Cresta, a leading contact center AI platform, announced a partnership with Optimum, one of the largest U.S. broadband and video service providers, to deploy generative AI solutions. This collaboration aims to enhance Optimum’s customer experience, improve sales conversion rates, and drive efficient revenue growth by empowering agents with real-time AI tools.
Announced May 7, 2025, in Palo Alto, CA.
Optimum adopts Cresta’s Conversation Intelligence and Agent Assist solutions.
Focuses on improving sales, streamlining processes, and empowering agents.
Leverages generative AI to enhance customer interactions and coaching.
Cresta serves Fortune 500 firms in telecom, retail, and financial services.
Supports Optimum’s goal to be the top connectivity provider in its communities.
The partnership, outlined in a May 7, 2025, press release, integrates Cresta’s generative AI-powered tools, including Cresta Conversation Intelligence and Cresta Agent Assist, into Optimum’s contact center operations. These solutions enable agents to handle customer requests more effectively, boost sales conversions, and streamline post-call processes. “Optimum’s mission is to become the connectivity provider of choice in every community we serve,” said Mike Parker, President of Consumer Services at Optimum. “By leveraging Cresta’s generative AI-powered solutions, we’re empowering our agents to focus on building stronger relationships with our customers.”
Cresta’s AI provides real-time guidance, personalized coaching, and interaction analytics, helping Optimum identify opportunities to refine agent performance and enhance customer satisfaction. “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.
Cresta Conversation Intelligence: Analyzes customer interactions to highlight coaching opportunities and strengthen best practices.
Cresta Agent Assist: Offers real-time guidance to agents, improving efficiency and sales effectiveness.
Sales Conversion Boost: Enhances agents’ ability to close deals through personalized, AI-driven recommendations.
Operational Efficiency: Streamlines post-call processes, reducing agent workload and improving response times.
Customer-Centric Focus: Enables personalized service, fostering stronger customer relationships and retention.
The partnership aligns with 2025 trends in contact center transformation, where AI adoption is projected to reduce operating costs by up to 30%, per a 2024 Gartner report. Cresta’s solutions, trusted by Fortune 500 companies like Intuit and Verizon, compete with platforms like Five9 and Genesys, but its focus on real-time generative AI for both human and AI agents sets it apart. Optimum, serving over 4.7 million customers across 21 states, aims to leverage this technology to maintain its competitive edge in the broadband and video services market.
Posts on X reflect positive sentiment, with users praising Cresta’s ability to enhance agent performance, though some note potential challenges in scaling AI across large contact centers. These insights remain inconclusive but indicate industry interest.
Optimum’s adoption of Cresta’s AI tools is expected to drive measurable outcomes, including higher sales conversions and improved customer satisfaction, critical in a market where 86% of customers prioritize service quality, per a 2025 Salesforce report. The partnership builds on Cresta’s 2024 milestones, such as a 45% increase in enterprise deployments, and reinforces Optimum’s commitment to innovation, as seen in its 2024 fiber network expansions.
By empowering agents and optimizing workflows, this collaboration positions Optimum to deliver superior service while driving revenue growth.
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Cresta's platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Powering customer experiences for companies like Cox Communications, Hilton, and CarMax, Cresta helps turn every conversation into an opportunity.
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