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RESOURCES
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Blog
CRESTA AND FIVE9: TEAMING UP TO CREATE THE INTELLIGENT CONTACT CENTER
Cresta and Five9: Teaming up to create the Intelligent Contact Center
Webinars
SUMMER ‘22 PRODUCT RELEASE WEBINAR – POWERING INSIGHT TO ACTION
Join Cresta’s Product Team to learn how our Summer 2022 Release enables modern
contact centers to move from insight to action and usher in a new era of contact
center productivity while delivering a faster and better customer experience.
Press
CRESTA EXPANDS VISION FOR REAL-TIME INTELLIGENCE
Introduction of Insights and Chatbot products and updates to Director and Agent
Assist enables a new era of contact center productivity.
Blog
ANNOUNCING OUR SUMMER ’22 RELEASE – POWERING INSIGHT TO ACTION
The Cresta Summer 2022 Release: An all-in-one AI platform for the modern contact
center that makes it easy to go from insight to action in no time.
Blog
INTRODUCING AUTOMATIC SUMMARIZATION
After Call Work is one of the biggest time wasters in the modern Contact Center.
Agents spend a whopping ⅓ of call time on post-call activities...
Blog
CRESTA ACHIEVES TISAX COMPLIANCE
Today, Cresta is excited to announce that we’re expanding our security
compliance footprint with our recent achievement of TISAX compliance.
Press
CRESTA RECOGNIZED FOR SALES READINESS IN Q2 2022 NOW TECH: SALES ENABLEMENT
AUTOMATION REPORT BY INDEPENDENT RESEARCH FIRM
Webinars
FRIDAY FIVE: CX RIGHT NOW
Join Cresta's Shannon Hitson and Brittany Bell as they discuss five tips that
are empowering organizations to prioritize their initiatives, improve customer
experiences, and recession-proof their business.
Blog
SIMPLIFYING THE AGENT WORKFLOW
Introducing Omni Search and Guided Workflows. Now agents have everything they
need to be a top performer on day one. No more searching for answers and
workflows across knowledge bases.
Webinars
YOU CAN’T SPELL RETAIL WITHOUT AI
Retailers must rethink their contact center strategy to support the new normal
of omnichannel selling by incorporating new technologies. Listen to the webinar
to learn more.
Reports
HOT VENDORS IN AI FOR THE CONTACT CENTER, 2022
Retailers must rethink their contact center strategy to support the new normal
of omnichannel selling by incorporating new technologies. Listen to the webinar
to learn more.
Press
CRESTA NAMED “HOT VENDOR IN AI FOR THE CONTACT CENTER” BY ARAGON RESEARCH
Blog
THE 15 CRITICAL CONTACT CENTER KPIS TO TRACK
Most successful organizations track key performance indicators (KPIs) to make
informed business decisions. Contact centers are no different...
Blog
HOW THE WORLD OF HIGH-END RETAIL HAS CHANGED AND WHAT TO DO ABOUT IT
When COVID-19 hit, social distancing and lockdowns forced us all inside. But
this didn’t prevent us from requiring items with high purchase prices: diamonds
for engagement rings, for example...
Press
THE NEW YORK TIMES: WHY ISN’T NEW TECHNOLOGY MAKING US MORE PRODUCTIVE?
Cresta is featured in The New York Times for its ability to drive productivity
and results for customers like CarMax.
Ebooks
DRIVING HIGH-END RETAIL WITH AI
Learn the 8 Ways Retail Contact Centers Are utilizing artificial intelligence to
improve customer experiences and Sales.
Press
CRESTA NAMED TO THE 2022 CB INSIGHTS AI 100 LIST OF MOST INNOVATIVE ARTIFICIAL
INTELLIGENCE STARTUPS
CB Insights named Cresta to its annual AI 100 ranking, showcasing the 100 most
promising private artificial intelligence companies in the world.
Blog
REAL-TIME ADHERENCE: KEEPING CONTACT CENTER AGENTS ON TRACK
Maintaining high adherence scores can be challenging for even
highly-sophisticated contact centers. There's a delicate balance between finding
the right people, in the right areas, at the right time of day.
Blog
INTRODUCING COACHING PLANS AND SCORECARDS
Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for
coaching and scoring. Managers can score conversations, monitor agent
performance over time, and create data-backed coaching plans, all through a
single console.
