Firstsource Solutions Limited, a global intelligence partner and an RP-Sanjiv Goenka Group company, announced a strategic partnership with Cresta, the leading customer experience AI platform, to deliver an integrated AI technology solution for enterprise customer experience transformation. The partnership combines Cresta’s unified AI platform with Firstsource’s domain-driven systems integration, outcome measurement frameworks, and operational AI expertise, enabling enterprises to deploy, scale, and continuously optimize AI at production speed and accountability.
This partnership has two key components. Cresta’s customer experience AI platform delivers cutting-edge AI agents, agentic AI augmentation for human agents, and comprehensive conversation intelligence to improve the customer experience with every conversation. Firstsource brings domain-driven systems integration, outcome measurement technology, and production-scale operations, creating an integrated AI capability that enterprises can deploy, measure, and continuously optimize. Together, they close the gap between technology capability and business outcomes, enabling rapid deployment with built-in accountability.
To operationalize this partnership, Firstsource has established a dedicated AI Center of Excellence that serves as the integration engine for Cresta + Firstsource deployments.
“Intelligence That Operates isn’t a tagline, it’s a technology thesis. AI models only succeed inside the right environment – sensors that see how work actually happens, organizational context that understands the why behind every action, and a domain harness that encodes what good looks like. Those are the layers of Kairos, our operating system for AI-native operations, and they are what we bring to this partnership, along with the integration capability to wire them into the systems enterprises already run. That’s a technology partnership, not a service layer. Cresta has built exceptional AI technology for real-time customer engagement. Together we’re co-engineering a production-ready AI solution enterprises can deploy with confidence. That’s what we’re bringing to Cresta, and that’s what clients are increasingly demanding: partners who own the outcome, not just implement the technology,” said Mr. Ashish Chawla, Head, CX and Consulting, Firstsource.
“Firstsource is one of the world’s leading providers of customer experience transformation expertise,” said Mr. Alex Cramer, Chief Revenue Officer of Cresta. “As enterprises implement agentic customer experience technology, this partnership will deliver both the AI platform and the implementation strategy that companies need to enhance every customer interaction. We’re excited to partner with Firstsource to deliver CX AI transformation to companies around the globe.”
Firstsource and Cresta will enable enterprises in the US, UK, Australia, and the Middle East to elevate their customer experience through a partnership that delivers cutting-edge technology and deep operational expertise in a single solution.
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