Saturday, March 14, 2026
Atento has announced a strategic collaboration with Sanas and Thrivin to strengthen impact sourcing initiatives while accelerating AI-augmented customer experience (CX). Through this partnership, the organizations aim to help enterprises expand globally while maintaining enterprise-grade governance, operational resilience, and consistent CX performance.
As businesses increasingly adopt digital transformation strategies, customer experience has become a critical competitive differentiator. Consequently, organizations must combine advanced technology with skilled human talent to deliver meaningful and efficient customer interactions. Recognizing this shift, Atento continues to promote its guiding principle: the future of CX must be “Augmented by AI. Driven by People.”
The collaboration introduces a unified Business Transformation Outsourcing (BTO) operating model that integrates governance, artificial intelligence, and high-quality global talent. Under this framework, Atento will oversee the end-to-end operational model, ensuring compliance, security, and performance standards for global enterprise clients.
First, Atento contributes its extensive BTO governance structure, transformation expertise, and enterprise delivery frameworks. Next, Sanas provides its real-time speech understanding technology, which acts as an AI-driven enablement layer for voice operations outside the United States and Puerto Rico. Finally, Thrivin brings a highly skilled workforce from Africa, consisting of educated and English-proficient professionals who can support global customer experience operations.
By combining these capabilities, the collaboration enables enterprises to scale CX operations globally while maintaining quality and operational discipline.
The initiative also introduces a new approach to impact sourcing at enterprise scale. Thrivin’s quality-focused talent pipeline will integrate directly into Atento’s global governance and performance frameworks. As a result, companies gain access to a reliable workforce while maintaining enterprise-level operational oversight.
At the same time, Sanas’ speech understanding technology enhances communication during voice interactions. The AI layer helps reduce language barriers and communication friction, allowing agents to communicate with greater confidence while customers experience clearer conversations.
Furthermore, the partnership adopts Total Experience (TX) as its guiding principle. This strategy aligns customer experience, employee experience, and operational efficiency within a unified delivery model. Importantly, the approach keeps human interaction at the center while leveraging AI to enhance productivity and performance.
Africa continues to emerge as a promising destination for CX and business services due to its young, digitally skilled, English-speaking workforce. By integrating Thrivin’s talent network with Atento’s governance and operational expertise, enterprises can expand into new markets without sacrificing quality or brand consistency.
Meanwhile, Sanas’ technology addresses one of the most significant challenges in global voice operations: communication clarity across regions. By enabling real-time speech understanding, the platform ensures that international CX operations maintain consistent service quality.
Overall, this collaboration reflects a broader transformation within the outsourcing industry. Instead of focusing solely on geographic expansion, organizations are increasingly combining AI technologies, governance frameworks, and workforce development to create more resilient service models.
Brent Bush, EVP Sales & Business Development at Atento
"This collaboration brings together complementary strengths, Atento's global transformation solutions and BTO delivery model, Sanas' real-time speech understanding technology, and Thrivin's exceptional talent network in Africa. Together, we're creating new opportunities to deliver AI-augmented customer experience at scale while helping enterprises expand into new markets with the governance, performance, and quality they expect from Atento. It also creates a strong platform for all three organizations to grow together as we support the next generation of delivering innovative global solutions for our customers", said Brent Bush, EVP Sales & Business Development at Atento.
Chris Condon, President & GM US Nearshore at Atento
"From a U.S. operations perspective, this collaboration strengthens our ability to scale responsibly without compromising enterprise standards," said Chris Condon, President & GM US Nearshore at Atento. "By integrating AI-enabled voice technology with a disciplined, governed impact sourcing delivery model, we're demonstrating that global expansion, operational rigor, and workforce development can coexist within a high-performance BTO framework."
By bringing together AI innovation, skilled global talent, and structured governance, Atento, Sanas, and Thrivin aim to redefine how enterprises deliver scalable and human-centric customer experiences worldwide.
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