Atento
Atento is a Madrid-headquartered, Luxembourg-listed CX outsourcing provider operating across 16 countries, delivering AI-powered customer care, sales, collections, and back-office services to enterprise clients in telecom, financial services, retail, healthcare, and public sector, with Brazil generating ~50% of revenue.
- Company typePublic
- Founded1998
- HeadquartersMadrid, Spain
- Headcount5,001–10,000
- GTM typeB2B
- OfferingServices
What Atento does
Atento is a global customer experience outsourcing provider headquartered in Madrid, Spain, with operational roots in Latin America where Brazil generates approximately 50% of revenue. Founded in 1998, the company operates across 16 countries with 10,000+ employees, delivering customer care, sales, collections, and back-office services to enterprise clients in telecom, financial services, retail, healthcare, and public sector verticals. The company is publicly listed on the Luxembourg Stock Exchange under ISIN LU0992182062.\n\nThe company's core technology is the Atent.AI platform, which combines three AI pillars: AI Agent (autonomous conversational AI across voice, text, and digital channels), AI Agent Assist (real-time agent copilot), and AI Advanced Insights (predictive analytics and anomaly detection). The platform has processed over 32 million interactions and draws on 250,000+ hours of accumulated operational insights. These capabilities are augmented by integrations with Cresta, Omilia, Sanas, and AudioCodes. Additional proprietary offerings include Xtrabot (voice bot), Smart Recruiter (AI recruitment), Stressometer (emotional analytics), AI Studio, and Knowledge Assistant.\n\nAtento monetizes through managed services contracts for traditional BPO/BTO delivery, quote-based enterprise pricing with annual billing cadence, and a growing subscription-style technology portfolio selling AI tools to companies managing CX operations in-house. The business model is enterprise field-sales driven, targeting large multinationals and government agencies. The company completed a comprehensive restructuring in 2023, divested its Spain operations to ABAI in November 2025, and has been pursuing margin expansion from mid-single digits toward double digits under a Business Transformation Outsourcing (BTO) repositioning strategy.
Atento firmographics
Firmographics- Name
- Atento
- Legal name
- ATENTO SPAIN HOLDCO, S.L.U.
- Website
- https://atento.com
- Company type
- Public
- Founded year
- 1998
- Operating status
- Operating
- Headcount range
- 5,001–10,000 employees
- Short description
- Atento is a Madrid-headquartered, Luxembourg-listed CX outsourcing provider operating across 16 countries, delivering AI-powered customer care, sales, collections, and back-office services to enterprise clients in telecom, financial services, retail, healthcare, and public sector, with Brazil generating ~50% of revenue.
- Ownership category
- akta.pro rank
Atento industry classification
Industry- Product category
- Customer Experience Outsourcing
- NAICS
- Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)
- SIC
- Services-Help Supply Services (7363), Services-Management Consulting Services (8742), Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)
- akta.pro primary industry
- General Customer Service (Order/Account/Inquiries) (BPAAABAA)
- akta.pro secondary industries
- Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Order Management & Customer Fulfillment Support (BPAAAAAE), Billing, Payments & Account Administration Centers (BPAAAAAF), Business Process-Aligned IT Outsourcing (ITO + BPO Integrated) (BPAEAMAJ), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)
Keywords
Where Atento is headquartered
LocationHeadquarters
- HQ city
- Madrid
- HQ country
- Spain
- HQ region
- Europe
Offices12 records
Markets served
Atento business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure, Others
Revenue model
- CRM and Business Process Outsourcing Services: Traditional BPO services including customer care, sales, collections, and back-office automation across voice, text, and digital channels
- CX Consulting Services: Consulting services for assessing brands, competitors, and customer journeys with tailored roadmaps for CX transformation
- AI Technology Solutions: Advanced technology solutions including AI-powered tools, analytics, and automation sold to companies managing CX operations in-house
- Proprietary AI Tools and Analytics: AI-driven customer experience solutions with proprietary tools having processed over 32 million interactions and analyzed more than 125,000 hours of processes
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Subscription | Annual | Enterprise CX solutions with customized pricing |
Go-to-market motion1 record
Distribution channels4 records
Marketing channels8 records
Atento product offering
Product offeringCore offering
Atento delivers customer relationship management and business process outsourcing (BPO/BTO) services for large enterprise clients, spanning the entire customer journey from acquisition and sales to care, retention, collections, and back-office automation across voice, text, and digital channels. The firm combines consulting-led CX transformation with proprietary AI capabilities (Atent.AI suite including AI Agent, AI Agent Assist, and AI Advanced Insights) to automate interactions and optimize customer experience operations. It operates multilingual delivery hubs across 16 countries, with Brazil accounting for roughly half of revenue.
