US-based enterprise CX AI platform Cresta and Atento, one of the world's largest customer experience management and business transformation outsourcing providers, have announced a strategic multi-year partnership to deliver hybrid human-AI solutions to businesses worldwide, according to CMSWire.

The multimillion-dollar agreement accelerates both companies' expansion across the United States and Latin America, embedding agentic AI technology across every layer of Atento's business transformation outsourcing offering.

Under the terms of the partnership, Cresta's AI platform will be integrated into Atento's Atent.AI product, enabling enterprises to deploy hybrid CX models combining AI agents, AI-augmented human agents, and enterprise-grade conversation intelligence. The joint solution supports automation of routine interactions, real-time AI assistance for human agents, and continuous insight generation from customer conversations.

Atento will provide strategy, experience design, and end-to-end management services for the deployment and optimisation of Cresta's platform. The arrangement is structured to reduce time to value and improve both customer and business outcomes across complex enterprise environments.

Cresta's unified architecture is designed to address fragmented AI deployments by providing a single shared intelligence layer across customer experience operations, making AI easier to operationalise at scale.

Cresta chief executive Ping Wu said: "Together with Atento, we are enabling enterprises to deploy AI agents and AI-augmented human agents as one unified workforce."

Wu added that the partnership is designed to help enterprises "move beyond AI experimentation and achieve real CX transformation at scale."

Atento chief executive Dimitrius Oliveira said: "Enterprises no longer need point AI tools they need fully integrated, operationally proven hybrid solutions."

The partnership positions both companies against traditional business process outsourcing models by aligning strategy, technology and operations within a single integrated CX transformation offering.

Access the full partnership announcement in the complete report.