The partnership aims to bolster Atento’s AI Agent pillar, bringing autonomous, self-learning virtual agents to the US, EMEA, and Latin America.
In a move set to accelerate the shift toward AI-first contact centers, CX management company Atento and conversational AI specialist Omilia have announced a strategic partnership. The alliance is designed to integrate advanced “Agentic AI” into Atento’s global service portfolio, enabling more sophisticated, autonomous customer interactions at scale.
The collaboration focuses on enhancing Atento’s “AI Agent” pillar—one of the three core components of its digital transformation strategy, alongside AI Advance Insights and AI Agent Assist. By leveraging Omilia’s native Agentic CX platform, Atento aims to deploy virtual agents that go beyond traditional scripted responses, utilizing natural language understanding (NLU) to reason, act, and learn from every interaction.
The joint initiative will target key markets including the United States, EMEA, and Latin America, providing enterprise clients with tools to automate complex workflows across both voice and digital channels.
Dimitrius Oliveira, CEO of Atento, emphasized the strategic importance of the deal:
“This alliance reinforces our vision of delivering customer experiences powered by advanced AI, integrating market-leading Agentic AI capabilities into our AI Agent pillar. Omilia’s technology enables us to scale more autonomous, intelligent and outcome-driven virtual agents for our clients.”
Breaking the Containment Ceiling
At the heart of the partnership is Omilia’s proprietary technology, which is designed to bridge the gap between basic self-service and complex human-led support. By utilizing “Self-Learning Agentic AI,” the platform analyzes the entire customer journey to continuously improve performance—a capability intended to break the “glass ceiling” of containment rates that often plague legacy siloed models.
For Atento, one of the world’s largest Business Transformation Outsourcing (BTO) providers, the integration of Omilia’s tech allows it to maintain its human-centric approach while driving the operational efficiency required by modern enterprises in the telecommunications, banking, and retail sectors.
Dimitris Vassos, CEO and co-founder of Omilia, commented on the synergy between the two firms:
“Atento brings deep CX and BTO expertise together with a strong ambition for innovation. Together, we support Atento’s ambition to bring the power of Agentic AI to organizations around the world, helping them transform customer interactions in a measurable and sustainable way.”
A Global Push for AI-First CX
The agreement marks a significant step in Atento’s evolution as a strategic partner in the BTO space. By incorporating Omilia’s multi-layered anti-fraud capabilities and intelligent orchestration, Atento is positioning itself to handle the increasingly complex security and operational demands of the global CX market.
As organizations worldwide look to move “decisively and safely” into the era of AI-driven service, this partnership signals a commitment to delivering measurable business outcomes—lower costs and higher efficiency—without sacrificing the natural feel of customer interactions.
With Atento’s footprint spanning 17 countries and 90,000 employees, the rollout of Omilia’s Agentic AI technology is expected to have a significant impact on how large-scale customer service is delivered across the Americas and Europe.