Atento

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.

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

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

• Customer experience outsourcing
• Business process outsourcing
• AI contact center
• CX consulting services
• Multichannel customer support

Headquarters

HQ city

Madrid

HQ country

Spain

HQ region

Europe

Offices12 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure, Others

Revenue model

1. CRM and Business Process Outsourcing Services: Traditional BPO services including customer care, sales, collections, and back-office automation across voice, text, and digital channels
2. CX Consulting Services: Consulting services for assessing brands, competitors, and customer journeys with tailored roadmaps for CX transformation
3. AI Technology Solutions: Advanced technology solutions including AI-powered tools, analytics, and automation sold to companies managing CX operations in-house
4. 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

Go-to-market motion1 record

Distribution channels4 records

Marketing channels8 records

Core 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

Named customers13 records

Segments8 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability11 records

Feature6 records

Partnerships

Six partnerships are on record, tiered flagship, strategic, core and minor.

• CrestaflagshipTechnology or Integration · 7 May 2026Multi-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 or Co-development Partner · 11 March 2026Strategic 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 or Co-development Partner · 11 March 2026Strategic 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.
• OmiliacoreTechnology or Integration · 20 January 2026Strategic 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.
• AudioCodescoreTechnology or Integration · 15 December 2025Large-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.
• ABAIminorChannel Partner/ Reseller/ Distributor · 25 November 2025Sale 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

Direct 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

• LinkedInlinkedin.com/company/atento
• Xx.com/atentoCorp

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Subsidiaries1 record

Funding overview

Funding rounds5 records

Investors6 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments1 record

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Atento