Blog
HOW GAMIFICATION CAN KEEP YOUR CONTACT CENTER AGENTS ENGAGED
Gamification is the secret to some of the most successful contact centers. It
encourages reps to achieve goals, motivates them to be more productive, and
makes them feel more fulfilled in their roles. The happier the employee, the
better the customer experience.
Blog
STOP THE REVOLVING DOOR: REDUCING ATTRITION IN THE CONTACT CENTER
Industry veteran and former contact center executive Brittany Bell and Cresta's
Head of Product Marketing Osman Javed discuss how to reduce agent attrition and
ramp time in your contact center.
Ebooks
CX LEADERS: TRENDS & INSIGHTS REPORT
The Execs In The Know, CX Leaders — Trends & Insights: 2021 Corporate Edition,
sponsored by Cresta, is designed to provide a wide-lens view of the customer
experience industry, touching on many topics, including consumer preferences, CX
strategies, best practices, and more.
Blog
3 EFFECTIVE STRATEGIES FOR REDUCING CONTACT CENTER TURNOVER
Contact center leaders can use three simple but effective strategies to reduce
agent turnover, improve agent well-being, and create a healthy and sustainable
culture. Read the blog now.
Blog
CRESTA’S COMMITMENT TO SECURITY WITH GITHUB
Security of the Cresta platform is a core part of our strategy and competitive
advantage. Cresta leverages GitHub in our software supply chain to ship secure
code and cultivate a culture of security at Cresta.
Blog
WHAT COMES NEXT? TAKING CONTACT CENTER QA FROM REACTIVE TO PROACTIVE
Quality assurance (QA) is a key element of contact center performance
management. But the QA process is far from perfect. Thanks to modern advances in
AI, QA is getting a much needed uplift.
Press
CRESTA NOW AVAILABLE AS A GENESYS PREMIUM APPFOUNDRY APPLICATION
Cresta’s powerful AI platform combines with Genesys Customer Experience Platform
to further enable real-time intelligence in the contact center.
Press
FIVE9 PARTNERS WITH CRESTA TO DELIVER AI-DRIVEN REAL-TIME INTELLIGENCE
Cresta and Five9 Announce Real-Time Integration Powered by Five9 VoiceStream.
Press
TIGER GLOBAL BACKS CRESTA’S REAL-TIME INTELLIGENCE AS COMPANY VALUE QUADRUPLES
Tiger Global Leads Series C, Genesys, Five9, J.P. Morgan and Zoom Join the
Investment Round.
Webinars
THE CX GAME CHANGER
The contact center is the front door of your business and the relationship
between your customer and your agent has never been more important.
Blog
SERIES C ANNOUNCEMENT: THE CONTACT CENTER IS THE FRONT DOOR OF YOUR BUSINESS
Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also
discusses why the contact center is now the front door of your business,
critical for customer experience.
Blog
CRESTA’S COMMITMENT TO HIPAA
Cresta furthers its commitment to security and privacy through the support for
HIPAA compliance.
Press
CRESTA WINS MOST INNOVATIVE PRODUCT AT THE 2022 CX AWARDS
Blog
HOW TO CLONE YOUR BEST AGENTS (ETHICALLY)
Cloning humans, while technically legal, is very, very not cool (ethically). But
you can clone your top agent behaviors, 100% ethically, with AI-driven contact
center training.
Blog
WHY TRANSCRIPTION IS VITAL TO CONTACT CENTER AI
No matter how rapidly contact center AI (CCAI) evolves, it’s important to
understand it remains tethered to an easily overlooked factor — transcription
accuracy — and it's crucial to understand why.
Blog
HOLIDAY INN CLUB VACATIONS: DRIVING CUSTOMER OBSESSION WITH CRESTA
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer
Obsession focus, improving customer experience, and helping managers provide
better coaching.
Blog
REDUCING RAMP TIME & AGENT ATTRITION IN CONTACT CENTERS
Blog
CRESTA INSIGHTS REPORT: REDUCING RAMP TIME & AGENT ATTRITION
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent
Attrition, Increases Productivity, and Improves CX.
Press
BEATING THE GREAT RESIGNATION: CRESTA’S ATTRITION REPORT SHOWS HOW AI-DRIVEN
COACHING BENEFITS THE CONTACT CENTER AGENT LIFECYCLE
Reports
CRESTA INSIGHTS REPORT: REDUCING RAMP TIME & AGENT ATTRITION IN CONTACT CENTERS
Blog
WHY YOU NEED AGENT ASSIST FOR YOUR CONTACT CENTER
Agent Assist as a Service for Contact Centers Real-Time Coaching is just the
beginning. Real-time text and speech-based insights will be critical for better
customer experience.
