Atento Luxco 1, a global leader in Customer Experience Management (CXM) and Business Transformation Outsourcing (BTO), has announced a strategic, multi-year partnership with Cresta, the unified customer experience AI platform. The eight-figure agreement marks a significant move to scale hybrid human-AI solutions across the United States and Latin America. By integrating Cresta’s agentic AI technology directly into Atento's Atent.AI offering, the partnership aims to move beyond point-solution AI toward a unified workforce where AI agents and augmented human agents operate as a single, cohesive workforce.
Partnership Value: Multi-year, multimillion-dollar (eight-figure) agreement.
Geographic Focus: Expansion across the United States and Latin America.
Core Integration: Cresta's AI platform is now embedded within Atento’s Atent.AI suite.
Key Capabilities: Combined AI agents, real-time AI assistance for humans, and enterprise-grade conversation intelligence.
Strategic Positioning: Atento provides strategy, experience design, and end-to-end management for Cresta's platform deployments.
Announcement Date: May 7, 2026.
The partnership signifies a shift in the BTO (Business Transformation Outsourcing) industry toward "agentic" technology—AI capable of reasoning and acting within a business framework. By embedding this into every layer of Atento's delivery model, the joint solution automates routine interactions while providing human agents with real-time, context-aware coaching. This shared intelligence layer ensures that the human expertise behind service is preserved while operational efficiency is scaled through automation.
Unlike fragmented AI tools that act as isolated silos, the Atento-Cresta solution offers a unified architecture. Enterprises can deploy:
Autonomous AI Agents: Handling high-volume, routine requests with 24/7 availability.
AI-Augmented Human Agents: Receiving live, behavioral guidance to improve resolution rates and CSAT.
Conversation Intelligence: Generating continuous, actionable insights from every customer interaction to drive business decisions.
This collaboration leverages Atento’s dominant market position in Latin America and Cresta’s leadership in the U.S. enterprise CX AI space. By aligning technology with Atento’s deep consulting and operational expertise, the partnership reduces "time to value" for large-scale organizations attempting to modernize their contact centers without adding massive operational complexity.
"Enterprises no longer need point AI tools—they need fully integrated, operationally proven hybrid solutions. By combining Cresta's AI platform with Atento's strategy, design, and delivery expertise, we are redefining how AI is deployed and scaled." — Dimitrius Oliveira, CEO of Atento
"Together with Atento, we are enabling enterprises to deploy AI agents and AI-augmented human agents as one unified workforce. This partnership helps enterprises move beyond AI experimentation and achieve real CX transformation at scale." — Ping Wu, CEO of Cresta
Atento The largest provider of CXM and BTO services in Latin America and a leading nearshoring partner for U.S. companies. With over 90,000 employees and operations in 17 countries, Atento combines AI innovation with enterprise-scale delivery.
Cresta An enterprise-grade generative AI platform purpose-built for contact centers. Cresta’s technology turns every conversation into a competitive advantage by providing real-time guidance, automated quality management, and deep interaction insights.
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