TELUS Digital has announced a strategic partnership with customer experience (CX) AI platform provider Cresta, strengthening its commitment to helping enterprises scale AI-powered customer engagement and contact center operations.
Under the partnership, TELUS Digital will serve as a preferred implementation partner for Cresta’s AI platform, enabling organizations to deploy advanced AI capabilities that improve customer interactions, agent productivity, and operational efficiency.
Driving the Next Generation of AI-Powered Customer Experience
As part of the agreement, enterprise customers will directly procure Cresta’s AI platform while leveraging TELUS Digital’s expertise for implementation, integration, change management, optimization, and managed services.
The collaboration will allow businesses to deploy Cresta’s comprehensive suite of AI solutions, including voice and chat AI agents, real-time agent assistance, and AI-powered conversation intelligence tools designed to enhance customer service outcomes.
The platform can operate independently or integrate seamlessly with TELUS Digital’s proprietary technologies, cloud hyperscaler ecosystems, Contact Center as a Service (CCaaS) platform, and other partner solutions.
Enhancing Human and AI Collaboration
Tobias Dengel, President of TELUS Digital, emphasized that the partnership focuses on using AI to deliver faster, more accurate responses while empowering customer service agents to perform at their best.
He highlighted that successful AI adoption in customer experience goes beyond technology deployment and requires continuous optimization, frontline collaboration, and measurable business outcomes.
According to Dengel, Cresta’s platform enables AI-driven intelligence across every customer interaction, helping organizations improve service quality, efficiency, and customer satisfaction.
Key Capabilities of the Partnership
The TELUS Digital-Cresta collaboration will provide organizations with access to:
- AI-powered voice and chat agents capable of resolving customer inquiries across multiple channels.
- Real-time agent assistance to help human representatives deliver better customer outcomes.
- Conversation intelligence tools that analyze interactions and uncover actionable insights.
- Customized AI tuning and deployment through TELUS Digital’s engineering expertise.
- Integrated customer experience solutions that combine automation, analytics, and human support.
AI Adoption Continues to Reshape Contact Centers
The announcement comes as organizations increasingly invest in AI technologies to modernize customer service operations.
While AI adoption has accelerated globally, many businesses continue to face challenges integrating AI into everyday workflows and realizing measurable returns on investment. Industry trends indicate that successful organizations are increasingly adopting a hybrid model where AI manages routine interactions while human agents focus on complex and emotionally sensitive customer needs.
As customer expectations continue to rise, enterprises are prioritizing solutions that combine automation with human expertise to deliver seamless and personalized experiences across channels.
Expanding Global AI and CX Capabilities
The partnership follows a period of significant growth and transformation for TELUS Digital. The company has continued to expand its global footprint, strengthen its AI capabilities through its Fuel iX platform, and invest in innovative solutions that support digital transformation and customer experience excellence.
With organizations seeking scalable and outcome-driven AI solutions, the collaboration between TELUS Digital and Cresta is expected to help enterprises accelerate AI adoption while improving operational performance and customer satisfaction.
As AI becomes increasingly central to customer engagement strategies, both companies aim to help businesses unlock greater value from their customer experience investments and build more intelligent, connected service operations.