Product overview
Atento offers a comprehensive Business Transformation Outsourcing (BTO) platform combining consulting, AI-powered automation, and operational excellence. The core offering includes Atent.AI, an AI Solutions Suite comprising AI Agent (autonomous conversational AI), AI Agent Assist (real-time agent support), and AI Advanced Insights (predictive analytics). Supporting products include AI Studio (development platform), Knowledge Assistant (knowledge retrieval copilot), Xtrabot (voice bot), Smart Recruiter (AI recruitment), and Stressometer (emotional analytics). The BPO portfolio covers CX Consulting, BPO Solutions, Customer Care, B2B/B2C Sales, B2B Collections, Multilingual Hubs, Content Moderation, and Workforce Management. Products integrate with partners including Cresta, Omilia, Sanas, and AudioCodes for specialized capabilities.
Differentiator
Problem solved
Functional benefit
Brands
- Atent.AI: AI-powered solutions platform for customer experience transformation including AI Agent, AI Agent Assist, and AI Advanced Insights.
- Atento@Home
- Xtrabot
- AI Studio
- Smart Recruiter
- Stressometer
- Velocity
Products and services
- Atent.AI AI Solutions Suite encompassing Atento's AI-powered products including AI Agent, AI Agent Assist, and AI Advanced Insights for automating and optimizing customer experience operations. Sold to enterprises seeking AI-driven CX transformation and to companies managing CX in-house.
- AI Agent Autonomous AI agent that automates interactions across voice, text, and digital channels, delivering personalized experiences that boost efficiency, reduce costs, and unlock growth-driving insights. Designed for enterprise CX operations across multiple industries.
- AI Agent Assist AI-powered tool providing contact center agents with instant, accurate answers during customer interactions, delivering real-time, precise support tailored to an organization's unique knowledge base.
- AI Advanced Insights AI-driven monitoring and predictive analytics solution that removes uncertainty and missed opportunities, enabling smarter decisions to enhance customer experience and empower teams.
- CX Consulting Consulting service that assesses a client's brand, competitors, and customer journeys, mapping every touchpoint to reveal improvement opportunities and crafting tailored, actionable roadmaps that drive CX improvement and lasting growth.
- BPO Solutions Business process outsourcing service spanning the entire customer journey from acquisition and sales to care, retention, collections, and back-office automation, enabling brands to deliver seamless, efficient, and personalized experiences at scale.
- Velocity Customer experience optimization platform focused on managing and scaling customer interactions with speed and efficiency for enterprise clients.
- Digital Customer Care Digital customer care services covering multi-channel customer support and service operations delivered via Atento's contact center delivery hubs.
- B2B Collections Business-to-business debt collection and recovery services using advanced data analytics and AI-driven insights to improve recovery rates and operational efficiency.
- B2B Sales / Inside Sales Inside sales services for B2B customer acquisition, pipeline development, and account management delivered through Atento's sales operations teams.
- B2C Sales Business-to-consumer sales services for retail and e-commerce customer engagement, including acquisition, upsell, and retention campaigns.
- Multilingual Hubs Multilingual customer service delivery centers providing support across multiple languages for global enterprise operations.
- Content Moderation AI-powered content moderation services for monitoring and managing user-generated content across digital platforms.
Quantifiable outcome
- 94% call automation rate achieved with Xtrabot voice bot
- +13 more outcomes
Companies that use Atento
Customer profileNamed customers13 records
Segments8 records
Ideal customer profiles3 records
Atento technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration4 records
AI capability11 records
Feature6 records
Atento partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered flagship, strategic, core and minor.
- CrestaflagshipMulti-year, eight-figure strategic partnership to deliver hybrid human-AI customer experience solutions to enterprises worldwide, integrating Cresta's AI platform into Atento's Atent.AI offering. Combines AI agents, AI-augmented human agents, and enterprise conversation intelligence under a single architecture, accelerating expansion across US and Latin America markets.
- SanasstrategicStrategic collaboration with Sanas and Thrivin to advance impact sourcing and AI-augmented customer experience at scale, integrating Atento's global BTO governance, Sanas' real-time speech understanding technology, and Thrivin's African talent model. Enables enterprise expansion into new delivery geographies, particularly Africa.
- ThrivinstrategicStrategic collaboration with Sanas and Thrivin to advance impact sourcing and AI-augmented customer experience at scale, integrating Atento's global BTO governance, Sanas' real-time speech understanding technology, and Thrivin's African talent model. Enables enterprise expansion into new delivery geographies, particularly Africa.
- OmiliacoreStrategic alliance to enhance Atento's conversational AI capabilities by integrating Omilia's advanced agentic AI technologies into Atento's AI Agent pillar. Enables virtual agents to reason, act, and learn autonomously across voice and digital channels. Collaboration targets markets across US, EMEA, and Latin America.
- AudioCodescoreLarge-scale Voca CIC Voice Agent and IVR modernization project for a major healthcare organization in the United States, completed with Go2Uno within record timeframe. Deployment of voice agent technology for healthcare contact center automation.
