Optimum, one of the largest broadband and video service providers in the United States, is teaming up with Cresta to reshape how they serve and support customers.
This collaboration marks a significant milestone in Optimum’s commitment to delivering a more seamless, personalized, and efficient customer experience.
Empowering People with Technology
At the heart of this initiative is the goal of enabling Optimum’s agents to perform at their best. Cresta’s generative AI solutions analyze conversations as they happen, providing agents with immediate suggestions, streamlining post-call work, and surfacing coaching opportunities for continuous improvement.
“By leveraging Cresta’s generative AI-powered solutions, we’re enhancing sales effectiveness, streamlining post-call processes, and empowering our agents to focus on what matters most—building stronger relationships with our customers,” said Mike Parker, President of Consumer Services at Optimum.
This approach demonstrates how AI, when applied thoughtfully, can augment human talent rather than replace it—ensuring that customer experience remains both high-touch and high-tech.
Strengthening Competitive Advantage
With Cresta, Optimum is turning every customer interaction into a potential growth opportunity. From improved sales conversion rates to deeper customer insights, the partnership positions Optimum to not only meet rising customer expectations but also stay ahead in a competitive market.
“By infusing their contact center operations with our best-in-class generative AI solutions, Optimum will be able to better empower its agents and elevate the customer experience to new heights,” said Ping Wu, CEO of Cresta.
Driving Business Transformation Through AI
As companies across industries work to modernize their operations, AI is proving to be a powerful catalyst for change. In fact, IDC projects that global spending on digital transformation will reach $3.9 trillion in 2025, with AI-powered solutions playing a critical role in driving operational efficiency and customer engagement. Additionally, McKinsey research indicates that organizations applying AI at scale can increase productivity by up to 40%.
Optimum’s partnership with Cresta reflects this broader shift. By implementing Cresta’s Conversation Intelligence and Agent Assist tools, Optimum is equipping its customer service teams with real-time guidance, data-driven insights, and enhanced sales capabilities—all aimed at delivering a more responsive and effective customer journey.
A Forward-Looking Partnership
The Optimum–Cresta partnership highlights a broader truth: AI isn’t simply transforming how businesses operate—it’s redefining what’s possible. With scalable, intelligent solutions that combine human expertise and machine learning, companies are discovering new ways to create value, improve service quality, and build lasting customer trust.
As more organizations follow suit, those that invest in intelligent technologies today will be best positioned to lead tomorrow.
