Atento and Cresta Form Strategic Alliance for Enhanced AI-Driven Customer Experience Solutions

Strategic Partnership to Enhance Customer Experience

Atento Luxco 1, a leading player in the Customer Experience Management and Business Transformation Outsourcing sector, has joined forces with Cresta, a prominent unified customer experience AI platform. This collaboration is designed to create hybrid solutions that combine both human and AI capabilities to enhance customer engagement globally.

Key Details of the Partnership

On May 7, 2026, Atento officially launched a multi-year, multi-million dollar agreement with Cresta. This partnership aims to leverage the leadership status of Cresta in enterprise customer experience AI while integrating it with Atento's established capabilities in AI-driven professional services and customer experience delivery. By fusing these strengths, both companies are set to expand their influence across the United States and Latin America, fundamentally changing how businesses approach customer interactions.

Integrating Advanced AI Technology

The resulting joint offering will embed Cresta's advanced AI technology within Atento’s Atent.AI service. This integration enables businesses to implement hybrid customer experience models that utilize both AI agents and AI-enhanced human agents. The solutions developed will not only automate standard interactions but also provide real-time AI support to human representatives, thereby continuously generating insights from customer dialogues.

Comprehensive Services for Businesses

Atento's role extends beyond just technology integration; it will provide comprehensive strategy development, experience design, and end-to-end management services to optimize the Cresta AI platform's deployment. With Atento's extensive operational expertise and history in AI-led customer experience services, the alliance promises significant improvements in business outcomes that can be quantitatively measured.

Addressing Key Industry Challenges

According to Dimitrius Oliveira, CEO of Atento, the customer experience (CX) sector is at a crucial juncture. Organizations are looking to evolve past isolated AI tools and require fully integrated solutions that are operationally validated. This partnership aims to meet that demand. Similarly, Ping Wu, CEO of Cresta, emphasizes the goal of enabling enterprises to unite AI agents and AI-supported human agents into a cohesive workforce, facilitating substantive customer experience transformations in both Latin America and the U.S.

A New Era in Customer Experience Management

Unlike traditional Business Process Outsourcing (BPO) models and standalone AI applications, the collaboration between Atento and Cresta seeks to provide an integrated transformation offering that harmonizes strategy, technology, and operations. The intent is to accelerate realization of value for businesses while enhancing both customer and client outcomes.

Through their combined expertise and innovative platforms, Atento and Cresta are setting a new standard for customer experience management that aligns with current market expectations and technological advancements. Their focus on creating a seamless integration of AI into customer operations is poised to redefine industry practices and enhance overall service delivery.

In summary, this strategic partnership marks a significant milestone in the world of customer experience management, positioning Atento and Cresta as pioneers in the integration of human and AI capabilities for improved client interaction. As they embark on this journey together, the implications of their collaboration are set to impact the industry significantly, offering businesses the tools and insights needed to thrive in a rapidly evolving market.