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The Gist
Preferred partner status. TELUS Digital will deploy and manage Cresta's CX AI platform for enterprise clients.
Full-suite implementation. The scope spans voice and chat AI agents, real-time agent assist and conversation intelligence.
Operator-led delivery. TELUS Digital brings its own contact center operations to inform AI rollouts.
TELUS Digital, a global technology services provider focused on AI-powered customer experiences, on June 15 announced a partnership with Cresta, a customer experience (CX) AI platform vendor. Under the agreement, TELUS Digital becomes a preferred implementation partner for Cresta's platform, according to the companies.
Enterprise clients will contract directly with Cresta for the AI platform and engage TELUS Digital for implementation, integration, change management and managed services. TELUS Digital will deploy and optimize Cresta's full suite — voice and chat AI agents, real-time human augmentation and AI-powered conversation intelligence — for global brands.
Cresta's platform can run standalone or alongside TELUS Digital's proprietary tools, hyperscaler technologies, CCaaS platforms and other partner technologies.
Our partnership with Cresta is focused on deploying AI to give customers accurate answers faster, which in turn helps support our incredible human agents. 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."
- Tobias Dengel, president
TELUS Digital
Table of Contents
- Partnership Capabilities for TELUS-Cresta
- Recent TELUS Digital News
- Contact Center AI Hits an Integration Wall
- TELUS Digital Background
Partnership Capabilities for TELUS-Cresta
Capability | Description |
|---|---|
CX AI platform | Cresta's unified platform analyzes, automates and augments CX interactions |
Voice & chat AI agents | AI agents resolve customer needs independently across channels |
Real-time human augmentation | Agentic guidance helps human agents perform at higher levels |
AI-powered conversation intelligence | Analysis of every interaction to surface outcome-driving insights |
Forward-deployed engineering | TELUS Digital engineers tune AI to each client's conversations and policies |
Recent TELUS Digital News
TELUS Digital completed a major corporate transformation when parent TELUS Corporation finalized its take-private acquisition on Oct. 31, 2025. The deal, struck at $4.50 per share — a 52% premium to the unaffected price — carried aggregate consideration of roughly $539 million and delisted TELUS Digital from both the TSX and NYSE. TELUS is targeting annual cash synergies of $150 million to $200 million.
On the product front, the company kept building momentum around its Fuel iX AI platform. Everest Group named TELUS Digital a Leader in its CXM PEAK Matrix for the Americas for a seventh consecutive year. It also launched Fuel iX Fortify, an automated red-teaming tool for generative AI safety testing that won a 2026 BIG Innovation Award.
Operationally, TELUS Digital added Indonesia, Thailand, Vietnam, Malaysia and Argentina to its delivery footprint in May 2026, pushing its global workforce above 82,000 across more than 35 countries. Leadership will shift July 1, 2026, when board member Victor Dodig succeeds retiring CEO Darren Entwistle.
Contact Center AI Hits an Integration Wall
AI is remaking the contact center, but most organizations still struggle to turn deployment into measurable gains.
Adoption Outpaces Operationalization
Recent benchmarks show 88% of organizations have deployed AI at scale, but only 25% have integrated it into daily workflows. Most ROI remains unrealized — trapped behind process and governance gaps rather than technology shortfalls.
The human-in-the-loop model has become the default. Seventy-six percent of contact center leaders have formalized a split: AI handles routing and availability while humans manage complex or emotionally charged interactions.
Gartner predicted that by 2029, agentic AI will independently handle 80% of routine inquiries, cutting operational costs by 30%.
Integration Remains the Core Gap
AI in contact centers is accelerating platform consolidation across UCaaS and CCaaS, but fragmented toolsets continue to undermine ROI. Only 7% of contact centers deliver consistent cross-channel transitions — a gap that separates CX leaders from the rest of the market.
TELUS Digital Background
TELUS Digital, founded in 2005 in Canada, is the digital innovation and CX division of TELUS, serving mid-market and large enterprises. The company offers digital transformation services including AI-powered engagement, CCaaS and data-driven personalization for organizations in retail, healthcare and utilities.
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