Atento, Omilia partner to scale agentic AI in CX
MADRID, SPAIN, and LARNACA, CYPRUS — Atento, a global provider of customer experience (CX) outsourcing, has announced a strategic alliance with conversational artificial intelligence (AI) firm Omilia to integrate advanced agentic AI capabilities into its service portfolio.
This move aims to accelerate market deployment across the Americas and Europe, the Middle East, and Africa (EMEA).
Agentic AI to power autonomous virtual agents
Dimitrius Oliveira, Chief Executive Officer (CEO) of Atento, notes, “This alliance reinforces our vision of delivering customer experiences powered by advanced AI, integrating market-leading Agentic AI capabilities into our AI Agent pillar.”
This action particularly strengthens Atento’s three strategic pillars:
- AI Advance Insights
- AI Agent Assist
- AI Agent
Omilia is a company founded in 2002 that specializes in transforming customer service with AI. Its AI-first conversational technology has a competitive advantage and a differentiated product that automates the most sophisticated interactions between customer service in both voice and digital channels through the use of advanced natural language recognition.
This integration aims to create virtual agents capable of higher-order functions. By utilizing intelligent orchestration across workflows and enterprise systems, these enhanced bots are designed to reason, act, and learn autonomously during customer interactions.
The intended result is a significant transformation in Atento’s product portfolio, promising to deliver more efficient and effective automated customer experiences while improving operational efficiency for its client businesses.
“Omilia’s AI-first technology enables us to scale more autonomous, intelligent, and outcome-driven virtual agents for our clients,” said Oliveira.
Dimitris Vassos, CEO and Co-founder of Omilia, adds, “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.”
Global strategy for conversational AI adoption
Along with the integration of technologies, the partnership is a well-aligned business venture aimed at conquering strategic spheres.
Atento and Omilia have already established a formal joint go-to-market agreement, which will initiate measures in strategic markets, such as the United States, EMEA, and Latin America.
It is a good indicator of the alliance’s global character, which aims to accelerate the mass adoption of its next-generation conversational AI solutions.
Collaborative market initiatives are clearly aimed at demonstrating the real-world business impact of their joint AI solution. The companies hope to make intelligent virtual agent solutions go viral in the enterprise by speaking with one voice.
This competitive market acceleration is aimed at turning their increased technological capacities into quantifiable business value for customers worldwide, thereby entrenching them in the competitive customer experience management (CXM) and business transformation outsourcing (BTO) arena.
As Vassos notes, “Atento brings deep CX and BTO expertise together with a strong ambition for innovation.”
Atento, which serves over 400 clients and employs 90,000 people, ranked #26 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies. The 2026 edition of the OA500 is expected to be released in March.