- ABAIminorSale of Atento's traditional services subsidiary in Spain to ABAI, a customer management solutions company. Transaction enables Atento to redirect strategic focus toward US and Latin American markets while intensifying AI-driven CX development.
Scale indicators14 records
Recent moves8 records
Expansion highlights6 records
Atento competitors and assessment
Company assessmentDirect peers
- Teleperformance: Largest global customer experience management and BPO company with similar multilingual omnichannel delivery model; the most direct competitor to Atento across Latin America, Europe, and the US, both competing for the same enterprise telecom, financial services, and retail CX contracts and now also transitioning to AI-augmented delivery.
- Concentrix: Global CX and BPO competitor with comparable enterprise client base (telecom, financial services, retail, healthcare) and overlapping nearshore/offshore delivery footprint; competes head-to-head with Atento for large RFPs and is similarly investing in AI/CX platform capabilities.
- Foundever: Major CX/BPO provider (formerly Sitel) with strong presence in Latin America and the US; direct competitor on enterprise customer care, sales, and collections outsourcing, with overlapping vertical coverage and a comparable AI transformation roadmap.
- TTEC: Customer experience and digital customer management company with AI-enabled CX solutions (TTEC Illuminate) that competes with Atent.AI; targets similar large enterprise clients across financial services, healthcare, and tech with blended onshore/offshore delivery.
- WNS: Business process management and CX services company with comparable verticals (BFSI, healthcare, travel) and proprietary AI platforms; competes with Atento on large enterprise BPO contracts and is similarly repositioning from BPO to digital-led services.
- IBEX: US-based CX and digital services company with a strong nearshore presence in the Philippines and Latin America; competes with Atento for US enterprise customer care and digital CX work, especially in financial services and retail.
- StarTek: Customer engagement and BPO provider operating across the Americas, India, and the Philippines; competes directly with Atento on voice and digital customer management for telecom, financial services, and e-commerce clients, with a comparable AI-enablement roadmap.
Broad incumbents
- Genpact: Large global professional services and BPO firm with deep domain expertise in financial services and operations consulting; overlaps with Atento's back-office automation and CX consulting offerings, though with a broader digital transformation portfolio beyond pure CX.
- Cognizant: Global IT services and BPO company with a sizable CX/digital business practice; competes with Atento on enterprise CX transformation engagements and has broader IT services scale, providing indirect competitive pressure on Atento's BTO positioning.
- Infosys BPM: BPO and process management arm of Infosys offering customer service, finance/accounting, and digital operations; overlaps with Atento's back-office and CX delivery model with global delivery scale, though typically positioned at the IT services parent level rather than standalone CX.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Atento social profiles
Digital presenceAtento compliance and trust
Trust signalCompliance5 records
Atento financial estimates
Financial estimateRevenue estimate
Valuation estimate
Atento leadership team
Management profileNumber of profiles
Profiles14 records
Atento subsidiaries and ownership
Company hierarchySubsidiaries1 record
Atento funding detail
Funding detailFunding overview
Funding rounds5 records
Investors6 records
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Atento M&A and investment
M&A and investmentM&A2 records
Investments1 record
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Atento
What does Atento do?
Atento delivers customer relationship management and business process outsourcing (BPO/BTO) services for large enterprise clients, spanning the entire customer journey from acquisition and sales to care, retention, collections, and back-office automation across voice, text, and digital channels. The firm combines consulting-led CX transformation with proprietary AI capabilities (Atent.AI suite including AI Agent, AI Agent Assist, and AI Advanced Insights) to automate interactions and optimize customer experience operations. It operates multilingual delivery hubs across 16 countries, with Brazil accounting for roughly half of revenue.
Is Atento a public or private company?
Atento is a public company. It is classified as public and is currently operating.
When was Atento founded?
Atento was founded in 1998. It employs 5,001 to 10,000 people.
Where is Atento based?
Atento is headquartered in Madrid, Spain, in the Europe region.
How does Atento make money?
Four revenue lines are on record. CRM and Business Process Outsourcing Services are the primary driver. The others are CX Consulting Services, AI Technology Solutions and proprietary AI Tools and Analytics.
Who are Atento's main competitors?
Direct peers on record are Teleperformance, Concentrix, Foundever, TTEC, WNS, IBEX and StarTek. Broad incumbents are Genpact, Cognizant and Infosys BPM.
Does Atento have an API?
No public API is recorded for Atento.
What industry is Atento in?
Atento's product category is Customer Experience Outsourcing. Its primary akta.pro industry code is BPAAABAA, General Customer Service (Order/Account/Inquiries), with a secondary code of BPAAABAB, Sales Support & Customer Retention (Upsell, Win-back, Loyalty). Its NAICS code is 56142 and its SIC code is 7363.