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State of the Agent Report 2024: GenAI’s Rise in the Contact Center – See the
full report

 * Solutions
   Back
   USE CASES
   Sales
   Discover and reinforce behaviors that accelerate revenue growth
   Customer Care
   Deliver brand-defining CX at a lower cost per contact
   Retention
   Transform churn risks into
 lifelong promoters
   Collections
   Accelerate collections while minimizing compliance risk
   INDUSTRIES
   Airlines
   Automotive
   Finance
   Insurance
   Retail
   Telecommunications
   Travel & Hospitality
   
   
   HOW UNITED AIRLINES ELEVATES PRODUCTIVITY AND CX WITH CRESTA’S AGENT ASSIST
   
   LEARN MORE
 * Products
   Back
   PLATFORM
   AI Platform
   Cresta is the enterprise-grade Gen AI platform built for the contact center
   and trained on your data.
    * Responsible AI
   
   PRODUCTS
   Conversation
   
   Intelligence
   
   Discover and reinforce the true drivers of contact center performance.
    * Cresta Insights
    * Cresta Coach
    * Cresta Quality Management
   
   Agent Assist
   Harness real-time generative AI to empower agents with unmatched precision
   and impactful guidance.
    * Knowledge Assist
    * Auto-Summarization
   
   Virtual Agent
   Discover conversation reasons and behaviors, and automate them with LLMs.
 * Customers
   Back
   Customer Stories
   Learn how Cresta is delivering lasting value for our customers.
    * Oportun
    * Brinks Home
    * Snap Finance
    * Vivint
    * Cox Communications
    * Holiday Inn
    * A Top Telecom
    * View all case studies
   
   
   BRINKS, CARMAX, AND COX: SHAPING THE FUTURE OF THE ENTERPRISE CONTACT CENTER
   WITH AI
   
   UPCOMING WEBINAR
 * Resources
   Back
   Resources Library
    * Webinars
    * Ebooks
    * Reports
    * Solution Briefs
    * Data Sheets
    * Videos
    * Infographics
    * Media Coverage
    * Press Releases
   
   Blog
   Help Center
   Solution Bundles
   LLMs and Enterprise
   Conversation
   
   Intelligence Tour
   
   
   STATE OF THE AGENT REPORT 2024: GENAI’S RISE IN THE CONTACT CENTER
   
   GET THE REPORT
 * Company
   Back
   About Cresta
   Careers
   Trust
   Customers
   Partners
   
   
   CRESTA NAMED A LEADER IN THE FORRESTER WAVE™: REAL-TIME REVENUE EXECUTION
   PLATFORMS, Q2 2024
   
   GET THE REPORT


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Reinvent the contact center, with enterprise-grade generative AI

Pinpoint the true drivers of performance, dramatically cut costs with targeted
automation, and empower every employee to work smarter and faster with AI-native
co-pilots, QM, and coaching, trained on your data.

REQUEST A DEMO WATCH VIDEO



The end-to-end AI platform trusted by the world’s leading contact centers

Cresta analyzes every conversation, uncovers customer insights and behavioral
best practices that lead to better business outcomes, and drives powerful
results with a single unified platform for AI-native quality assurance
automation, coaching, and real-time agent assistance.
Custom AI tailored
to your business



Every business is unique. Cresta’s state-of-the art models are trained on your
data to develop an advanced contextual understanding of your customers, agents,
and processes.

Deploy AI with
clicks, not code



Your business never stops evolving. Empower non-technical leaders to train,
test, and deploy AI models that turn insights into action with an intuitive
no-code command center.

Best-in-class
real-time AI



Real-time guidance simply doesn’t work when it’s a step too slow. Cresta’s
scalable architecture delivers ultra low-latency transcription and inference at
the speed of human conversation.

 * Sales
 * Care
 * Retention
 * Collections

Discover and reinforce behaviors that accelerate revenue growth

Cresta learns from top performers to identify the specific tactics that maximize
lead conversion and upsell revenue. Deliver targeted, personalized coaching and
guide sales reps from discovery to close with real-time co-pilots that never
stop learning.

LEARN MORE

Deliver brand-defining CX at a lower cost per contact

Cresta uncovers the root causes of poor and inefficient service at scale.
Empower agents with accurate real-time answers, automate after call work, and
unlock unprecedented supervisor efficiency with AI-native QA, coaching, and
performance management.

LEARN MORE

Transform churn risks into lifelong promoters

Cresta reveals the underlying causes of churn and the most effective ways to
overcome objections, dynamically guiding agents through complex conversations in
real-time to bring frustrated customers back from the brink of cancellation.

LEARN MORE

Accelerate collections while minimizing compliance risk

Cresta combines behavioral adherence tracking, QA automation, and real-time
guidance to reinforce playbooks that are proven to increase promise-to-pay,
minimize net credit loss, and protect against costly compliance violations.

LEARN MORE

An integrated suite of intelligent products

Pinpoint the true drivers
of performance

Gain a deeper understanding of your business with AI that analyzes the semantics
of every conversation, correlates insights against conversation-level outcomes,
and highlights the most promising opportunities to improve critical KPIs.

LEARN MORE


Work smarter and faster
with real-time co-pilots

Accelerate onboarding and empower every agent to perform like your best with
proactive co-pilots that suggest proven best practices, generate accurate
answers, and reinforce compliance at exactly the right moments throughout each
conversation.

LEARN MORE


> “There has been about a 10% improvement in response time, conversion to sales
> and reduced session time. And the system keeps learning and getting better.”

JIM LYSKI, CHIEF INNOVATION & STRATEGY OFFICER, CARMAX

 * 

Dramatically reduce costs with Gen AI automation

Reduce average handle time and increase concurrency with AI-suggested responses,
note-taking, and interaction summaries, while automating entire conversations
with virtual agents that learn best practices from human expertise.

LEARN MORE


Develop exceptional teams with AI-native management

Combine automated and human-in-the-loop QM to efficiently review and score 100%
of conversations, then address the most critical skill and knowledge gaps with
AI-targeted coaching and complete visibility into agent progression.

LEARN MORE


No-code AI that moves at the speed of your business

Put the power of generative AI into the hands of your contact center leaders
with an intuitive no-code command center for training models to
precision-accuracy and deploying powerful workflow-based rules that turn
insights into action across the Cresta platform.

LEARN MORE


Cresta drives transformative results for the Fortune 500

 





Enterprise-grade security
and data privacy

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Easily integrate into any environment

Seamlessly introduce state-of-the-art generative AI into any contact center
platform, with support for CCaaS, on-premise, and hardphone-based
infrastructure.

LEARN MORE


WANT TO SEE IT IN ACTION?

LET’S START WITH A DEMO
Blog

HOW SNAP FINANCE TRANSFORMED QUALITY ASSURANCE WITH CRESTA’S AI

Learn how Snap Finance went from limited understanding of agent performance to
100% quality assurance...

Webinars

BRINKS, CARMAX, AND COX: SHAPING THE FUTURE OF THE ENTERPRISE CONTACT CENTER
WITH AI

Join three industry-leading Cresta customers, Brinks, CarMax, and Cox
Communications, as they share every part...

Reports Library

STATE OF THE AGENT REPORT 2024: GENAI’S RISE IN THE CONTACT CENTER

In this report, we share a deep dive into research on how contact center
agents...

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13355 Berlin, Germany

100 King Street West
1 First Canadian Place, Suite 6200
Toronto ON M5X 1E8

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