TELUS Digital and Cresta Partner to Scale AI-Driven Contact Centers

The partnership focuses on deploying Cresta’s unified AI platform within complex customer experience environments. TELUS Digital will provide the engineering and operational expertise required to integrate voice and chat-based AI agents alongside existing contact center as a service (CCaaS) and CRM systems. By embedding engineers directly into operational workflows, the companies intend to capture institutional knowledge from call transcripts to refine AI accuracy over time.

While AI adoption is surging, many enterprises struggle to connect technology investments to measurable service outcomes. Recent industry data suggests that while human agents supported by AI represent the preferred delivery model for many organizations, only 32% possess the automated coaching and quality assurance tools necessary to optimize these interactions. This alliance attempts to solve that imbalance by combining Cresta’s technical platform with TELUS Digital’s experience in managing large-scale contact center operations.