Observed Signal · Jun 15, 2026 · Partnership · Source: https://martechseries.com/feed/ · Impact: 3/5 · Sentiment: Positive
TELUS Digital Partners with Cresta for AI Agents
TELUS Digital announced a partnership with Cresta to offer Cresta’s unified customer experience AI platform to enterprise clients, with TELUS Digital serving as a preferred implementation and services partner. Enterprises will contract directly with Cresta for the platform and engage TELUS Digital for implementation, integration, change management, managed services and other professional services. TELUS Digital will deploy and optimize Cresta features including voice and chat AI agents, real-time human augmentation, and AI-driven conversation intelligence, and may integrate Cresta alongside its proprietary tools, hyperscaler technologies and CCaaS platforms. The announcement cites a survey (commissioned by TELUS Digital and conducted by Ryan Strategic Advisory) showing AI-augmented human agents are the leading delivery model for CX, while only 32% of enterprises have automated QA and coaching tools.
Partnership advances deployment of conversational AI and human augmentation in enterprise CX; relevant to MarTech/CX operations but not an industry‑shifting platform or regulatory change.
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Key Takeaways & Evidence Grounding
- TELUS Digital announced a partnership with Cresta to introduce Cresta’s customer experience AI platform to enterprise clients.
- Enterprises will contract directly with Cresta for the platform and engage TELUS Digital as a preferred implementation and professional services partner.
- TELUS Digital will provide deployment, orchestration and optimization services for Cresta features including voice/chat AI agents, real-time human augmentation, and conversation intelligence.
- A survey of 815 CX decision-makers (commissioned by TELUS Digital and conducted by Ryan Strategic Advisory) found AI-assisted human agents ranked as the leading delivery model; only 32% of enterprises had automated QA and coaching tools.
Connected Companies & Entities
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Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Atento and Cresta Form Hybrid Human‑AI CX Partnership
Atento and Cresta announced a multi-year strategic partnership to deliver hybrid human‑AI customer experience (CX) solutions. The agreement — described as an eight‑figure / multimillion‑dollar, multi‑year deal — will embed Cresta’s unified CX AI platform into Atento’s Atent.AI offering. The joint solution will combine AI agents, AI‑augmented human agents and enterprise conversation intelligence to automate routine interactions, provide real‑time assistance to human agents, and generate continuous insights from customer conversations. Atento will supply strategy, experience design, deployment and end‑to‑end management services while Cresta supplies the AI platform. The partnership aims to accelerate both companies’ expansion across the United States and Latin America and to operationalize unified, enterprise‑grade AI across BTO/CXM engagements.
TELUS Digital, ElevenLabs Partner to Scale Voice AI
TELUS Digital and ElevenLabs announced a partnership making TELUS Digital a preferred implementation partner for ElevenLabs’ ElevenAgents AI voice agent platform. Under the agreement, enterprises can contract ElevenLabs directly and work with TELUS Digital to implement, integrate, govern and operate ElevenAgents in production. TELUS Digital will support integrations across major CRM/CX and telephony platforms (Genesys, Twilio, Amazon Connect, Zendesk, Salesforce) and provide ongoing managed services. TELUS Digital already uses ElevenLabs in its Fuel iX™ Agent Trainer to run over 90,000 lifelike voice and chat simulations (as of June 2026), reducing onboarding time by 20%. TELUS Communications ran a proof-of-concept onboarding campaign with an ElevenLabs voice agent that improved early retention and achieved an average satisfaction score of 8.5/10.
Cresta Partners with New York Mets for Conversational AI
Cresta announced a partnership with the New York Mets to deploy its unified customer-experience AI platform across the team’s ticketing operations and fan service. The Mets will use Cresta’s Conversation Intelligence to surface common fan questions and trends, deploy a conversational AI Agent on the main contact line to answer ticketing inquiries and route callers, and use real-time Agent Assist to support ticket sales and service representatives during live conversations. Cresta CEO Ping Wu and Mets SVP of Technology Oscar Fernandez are quoted on the effort to improve fan interactions and operational efficiency. The announcement was distributed via PR Newswire and published on MarTech Series on June 25, 2026.
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