Observed Signal · Mar 12, 2026 · Partnership · Source: https://martechseries.com/feed/ · Impact: 2/5 · Sentiment: Positive
Atento Unites Forces for AI-Driven Global Customer Experience
Atento announced a strategic collaboration with Sanas and Thrivin to advance AI-augmented customer experience (CX) and scale impact sourcing. The partnership combines Atento’s global BTO governance, transformation expertise, and delivery framework; Sanas’ real-time speech understanding technology as an AI enablement layer for non-U.S. and non‑Puerto Rico voice operations; and Thrivin’s quality-first, English-proficient African talent pipeline integrated into Atento’s operating standards. Atento will orchestrate the end-to-end model, maintaining security, compliance, performance management, and transformation governance for enterprise clients. The initiative aims to enable international expansion, reduce voice communication friction, boost agent confidence and customer clarity, and align customer and employee experience under a Total Experience (TX) principle. Atento executives highlighted the ability to scale responsibly while preserving enterprise standards through AI-enabled voice technology and a governed impact-sourcing delivery model.
Partnership advances AI-augmented CX and impact sourcing by combining speech-AI and talent pipelines, offering incremental operational and geographic expansion benefits but not an industry-shifting platform or policy change.
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Key Takeaways & Evidence Grounding
- Atento announced a strategic collaboration with Sanas and Thrivin to advance impact sourcing and AI-augmented CX.
- Sanas will provide real-time speech understanding technology deployed as an AI enablement layer for non-U.S. and non‑Puerto Rico voice operations.
- Thrivin will supply a quality-first, English-proficient African talent pipeline integrated into Atento’s global operating standards.
- Atento will act as the orchestrator, responsible for security, compliance, performance management, and transformation frameworks for enterprise clients.
- The collaboration positions Total Experience (TX) as the organizing principle, aligning customer experience, employee experience, and operational efficiency.
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
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.
Mavenir Adds Sanas Real-Time Speech AI to MAVcore
Mavenir and Sanas announced a strategic partnership to integrate Sanas’ real-time Speech AI into Mavenir’s MAVcore Voice AI portfolio, enabling telecom operators to deliver native, carrier-grade voice AI features from the mobile core. The integration adds real-time translation, speech enhancement, accent transformation, and deepfake-detection/fraud-signal capabilities, and is managed via Mavenir’s AI Agent Studio. The partners emphasize deployment as sovereign AI within operator networks to meet privacy, regulatory, and data-residency requirements and to create monetizable, differentiated voice services at telecom scale. The announcement was distributed via GlobeNewswire on August 26, 2026.
Sanas Launches Real‑Time Translation and Speech Upgrade
Sanas announced the launch of Real‑Time Language Translation and a major Speech Enhancement upgrade to its enterprise speech AI platform. The translation feature provides low‑latency speech‑to‑speech translation across more than 13 languages while preserving speakers’ vocal identity, tone and intent. The Speech Enhancement capability reconstructs low‑fidelity audio into high‑ and ultra‑fidelity speech in real time, going beyond traditional noise cancellation. Sanas highlights on‑device and self‑hosted/containerized deployment options, HITRUST i1 certification, and a privacy stance of not monitoring, recording or storing call data. Founded in 2021 at Stanford’s AI Lab, Sanas says it already powers millions of conversations in 100+ countries and lists enterprise customers across healthcare, financial services, retail and hospitality.
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