Omilia, the world leader in self-learning, agentic customer experience (CX) technology, and Atento, one of the world’s largest providers of customer experience management and business transformation outsourcing (CXM/BTO) services, have entered into a strategic partnership designed to deliver intelligent, scalable, and conversational AI experiences.
This collaboration will also contribute to the continued expansion of Atento’s service offerings, which are centered around three strategic pillars-AI Advance Insights, AI Agent Assist, and AI Agent. It can be seen that the collaboration agreement reached between the two companies will be pivotal in enhancing the AI Agent pillar established by Atento. This will be due to the fact that the AI agents being created will be more intelligent and autonomous in nature.
Omilia brings to the partnership its advanced conversational and agentic AI technologies designed to automate complex customer interactions across both voice and digital channels. Leveraging deep natural language understanding combined with intelligent orchestration across workflows and enterprise systems, the joint offering expands Atento’s portfolio of intelligent bots and virtual agents. The result is more personalized, efficient, and context-aware customer experiences, alongside measurable improvements in operational performance for organizations.
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Under the agreement, Atento and Omilia will collaborate across key global markets, including the United States, EMEA, and Latin America. Joint initiatives will focus on accelerating the adoption of next-generation conversational AI solutions and clearly demonstrating their impact on business outcomes such as efficiency, scalability, and customer satisfaction.
“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.”
This collaboration pushes Atento to further strengthen its stance in the market as a strategic business transformation partner in the customer experience domain. With the integration of advanced agentic AI capabilities into its CXM/BTO solutions, the company continues to support automation at scale, as well as efficient, optimal, and customer-focused conversations, thus bringing both companies to the forefront of the next wave of conversational innovation.