Atento Partners with Sanas and Thrivin to Revolutionize Customer Experience through Collaboration

Transforming Customer Experience through Strategic Collaboration

Atento, a frontrunner in customer experience (CX) and business transformation outsourcing (BTO), establishes a new strategic partnership that sets the stage for innovative advancements in the CX industry. The collaboration with Sanas, a specialist in real-time speech understanding technology, and Thrivin, a Kenyan platform focused on impact sourcing, aims to enhance CX while ensuring operational resilience. This partnership strategically positions Atento to leverage its governance and transformation expertise alongside Thrivin’s skilled workforce to optimize non-U.S. voice operations, addressing a significant need in today’s global marketplace.

Through this alliance, Atento emphasizes an integrated BTO operating model that harmonizes human talent with AI capabilities. By applying Thrivin's pipeline of high-performing African talent, Atento not only enriches its governance model but also unlocks the immense potential within the African region as a CX service hub. The collaboration acknowledges that Africa is equipped with a digitally proficient and fluent English-speaking workforce, ready to support enterprises looking to expand internationally while adhering to rigorous operational standards and governance frameworks. This development reflects a pivotal shift in how companies engage with their global markets.

Moreover, the partnership harnesses Sanas' advanced technology to mitigate communication barriers in voice operations, fostering improved agent confidence and enhancing clarity for customers. As Atento integrates these elements, the focus transitions towards a Total Experience (TX) philosophy, which simultaneously enhances customer satisfaction and employee engagement. This thoughtful approach is indicative of a larger industry trend toward the interplay of technology, workforce quality, and governance, propelling the outsourcing sector beyond traditional limitations to a future where efficiency and quality coexist seamlessly.

In addition to its initiatives in Africa, Atento’s collaboration highlights a critical shift in the outsourcing landscape—combining AI advancements with skilled human talent to deliver exceptional customer experiences. As enterprises navigate the complexities of global participation, this partnership illustrates the potential for localized insights to drive transformative outcomes in CX and BTO services.

The strategic alignment of Atento, Thrivin, and Sanas signals a fundamental rethinking of outsourcing in the modern age, paving the way for scalable and effective solutions that transcend conventional geographic and operational boundaries. The partnership not only bolsters Atento's service offerings but also showcases a model of inclusivity that empowers talent from emerging markets, ultimately redefining the standards of excellence in customer service globally.