported by a young, English-speaking, digitally native workforce. Through Thrivin’s talent pipeline and Atento’s structured governance, enterprises gain access to this high-potential region while preserving operational rigor and brand integrity.
Sanas’ AI technology further enables this expansion by addressing common barriers in global voice operations—such as accents, clarity, and real-time understanding—allowing agents to perform confidently and deliver consistent customer experiences regardless of location.
Driving Total Experience (TX) at Scale
The initiative is guided by Total Experience (TX) principles, intentionally keeping human agents at the center while augmenting their capabilities with AI. This approach balances customer satisfaction, employee empowerment, and operational efficiency—creating a resilient, future-ready delivery model.
"This collaboration brings together complementary strengths: Atento's global transformation solutions and BTO delivery model, Sanas' real-time speech understanding technology, and Thrivin's exceptional talent network in Africa. Together, we're creating new opportunities to deliver AI-augmented customer experience at scale while helping enterprises expand into new markets with the governance, performance, and quality they expect from Atento," said Brent Bush, EVP Sales & Business Development at Atento.
"From a U.S. operations perspective, this collaboration strengthens our ability to scale responsibly without compromising enterprise standards," added Chris Condon, President & GM US Nearshore at Atento. "By integrating AI-enabled voice technology with a disciplined, governed impact sourcing delivery model, we're demonstrating that global expansion, operational rigor, and workforce development can coexist within a high-performance BTO framework."
About Atento
Atento is a global leader in customer experience (CX) and business transformation outsourcing (BTO). The company designs, builds, and operates end-to-end customer engagement solutions that help enterprises acquire, retain, and grow customer relationships while improving operational efficiency and business outcomes.
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