Blog
HOW CRESTA UNDERSTANDS CONVERSATIONS
Learn the different methods Cresta's AI uses to understand the complexities of
human conversation.
Blog
5 TAKEAWAYS FROM CCW VEGAS 2021
Hear Cresta's five observations about the contact center industry following this
year's CCW Vegas Conference.
Blog
DRIVING BETTER CX TO CELEBRATE LIFE’S BIG AND SMALL MOMENTS
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to
drive better Customer Experience - and more sales.
Reports
AGENT ASSIST AS A SERVICE FOR CONTACT CENTERS: REAL-TIME COACHING IS JUST THE
BEGINNING
See why Aragon Research is calling Agent Assistance the next frontier of the
intelligent contact center, and how to get started with this technology.
Press
CRESTA WELCOMES JARED LUCAS AS VICE PRESIDENT OF PEOPLE
Cresta adds strategic human resources leader with passion for building
high-performing teams.
Press
CRESTA NAMED ONE OF THE TOP 40 INTELLIGENT APPLICATIONS FOR 2021
Goldman Sachs and Madrona Venture Group Sponsored Report Identifies Cresta as a
Leader with AI-Driven Real-Time Coaching for Contact Centers
Blog
3 FUTURE-FORWARD CONTACT CENTER PERFORMANCE MANAGEMENT TIPS
Demand for customer support continues to grow not only in size but complexity.
Blog
CX EMPLOYEE EXPERIENCE: HOW TO HELP AGENTS LOVE WHAT THEY DO
In contact centers, we’ve heard time and time again: the bedrock of customer exp
Blog
CONTACT CENTER EMPLOYEE CHURN: HOW TO STOP THE REVOLVING DOOR
Employee churn isn’t new — but today’s businesses are experiencing
never-before-seen attrition levels. According to the Bureau of Labor Statistics,
employee turnover rates are at near-record levels across the U.S., including
retail, healthcare, and the foodservice industry.
Blog
CAN YOU HEAR A SMILE?
Increased sales, larger deals, greater retention –– the benefits of offering
great customer experiences (CX) are many and well documented. But significantly
less research has been conducted into the relationship between customer
experience and employee experience (EX) in the contact center. In short, so much
time and energy are focused on the benefits of pleasing customers we forget
there’s a serious upside to pleasing agents. And this is a big miss for those in
CX leadership.
Ebooks
5 STEPS TO CLOSE THE CONTACT CENTER PERFORMANCE GAP
What is inconsistent agent performance costing your contact center each year?
Blog
3 COMPOUNDING BENEFITS OF AI-DRIVEN, REAL-TIME COACHING
Cresta’s real-time coaching provides contact center agents with versatile
coaching in-the-moment. By going beyond 1:1 coaching sessions and putting
coaching into action during customer conversations, teams are able to unlock new
levels of productivity.
Webinars
SHIFTING CUSTOMER CARE FROM COST CENTER TO VALUE CENTER
We are seeing a shift in the role customer care teams play across the customer
journey. Care teams are shepherds of customer experience and are fast becoming
the key to unlocking top-line growth.
Blog
CONTACT CENTER ROI: TRANSFORM COST CENTERS INTO VALUE CENTERS
Like the call centers of yesteryear, modern customer service (CS) contact
centers aren't known for being money makers for big brands. If anything, they're
traditionally seen as cost centers, with a big focus placed on efficiency and
cost savings. But CS leaders are challenging traditions as they continue to
adapt to the pandemic rethink the contact center in the age of remote work.
Blog
CLOSE THE RETENTION PERFORMANCE GAP WITH REAL-TIME COACHING
Our performance gap analysis of almost 20,000 conversations from a Fortune 50
software company revealed that top performers had a 65% higher retention rate
than bottom performers. And through our additional analysis of 70,000
conversations from a leading telecom company, we determined that the bottom
quartile performers had 42% more churn per conversation and 48% more lost
revenue per conversation. These discrepancies in our metrics represent massive
opportunities for retention teams.
