TELUS Digital and Cresta Partner to Deliver AI Agents and Augment Human Agents to Elevate Customer Experience

Cresta, the unified customer experience AI platform for human and AI agents, today announced a partnership with TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations.

Under the partnership, 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'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 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. And 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. 

"Our partnership with Cresta is focused on deploying AI to give customers accurate answers faster, which in turn helps support our incredible human agents" said Tobias Dengel, President, TELUS Digital. "The companies best placed to make AI in CX work are the ones living in it every day. Operating contact centers ourselves shapes how we implement AI for our clients. We know the magic isn't in the first launch of a technology; it comes from sitting on the floor with agents and iterating to an ever better outcome for customers. Cresta's platform brings AI to every interaction and connects it to measurable results, and we're excited to make it deliver in our clients' operations." 

“TELUS Digital is a global leader in delivering cutting-edge customer experience technology to the world’s most iconic companies,” said Ping Wu, CEO of Cresta. “As the global customer experience workforce transitions into a hybrid future with AI agents and AI-augmented human agents working side by side, it’s more important than ever for companies to have the right solutions to drive customer satisfaction and revenue. We’re proud to partner with TELUS Digital to bring Cresta’s unified customer experience AI platform to businesses everywhere.”

Enterprises are increasingly pairing AI with their human agents. In a recent survey of 815 CX decision-makers in 12 countries, commissioned by TELUS Digital and conducted by global consultancy firm Ryan Strategic Advisory, human agents assisted by AI ranked as the leading delivery model across the customer-facing functions measured, ahead of human-only service, basic automation and fully autonomous AI agents. Yet only 32% of those enterprises have the automated quality assurance and coaching tools that create the feedback loops needed to turn AI investment into measurable results. Cresta's AI-powered conversational intelligence and TELUS Digital's implementation and operational expertise can each help enterprises close that gap and connect AI to performance. 

For more information on Cresta’s unified platform for human and AI agents, visit: cresta.com

To learn how TELUS Digital can help your organization operate, automate and elevate customer experience to win the moments that matter, visit: telusdigital.com/solutions/ai-customer-care

Join TELUS Digital and Cresta at Customer Contact Week

TELUS Digital and Cresta are hosting a joint event at Customer Contact Week (CCW) in Las Vegas on June 24 and 25, 2026. Connect with representatives from both companies and network with CX leaders and colleagues at the co-branded speakeasy lounge at Caesars Forum. 

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