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Atento and Cresta Sign Strategic Partnership to Deliver Hybrid Human-AI Customer Experience Solutions

A major BTO player solidifies its AI edge with an eight-figure partnership, integrating cutting-edge conversational AI agents into its human-centric customer experience solutions, leveraging Cresta's real-time AI operations platform to enhance Atento's consulting and transformation services. The deal underscores the growing demand for hybrid human-AI solutions in customer experience management.

Eva H (AI-assisted) 1 min read EN

Based on reporting from Source.

Atento, a provider of Customer Experience Management and Business Transformation Outsourcing services, has signed a strategic partnership with Cresta, a unified customer experience AI platform. The multi-year, eight-figure agreement aims to deliver hybrid human-AI solutions to businesses worldwide.

Overview

The partnership brings together Cresta's leadership in enterprise CX AI with Atento's AI-led professional services and CX delivery capabilities. This collaboration accelerates both companies' expansion across the United States and Latin America. The joint solution supports automation of routine interactions, real-time AI assistance for human agents, and continuous insight generation from customer conversations.

What it does

The partnership embeds world-class agentic AI technology into every layer of the BTO offering. Cresta's AI platform for customer experience will be integrated into Atento's Atent.AI offering, enabling enterprises to deploy hybrid CX models that combine AI agents, AI-augmented human agents, and enterprise-grade conversation intelligence. Atento provides advanced strategy, experience design, and end-to-end management services for the deployment and optimization of Cresta's customer experience AI platform.

Tradeoffs

The partnership helps enterprises move beyond fragmented AI deployments with one shared intelligence layer for customer experience. Cresta's unified architecture makes AI easier to operationalize across complex CX environments, accelerating time to value, improving continuity, and preserving the human expertise behind exceptional service. The joint solution reduces time to value and improves customer and business outcomes, unlike traditional BPO or standalone AI solutions.

In summary, the Atento-Cresta partnership delivers an integrated CX transformation offering that aligns strategy, technology, and operations. This partnership enables enterprises to deploy AI agents and AI-augmented human agents as one unified workforce, achieving real CX transformation at scale.

Practical takeaway: The Atento-Cresta partnership offers a hybrid human-AI solution for customer experience management, combining the strengths of both companies to deliver a unified and operationally proven solution. This partnership can help enterprises achieve measurable business outcomes and improve customer experience operations.

Sources 1

  1. 01 Source https://www.prnewswire.com/news-releases/atento-and-cresta-sign-strategic-partnership-to-deliver-hybrid-humanai-customer-experience-solutions-302765423.html
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