Atento, Cresta partner to deliver hybrid human-AI CX solutions
MADRID, SPAIN — Atento and Cresta have signed a strategic multi-year, eight-figure partnership to deliver hybrid human-AI customer experience (CX) solutions to enterprises worldwide, the two companies announced.
According to a press release, the agreement pairs Atento’s leadership in Customer Experience Management and Business Transformation Outsourcing across Latin America with Cresta’s enterprise CX AI platform footprint in the United States, creating a single Americas-wide go-to-market for AI-led CX transformation.
The deal lands as enterprise clients shift away from fragmented point AI tools and demand operationally proven, integrated hybrid solutions from a single delivery partner.
A unified workforce of AI and human agents
Cresta’s AI platform will be integrated directly into Atento’s Atent.AI offering, enabling enterprises to deploy hybrid CX models that combine AI agents, AI-augmented human agents, and enterprise-grade conversation intelligence under one architecture.
The joint solution automates routine interactions, delivers real-time AI assistance to human agents, and generates continuous insights from customer conversations. Atento brings advanced strategy, experience design, and end-to-end management services for the deployment and optimization of Cresta’s platform.
“Together with Atento, we are enabling enterprises to deploy AI agents and AI-augmented human agents as one unified workforce,” said Ping Wu, CEO of Cresta.
He added that the partnership helps enterprises across Latin America and the U.S. “move beyond AI experimentation and achieve real CX transformation at scale, with the technology, services, and operational expertise required to elevate every customer conversation.”
Reinforcing Atento’s BTO positioning against the industry inflection
The partnership reinforces Atento’s positioning as a leader in Business Transformation Outsourcing by embedding agentic AI technology into every layer of its offering.
Cresta’s unified intelligence layer makes AI easier to operationalize across complex CX environments, accelerating time to value while preserving the human expertise that drives premium service outcomes.
Unlike traditional BPO models or standalone AI tools, the joint offering aligns strategy, technology, and operations under a single delivery model.
“The CX industry is at an inflection point. Enterprises no longer need point AI tools—they need fully integrated, operationally proven hybrid solutions,” said Dimitrius Oliveira, CEO of Atento.
He added that combining Cresta’s AI platform with Atento’s strategy, design, and delivery expertise is “redefining how AI is deployed and scaled in customer experience operations.”
The partnership reflects an accelerating realignment across the global CX outsourcing industry, where firms including Concentrix, TaskUs, and Teleperformance are racing to bundle AI platforms with delivery expertise rather than offer them as separate features.
As enterprise clients demand fewer vendors and tighter integration between technology and operations, hybrid human-AI delivery models are emerging as the dominant structure for cross-border CX transformation.