Blog
2021’S TOP 5 CONTACT CENTER AGENT SWEAR WORDS
Unsurprisingly, these are three utterances that were completely absent from the
1.84 million customer conversations we analyzed from more than 15 contact
centers to determine which swear words are most used by contact center agents.
Blog
THE 4 “MAGIC” BEHAVIORS THAT CLOSE SALES PERFORMANCE GAPS
We’ve identified a surprising gap in sales performance. We analyzed 340,000
sales conversations in Q1 2021 and discovered top performers generated $47
million in sales, compared to just $19 million by lower performers (~2.5x). So,
what exactly made for such a huge gap between top and low sales performance?
Blog
SCALE FOR SUCCESS WITH REAL-TIME CUSTOMER SERVICE AI
In contemporary marketing, the phrase “at scale” usually means big or more. But
in business, it’s becoming clear, post-pandemic, that more doesn’t always mean
better.
Blog
CONTACT CENTER AI: FUEL LASTING SUCCESS IN MODERN CX
For leaders working to bring about lasting change, the pandemic continues to
exacerbate the challenges inherent to digital CX.
Webinars
DRIVING REAL-TIME CONVERSATION INTELLIGENCE IN CONTACT CENTERS & SALES
Learn how Conversation intelligence is helping organizations unlock business
insights, modernizing legacy workflows, and enabling adopters to outpace their
competition.
Blog
WHAT IS CONVERSATIONAL AI? AND HOW DOES IT HELP YOU BUILD A HIGH-PERFORMING
SUPPORT TEAM
Only recently available at scale, conversational AI uses digital and
telecommunication technologies to create a programmatic, intelligent way to
converse with customers in an engaging and effective way.
Reports
THE ROI OF REAL-TIME AGENT GUIDANCE
Aberdeen Strategy & Research highlights how AI helps align agent performance
with customer expectations.
Ebooks
CLOSING THE SALES PERFORMANCE GAP
We looked at over 340,000 sales conversations to identify what set top
performing salespeople apart from their peers.
Blog
6 REASONS I JOINED CRESTA AFTER GOOGLE
I was very impressed with what the Cresta team had accomplished and was also
intrigued by the direct impact I can make on the company's top and bottom line.
Press
CRESTA WELCOMES GOOGLE CONTACT CENTER AI CO-FOUNDER AS MARKET REACHES $26B IN
SPENDING
AI Pioneer Ping Wu Joins as Vice President of Engineering and Product to
Accelerate Technology Roadmap and Innovation
Blog
AVERAGE HANDLE TIME ISN’T SEXY BUT IT’S STILL VITAL FOR MODERN CONTACT CENTERS
Free throws in basketball aren't sexy, but they're fundamental. Footwork in
baseball isn't sexy, but it's fundamental.
Press
CRESTA RECOGNIZED IN FORRESTER’S NEW TECH: CONVERSATION INTELLIGENCE FOR B2B
REVENUE, Q3 2021 REPORT FOR REAL-TIME COACHING AND MANAGEMENT.
Cresta recognized in Forrester’s New Tech: Conversation Intelligence For B2B
Revenue, Q3 2021 report for Real-Time Coaching and Management.
Blog
WHY CONTACT CENTER AI IS A BIG DEAL FOR CUSTOMER-FOCUSED BRANDS
The pandemic spurned a mass customer adoption of digital channels. Yet, despite
(or perhaps because of) this mass adoption, 58% of customers surveyed in 2021
said they now expect more from customer service.
Blog
GRAPHQL FOR THE REACT REDUX DEVELOPER
Migrate toGraphQL using the Apollo Client library to take advantage of advance
GraphQL features.
Press
BUILDING ML TO MAKE HUMANS MORE EFFECTIVE
It’s one thing to add machine learning and artificial intelligence features to
an existing software platform. It’s quite another to build an entire company
around machine learning technology, and to provide practical, everyday value to
enterprise organizations.
Press
CRESTA ANNOUNCES APPOINTMENT OF MICHAEL PARKER AS CHIEF MARKETING OFFICER
Former Armis executive joins Cresta to accelerate marketing and momentum in the
contact center marketplace
Blog
DEMO DAY: CRESTA’S PLATFORM – AUTH, APIS, AND MORE
Cresta's path to a robust API layer that allows us to support our 1st party
usage and potential future 3rd party usage
Press
CRESTA LISTED IN FORRESTER’S NOW TECH: CONVERSATION INTELLIGENCE, Q2 2021 REPORT
Cresta AI, has been listed in Forrester's Now Tech: Conversation Intelligence,
Q2 2021 Report. Read the report now!
