Atento and Cresta combine AI agents, human support, and conversation intelligence to help enterprises scale hybrid customer experience operations across global markets.
Atento has announced a strategic multi-year partnership with Cresta to deliver hybrid human-AI customer experience solutions for enterprises globally.
The agreement combines Cresta’s customer experience AI platform with Atento’s consulting, transformation, AI services, and CX delivery capabilities.
According to the companies, the partnership is designed to accelerate expansion across the United States and Latin America while enabling enterprises to deploy integrated AI-powered customer experience operations.
Under the partnership, Cresta’s AI platform will be integrated into Atento’s Atent.AI offering, enabling organisations to deploy hybrid customer experience models that combine AI agents, AI-augmented human agents, and enterprise-grade conversation intelligence.
The joint solution supports automation of routine interactions, real-time AI assistance for agents, and continuous insight generation from customer conversations.
As part of the partnership, Atento will provide strategy, experience design, deployment, and optimisation services for Cresta’s customer experience AI platform.
Cresta stated that its platform is designed to help enterprises move beyond fragmented AI deployments by providing a shared intelligence layer across customer experience operations.
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The architecture enables organisations to operationalise AI more efficiently across complex customer service environments while maintaining continuity and human expertise.
“The CX industry is at an inflexion point. 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,” said Dimitrius Oliveira, Chief Executive Officer, 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 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,” said Ping Wu, Chief Executive Officer, Cresta.
Unlike traditional BPO or standalone AI deployments, the companies said the partnership is designed to align strategy, technology, and operations within a unified customer experience transformation model.
The collaboration aims to reduce time-to-value while improving customer engagement and operational performance across enterprise customer service operations.
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