Atento Partners with Omilia to Advance Agentic AI in CX

Atento, one of the world’s largest providers of customer experience management and business transformation outsourcing services, has announced a strategic alliance with Omilia, a global leader in Agentic AI customer experience solutions. The partnership is designed to strengthen Atento’s conversation-centric AI capabilities and further evolve its growing portfolio of intelligent customer experience offerings.

This collaboration supports Atento’s broader AI strategy, which is built around three core pillars: AI Advance Insights, AI Agent Assist, and AI Agent. By joining forces with Omilia, Atento significantly accelerates its AI Agent pillar, introducing advanced Agentic AI capabilities that allow virtual agents to reason, take action, and continuously learn throughout every customer interaction.

Omilia brings deep expertise in conversational and agentic AI, enabling the automation of complex customer journeys across both voice and digital channels. Its technology combines advanced natural language understanding with intelligent orchestration across workflows and enterprise systems. As a result, Atento can expand its portfolio of intelligent bots and virtual agents—delivering smoother, more natural customer experiences while also improving efficiency and scalability for the businesses it supports.

The partnership will roll out across key strategic markets, including the United States, EMEA, and Latin America. Together, Atento and Omilia aim to accelerate adoption of next-generation conversational AI solutions and clearly demonstrate how these technologies can drive measurable business outcomes.

“This alliance reinforces our vision of delivering customer experiences powered by advanced AI,” said Dimitrius Oliveira, CEO of Atento. He emphasized that integrating Omilia’s Agentic AI capabilities allows Atento to scale more autonomous, intelligent, and results-driven virtual agents for its clients.

From Omilia’s perspective, the collaboration brings together complementary strengths. Dimitris Vassos, CEO and co-founder of Omilia, noted that Atento’s deep CX and BTO expertise, combined with a strong commitment to innovation, creates a powerful foundation for transformation. Together, he said, the companies are helping organizations around the world adopt Agentic AI in ways that are practical, measurable, and sustainable.

Through this alliance, Atento continues to strengthen its role as a strategic partner in Business Transformation Outsourcing within the customer experience space. By integrating cutting-edge AI technologies, the company is enabling automation at scale without losing the natural, efficient, and customer-first interactions that define great experiences.

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