Press
CRESTA’S SUMMER ’21 RELEASE SHIFTS CUSTOMER CARE FROM A COST CENTER TO A VALUE
CENTER
Cresta's latest release uses its Expertise AI to help customer care teams move
faster and drive top-line growth.
Blog
CRESTA’S SUMMER ’21 RELEASE
Taking Customer Care from a cost center to a value center
Ebooks
QUANTIFYING THE PERFORMANCE GAP
We looked at over 100,000 customer conversations to quantify the gap between top
and bottom performers. This report outlines our findings and steps you can take
to start closing your Performance Gap today.
Blog
HOW SCIENCE FICTION INSPIRES HUMAN-AI COLLABORATION AT CRESTA
AI shines best when it's collaborating with humans.
Blog
MOVING THE MIDDLE: AN INNOVATIVE APPROACH TO CLOSING THE AGENT PERFORMANCE GAP
Every organization suffers from a performance gap between its top employees and
the rest. This issue is as prevalent as ever when it comes to the contact center
Blog
WHAT IS THE PERFORMANCE GAP COSTING YOUR BUSINESS EACH YEAR?
Imagine if every employee performed like a top performer?
Blog
4 WAYS TO ASSIST CONTACT CENTER AGENTS WITH AI & AUTOMATION
Today’s modern contact center provides critical touchpoints for a variety of
customer communications. Whether it’s phone calls, texts, webchats, email, or
social media channels, contact centers have evolved beyond
Press
CRESTA NAMED ON FORBES AI 50 2021: AMERICA’S MOST PROMISING ARTIFICIAL
INTELLIGENCE COMPANIES
Ebooks
WHY REAL-TIME ARTIFICIAL INTELLIGENCE?
Creating engaging and satisfying customer experiences can be challenging for
even technically sophisticated contact centers
Press
VERIZON, GOOGLE, AND STANFORD LUMINARIES JOIN CRESTA’S STRATEGIC ADVISORY BOARD
Cresta, the Expertise AI provider to the enterprise, today announced key
appointments to its Strategic Advisory Board
Blog
PRIORITIZING THE CX METRICS THAT MATTER
Metrics can define an organization’s culture and operational style. They’re also
a key component of how contact center teams are evaluated
Blog
INVESTING IN CRESTA: SUPERCHARGING AGENTS IN REAL-TIME
Facebook LinkedIn Twitter Nailing customer experience is tough. Every
conversation, across every channel, counts. And while much in our lives has
changed since the 1960s, the site of these customer conversations has not: the
contact center.
Press
THESE STANFORD AI LAB DROPOUTS RAISED $50 MILLION TO IMPROVE CONVERSATIONS
In June 2017, Zayd Enam had just presented research in a team meeting at
Stanford’s AI laboratory when the doctoral student was pulled aside by his
professor.
Press
SEQUOIA, GREYLOCK, AND A16Z BACK CRESTA’S EXPERTISE AI AS GROWTH QUADRUPLES
Cresta, the Expertise AI provider to the enterprise, today announces the closing
of its Series B fundraising round of $50 million, led by Sequoia Capital with
participation from Greylock Partners, Andreessen Horowitz, Allen & Company, and
Porsche Ventures.
Blog
A LETTER FROM THE FOUNDERS
At Cresta, we’re on a mission to enable everyone to be 100x as effective at
work. And today, we’re excited to announce our $50M Series B round of funding.
Blog
SUGGESTIONS DIRECTOR
How Cresta empowers contact center managers to improve AI suggestions by giving
feedback in plain English.
Press
INTRODUCING CRESTA FOR VOICE: EXPERTISE-AI FOR PHONE-BASED SALES AND SERVICE
Using AI to improve voice-based customer conversations and make Earthlink’s
award-winning customer service teams even better.
Blog
ANNOUNCING CRESTA FOR VOICE
Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.
Blog
CRESTA’S SPRING RELEASE
We’re excited to share our Spring 2021 Release: The Sound of Expertise.
Blog
SCALING BEHAVIOR CHANGE ACROSS 1,000 PEOPLE
Cresta combines machine learning and cognitive psychology to drive behavior
change at scale, transforming every agent into an expert agent.
