TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences, has announced a partnership with Cresta, the unified customer experience AI platform for human and AI agents. The collaboration aims to deliver AI agents and augment human agents to elevate customer experience.
Partnership Details
Under the agreement, TELUS Digital will introduce prospective and current enterprise clients to Cresta's customer experience AI platform and serve as a preferred implementation partner. Enterprises that choose to deploy Cresta will contract directly with Cresta for the platform and engage TELUS Digital for implementation, integration, change management, managed services or other professional services.
TELUS Digital brings engineering expertise and the experience of operating contact centers at scale to implement and optimize Cresta's platform. This gives global brands an AI solution that analyzes every interaction, deploys AI agents, and augments frontline teams.
Services and Integration
TELUS Digital's services span the deployment, orchestration and optimization of Cresta's full AI platform for global brands, including voice and chat-based AI agents, real-time human augmentation, and AI-powered conversation intelligence. Enterprise clients can deploy Cresta on its own or alongside TELUS Digital's proprietary tools, hyperscaler technologies, contact center as a service (CCaaS) platforms and other partner technologies, with TELUS Digital providing implementation and optimization services across the broader CX environment.
The partnership combines TELUS Digital's expertise with Cresta's comprehensive platform to create a continuous feedback loop of AI discovery, development, deployment, and optimization that improves customer experience outcomes with every conversation.
Cresta's Platform Approach
Cresta's platform is built on the insight that CX performance doesn't happen in isolation, because what you can measure shapes what you can automate, and what you automate changes what your humans need to handle. That's why Cresta unifies three connected layers:
- Analyze: understand what's actually driving outcomes across every interaction, not a sample, every one.
- Automate: deploy AI agents that resolve customer needs independently, consistently, and on brand.
- Augment: equip frontline teams with real-time agentic guidance so they perform at the level of your AI agents.
Each layer makes the others stronger. Together, they give enterprises a complete path to transforming customer experience.
Advancing AI in Enterprise Customer Experience
TELUS Digital embeds forward-deployed engineers who partner directly with experienced human agents and tune AI systems to each client's real conversations, policies and tone. One of the biggest hurdles in AI adoption is data, because the institutional knowledge that drives the best outcomes usually lives in call transcripts and the instincts of experienced agents, which most AI systems do not capture. Since TELUS Digital operates contact centers itself, its expert teams can surface that knowledge and feed it back to the AI through a continuous annotation feedback loop that ties each interaction to verified outcomes, so guidance keeps improving and customer service delivery strengthens over time.
This partnership marks a significant step in integrating AI agents and augmenting human agents to enhance customer experience for global brands.
