Optimum Partners with Cresta to Elevate Customer Experience Through Generative AI Integration

Cresta, the leading provider of generative AI for contact centers, announced a strategic collaboration with Optimum, one of the largest broadband and video services providers in the United States. Optimum will deploy Cresta’s generative AI-driven solutions at scale, reinforcing its commitment to delivering a best-in-class customer experience and driving sustainable revenue growth.

The rollout will begin with Cresta Conversation Intelligence and Cresta Agent Assist, empowering Optimum’s customer service and sales agents to manage interactions more efficiently, respond with greater accuracy, and improve sales conversion performance. The deployment is also designed to unlock deeper customer insights, enhance coaching opportunities, and standardize effective practices across the organization.

“Optimum’s mission is to become the connectivity provider of choice in every community we serve and our partnership with Cresta underscores our commitment to embracing the latest technologies to deliver on that promise,” said Mike Parker, President of Consumer Services, Optimum. “By leveraging Cresta’s generative AI-powered solutions, we’re enhancing sales effectiveness, streamlining post-call processes, and empowering our agents to focus on what matters most—building stronger relationships with our customers.”

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By integrating advanced AI into its contact center operations, Optimum will be positioned to deliver faster, more personalized service, while simultaneously reducing operational friction and enhancing the employee experience.

“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. “As one of the largest broadband and video service providers in the United States, it is vital that Optimum can provide customers with highly personalized and effective service at every turn. We look forward to helping Optimum drive real-time value from their AI investments in the years to come.”

The collaboration signals a continued industry shift toward intelligent automation in customer support and sales environments, with organizations like Optimum leading the way in AI adoption to boost performance, foster innovation, and meet rising customer expectations.