Atento Collaborates with Sanas and Thrivin to Enhance Customer Experience with AI Integration
In a groundbreaking move within the customer experience (CX) industry, Atento, a prominent player in business transformation outsourcing (BTO), has initiated a strategic partnership with Sanas and Thrivin. Sanas is renowned for its innovative real-time speech understanding technology, while Thrivin is hailed for its quality-first impact sourcing platform based in Kenya. This collaboration aims to redefine impact sourcing and enhance the CX landscape, providing enterprises a robust framework to expand globally while ensuring high standards of governance and performance.
The collaboration is rooted in Atento's vision that the future of CX is heavily reliant on the integration of AI capabilities, complemented by human talent. The initiative will employ a unified operational model that marries Atento's extensive BTO governance and transformation expertise with Sanas' cutting-edge speech technology. Thrivin will contribute its pool of highly educated and motivated professionals from Kenya, all within Atento's global operational standards.
This partnership promises not only to elevate operational efficiency but also to operationalize impact sourcing at scale. By leveraging Thrivin's top-notch talent in concert with Sanas' AI-driven solutions, Atento seeks to eliminate barriers in communication during customer interactions, thereby fostering greater confidence in agents and clarity for customers.
One of the critical aspects of this collaboration is its focus on Total Experience (TX), merging customer experience, employee satisfaction, and operational effectiveness into a single cohesive model. This innovative approach ensures that service delivery remains human-centric while benefiting from AI enhancements.
Africa is emerging as a vital player in the CX and BTO sectors, with its young, digitally literate workforce opening new avenues for businesses looking to enhance their service delivery models. Atento’s collaboration with Thrivin introduces a pathway for enterprises to tap into this skilled labor force, all while maintaining high standards of quality and brand integrity. Sanas' technology further facilitates this by solving challenges related to communication in global call centers.
Brent Bush, EVP of Sales and Business Development at Atento, noted, "This collaboration brings together complementary strengths — Atento's transformative solutions, Sanas' speech understanding technology, and Thrivin's exceptional talent network. Together, we are fostering new opportunities for scaling AI-augmented customer experience while helping businesses break into new markets. We also foresee a prosperous growth trajectory for our affiliated organizations as we aim to deliver innovative global solutions for client needs."
Chris Condon, President and GM of US Nearshore at Atento, highlighted the advantages for US operations, stating, "This collaboration enhances our capacity to scale responsibly without sacrificing enterprise standards. Integrating AI-enabled voice technology with a well-structured impact sourcing delivery model illustrates that we can pursue global expansion, maintain operational rigor, and foster workforce development cohesively within a high-performance BTO environment."
The future of outsourcing is increasingly tied to the blend of AI capabilities, rigorous governance, and workforce development within a singular framework, indicating a shift away from traditional geographic boundaries that previously defined the industry. As Atento, Sanas, and Thrivin embark on this collaborative journey, they are poised to pave the way forward, establishing a new benchmark for customer experience in an ever-evolving digital landscape.
The collaboration is rooted in Atento's vision that the future of CX is heavily reliant on the integration of AI capabilities, complemented by human talent. The initiative will employ a unified operational model that marries Atento's extensive BTO governance and transformation expertise with Sanas' cutting-edge speech technology. Thrivin will contribute its pool of highly educated and motivated professionals from Kenya, all within Atento's global operational standards.
This partnership promises not only to elevate operational efficiency but also to operationalize impact sourcing at scale. By leveraging Thrivin's top-notch talent in concert with Sanas' AI-driven solutions, Atento seeks to eliminate barriers in communication during customer interactions, thereby fostering greater confidence in agents and clarity for customers.
One of the critical aspects of this collaboration is its focus on Total Experience (TX), merging customer experience, employee satisfaction, and operational effectiveness into a single cohesive model. This innovative approach ensures that service delivery remains human-centric while benefiting from AI enhancements.
Africa is emerging as a vital player in the CX and BTO sectors, with its young, digitally literate workforce opening new avenues for businesses looking to enhance their service delivery models. Atento’s collaboration with Thrivin introduces a pathway for enterprises to tap into this skilled labor force, all while maintaining high standards of quality and brand integrity. Sanas' technology further facilitates this by solving challenges related to communication in global call centers.
Brent Bush, EVP of Sales and Business Development at Atento, noted, "This collaboration brings together complementary strengths — Atento's transformative solutions, Sanas' speech understanding technology, and Thrivin's exceptional talent network. Together, we are fostering new opportunities for scaling AI-augmented customer experience while helping businesses break into new markets. We also foresee a prosperous growth trajectory for our affiliated organizations as we aim to deliver innovative global solutions for client needs."
Chris Condon, President and GM of US Nearshore at Atento, highlighted the advantages for US operations, stating, "This collaboration enhances our capacity to scale responsibly without sacrificing enterprise standards. Integrating AI-enabled voice technology with a well-structured impact sourcing delivery model illustrates that we can pursue global expansion, maintain operational rigor, and foster workforce development cohesively within a high-performance BTO environment."
The future of outsourcing is increasingly tied to the blend of AI capabilities, rigorous governance, and workforce development within a singular framework, indicating a shift away from traditional geographic boundaries that previously defined the industry. As Atento, Sanas, and Thrivin embark on this collaborative journey, they are poised to pave the way forward, establishing a new benchmark for customer experience in an ever-evolving digital landscape.
Topics Consumer Technology）
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