Observed Signal · May 7, 2026 · Partnership · Source: https://martechseries.com/feed/ · Impact: 3/5 · Sentiment: Positive
Atento and Cresta Form Hybrid Human‑AI CX Partnership
Atento and Cresta announced a multi-year strategic partnership to deliver hybrid human‑AI customer experience (CX) solutions. The agreement — described as an eight‑figure / multimillion‑dollar, multi‑year deal — will embed Cresta’s unified CX AI platform into Atento’s Atent.AI offering. The joint solution will combine AI agents, AI‑augmented human agents and enterprise conversation intelligence to automate routine interactions, provide real‑time assistance to human agents, and generate continuous insights from customer conversations. Atento will supply strategy, experience design, deployment and end‑to‑end management services while Cresta supplies the AI platform. The partnership aims to accelerate both companies’ expansion across the United States and Latin America and to operationalize unified, enterprise‑grade AI across BTO/CXM engagements.
The partnership operationalizes unified AI agents and AI‑augmented human agents within a large BTO provider, accelerating enterprise adoption of hybrid CX solutions across the U.S. and Latin America; it's meaningful for CX/MarTech but not industry‑shifting at the platform or regulatory level.
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Key Takeaways & Evidence Grounding
- Atento announced a multi‑year, eight‑figure (multimillion‑dollar) partnership with Cresta on May 7, 2026.
- Cresta’s customer experience AI platform will be integrated into Atento’s Atent.AI product to enable hybrid CX models combining AI agents and AI‑augmented human agents.
- Atento will provide strategy, experience design, deployment, and end‑to‑end management services for Cresta’s platform.
- The partnership targets expansion and joint go‑to‑market across the United States and Latin America.
- The agreement embeds agentic AI technology into Atento’s Business Transformation Outsourcing (BTO) offerings and enterprise CX delivery.
Connected Companies & Entities
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Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
TELUS Digital Partners with Cresta for AI Agents
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Atento Unites Forces for AI-Driven Global Customer Experience
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Cresta Partners with New York Mets for Conversational AI
Cresta announced a partnership with the New York Mets to deploy its unified customer-experience AI platform across the team’s ticketing operations and fan service. The Mets will use Cresta’s Conversation Intelligence to surface common fan questions and trends, deploy a conversational AI Agent on the main contact line to answer ticketing inquiries and route callers, and use real-time Agent Assist to support ticket sales and service representatives during live conversations. Cresta CEO Ping Wu and Mets SVP of Technology Oscar Fernandez are quoted on the effort to improve fan interactions and operational efficiency. The announcement was distributed via PR Newswire and published on MarTech Series on June 25, 2026.
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