As enterprises look to modernize customer experience operations with greater automation and intelligence, conversational AI is becoming a central pillar of CX transformation. In that context, Atento and Omilia have announced a strategic partnership aimed at delivering next generation, agentic conversational experiences at global scale, reinforcing how AI is reshaping customer engagement and business process outsourcing.
Atento, one of the world’s largest providers of customer experience management and business transformation outsourcing services, has formed a strategic alliance with Omilia, a global leader in self learning agentic CX. The partnership is designed to expand Atento’s AI driven CX portfolio and accelerate adoption of autonomous virtual agents across voice and digital channels.
The collaboration aligns closely with Atento’s CX strategy, which is structured around three pillars: AI Advance Insights, AI Agent Assist, and AI Agent. The alliance with Omilia directly strengthens the AI Agent pillar by integrating advanced agentic AI capabilities that allow virtual agents to reason, act, and learn autonomously throughout each interaction. This approach moves beyond scripted automation toward more adaptive, outcome driven customer experiences.
Omilia brings to the partnership its conversational and agentic AI technologies built to handle complex customer interactions at scale. Its platform combines advanced natural language understanding with intelligent orchestration across workflows and enterprise systems. By embedding these capabilities into Atento’s service portfolio, the two companies aim to expand the range and sophistication of intelligent bots and virtual agents available to enterprises, while also improving operational efficiency and consistency.
Under the agreement, Atento and Omilia will collaborate across key global markets including the United States, EMEA, and Latin America. Joint initiatives will focus on accelerating enterprise adoption of next generation conversational AI solutions and demonstrating measurable business impact, such as improved resolution rates, reduced handling times, and enhanced customer satisfaction.
“This alliance reinforces our vision of delivering customer experiences powered by advanced AI, integrating market leading Agentic AI capabilities into our AI Agent pillar,” said Dimitrius Oliveira, CEO of Atento. “Omilia’s technology enables us to scale more autonomous, intelligent and outcome driven virtual agents for our clients.”
Omilia emphasized the strategic fit between the two organizations. “Atento brings deep CX and BTO expertise together with a strong ambition for innovation,” said Dimitris Vassos, CEO and co founder of Omilia. “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.”
The partnership reflects a broader shift in the CX industry, where enterprises are seeking automation that goes beyond cost reduction to deliver smarter, more personalized interactions. Agentic AI, which can continuously learn and adapt across conversations, is increasingly seen as critical to meeting rising customer expectations while maintaining scale and efficiency.
By combining Atento’s global CX delivery capabilities with Omilia’s agentic AI technology, the two companies are positioning themselves at the forefront of this transition. The alliance strengthens Atento’s role as a strategic business transformation partner, integrating advanced automation while preserving natural, customer centric experiences.
As conversational AI adoption accelerates worldwide, the Atento Omilia partnership underscores how CX leaders are moving toward autonomous, intelligent systems that can drive both operational performance and long term customer value.
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