Optimum Partners with Cresta to Innovate Customer Experience Using AI Solutions

Optimum Teams Up with Cresta for Enhanced Customer Experience

In a strategic move to redefine customer interactions, Optimum has announced its collaboration with Cresta, a leader in implementing artificial intelligence (AI) solutions for contact center operations. This partnership aims to elevate the customer experience significantly while driving efficient revenue growth.

Harnessing Generative AI

On May 7, 2025, Cresta revealed that Optimum, one of the United States’ major broadband communications providers, will deploy its generative AI-powered tools widely. The initial phase will encompass implementing Cresta’s Conversation Intelligence and Agent Assist technologies. Through these advanced tools, Optimum’s agents will become more efficient in managing customer requests and achieving higher sales conversion rates.

Mike Parker, President of Consumer Services at Optimum, stated that the company’s mission is to be the preferred connectivity provider in all areas they serve. This partnership illustrates their commitment to adopting cutting-edge technologies to fulfil this mission. He emphasized that by leveraging Cresta’s AI-driven solutions, Optimum intends to enhance the effectiveness of its sales process, streamline post-call operations, and allow agents to concentrate on nurturing customer relationships.

Improved Sales and Coaching Opportunities

As part of this partnership, the collaboration aims not only to empower agents but also to provide deeper insights into customer interactions. Cresta’s platform will assist Optimum in identifying crucial coaching points and reinforcing effective practices across their workforce. The integration of generative AI is anticipated to provide agents with actionable insights, enabling them to better understand customer behavior and needs.

Ping Wu, CEO of Cresta, expressed enthusiasm regarding this partnership, noting that integrating high-quality AI solutions into Optimum’s contact center will elevate the overall customer experience. Given Optimum’s scale within the broadband and video service sector, offering personalized and effective service is paramount. Cresta aims to help the company realize the tangible benefits of their AI investments as they continue to evolve.

Validating Leadership in AI Contact Centers

Cresta’s association with Optimum further solidifies its position as a premier platform for contact center AI, especially in a market increasingly focused on both human and AI agent integration. The partnership is not just beneficial for Optimum but also serves as a beacon for the telecommunications sector, demonstrating the potential of AI technology to transform customer service.

Cresta’s solutions have already proven valuable for various Fortune 500 companies across multiple industries, including telecommunications, retail, and financial services. Their mission is to convert every customer conversation into a competitive advantage, helping businesses unlock the hidden potential within their contact centers.

In conclusion, the partnership between Optimum and Cresta marks a significant step toward harnessing artificial intelligence to bolster customer experiences. As both companies work together, they look forward to realizing what AI can achieve in the realm of customer service, setting the stage for future innovations in the digital space.

For more details about Cresta and their offerings, visit Cresta’s official website.