Atento, which is among the world’s largest providers of Customer Experience Management and Business Transformation Outsourcing (CXM/BTO) services, has disclosed a strategic multi-year collaboration with Cresta, the unified customer experience AI platform for human and AI agents.
This multi-million-dollar deal aims at ramping up the implementation of AI-enabled customer experience offerings in the US and Latin America by integrating Cresta’s top-notch conversational AI technology with Atento’s AI-oriented CX consulting and operation delivery skills.
Atento Expands AI-Led CX Capabilities Through Cresta Integration
This arrangement will see Cresta’s customer experience AI platform embedded in Atento’s Atent.AI product, So allowing companies to utilize hybrid customer engagement systems with AI agents, AI-assisted human agents, and advanced conversation intelligence features all through one ecosystem.
The combined offering aims at helping businesses to handle customer service through automated means, assist human customer service agents with real-time AI, and continuously track customer interactions to gain operational insights.
This partnership goes a step further in enabling Atento to provide comprehensive AI transformation services, covering development of strategy, designing experience, carrying out implementation, optimizing, and managing scaled CX operations in the enterprise.
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Unified AI Architecture for Enterprise Customer Experience
Cresta’s platform is built to help organizations move away from fragmented AI deployments by creating a shared intelligence layer across customer service operations. The architecture supports streamlined AI adoption across complex enterprise environments while maintaining the human expertise required for high-quality customer interactions.
“The CX industry is at an inflection point,” said Dimitrius Oliveira, CEO of Atento. “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 in customer experience operations.”
“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. “This 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.”
Supporting Enterprise-Scale AI Transformation in CX
The Atento-Cresta partnership is, in fact, a move-away from the usual outsourcing methods or standalone AI technologies. Their main emphasis is on the implementation of AI with other elements of customer experience, i.e. operational workflow and reach are combined and delivered as one integrated customer experience transformation structure.
The companies revealed that the new method being the main focus of the partnership is meant to assist businesses in lessening the complexity of deployment, getting up to value quickly, increasing efficiency of operations, and also resulting in improved customer engagement and better business outcomes.
Given that enterprises are at the same time looking for scalable, AI-powered CX solutions, the tie-up will help both Atento and Cresta strengthen their footprint in the swiftly changing customer experience technology market in North America and Latin America.