Blog
EXPERTISE FROM CHAT BOT TO AGENT: AN END-TO-END CHAT SOLUTION
Create a seamless customer experience that passes customers from expert chat bot
to expert agent.
Blog
ENTERPRISE-GRADE SECURITY AND MONITORING
Learn more about Cresta’s compliance and security capabilities, including SOC2
Type II and SSO.
Blog
SPRING LAUNCH: BUT WAIT, THERE’S MORE!
Cresta's Spring Launch is packed with new features and improvements to drive
customer value and make our users happy.
Blog
MAXIMIZING CONTACT CENTER PRODUCTIVITY
Contact centers are operationally-complex and offer no shortage of challenges
for managers and front-line workers.
Blog
IMPROVE YOUR NPS WITH CRESTA
Call centers have been flooded with an unprecedented amount of call volume since
the beginning of the pandemic as customer
Press
INNOVATION AT WORK EVENT BY THE ECONOMIST: DOES AI MEAN THE END OF JOBS AS WE
KNOW THEM?
Hello, my name is Sebastian Thrun and I have the great pleasure and privilege to
be with Zayd Enam, the CEO of Cresta. Hi, Zayd
Blog
A MODERN APPROACH TO IMPROVING EMPLOYEE ENGAGEMENT & SATISFACTION
With so many disruptions affecting workers, business leaders have a tremendous
opportunity to
Blog
HOW WE REDUCED OUR LABELING COST BY 10X
How we reduced our labeling cost and efforts by over 10x, while continuously
pushing our accuracy benchmarks forward
Press
PORSCHE VENTURES INVESTS IN LEADING AI COMPANY CRESTA, PLANS ROLLOUT ON DIGITAL
PLATFORMS
Additional improvements and features on Porsche Connect will be the first
touchpoint to benefit from the investment
Blog
WHAT’S YOUR AVERAGE HANDLE TIME (AHT)?
Average Handle Time (AHT) is a tried-and-true metric impacting several
mission-critical contact center key performance indicators (KPIs)...
Blog
ACTION DIRECTED GPT-2
How we made a new controllable language model to make chat agents more effective
by making them follow best actions.
Blog
CRESTA JOINS AWS CONTACT CENTER INTELLIGENCE (CCI) PARTNER NETWORK
Now, customers can easily bring contact center solutions into their business,
and immediately add Cresta’s unique ability to quickly improve each agent in
their real-time interactions.
Blog
FORMER AT&T CEO, JOHN DONOVAN, JOINS CRESTA’S BOARD
John brings more than 30 years of experience in the technology industry to
Cresta’s board.
Press
FORMER AT&T CEO, JOHN DONOVAN, JOINS CRESTA’S BOARD
2020 is the crucible every enterprise software vendor needs to prove how
resilient their apps & platforms are, showing prospects why moving workloads and
apps to the cloud need to happen now.
Blog
ANNOUNCING CRESTA FOR CUSTOMER SERVICE
Real-Time Assistance and Conversational Insights for Customer Service Teams
Case Studies
HOW A FORTUNE 50 SAAS COMPANY IMPROVED NPS BY 19% IN 5 WEEKS
The Fortune 50 SaaS provider is on a mission to power prosperity around the
world. Their intuitive web, mobile, and cloud solutions generate more money,
more time, and more confidence for 50 million people globally. The SaaS provider
has continuously innovated on their path to realizing this mission. For the SaaS
provider, leveraging AI to unlock efficiencies is core to improving their
customer experience.
Case Studies
MODERNIZING CONTACT CENTER OPERATIONS FOR EARTHLINK
In the world of Internet Service Providers (ISP), customer experience is key.
ISPs deliver a mission-critical service to their customers and as a result,
customers expect the service to just work. And when it doesn’t, service teams
need to quickly and emphatically resolve customer issues or risk losing
customers. Thankfully for Earthlink, customer satisfaction has been a strong
suit, being ranked as 2020’s Best ISP in Customer Satisfaction by
HighSpeedInternet.com.
Ebooks
LEADING BRANDS SHARE BEST PRACTICES FOR BUILDING HIGH-PERFORMING REMOTE TEAMS
More than $1 of every $5 was spent online in the second quarter of 2020, the
highest e-commerce penetration on record. With consumers flocking to digital
channels, customers are now interacting...
Webinars
HOW TO DRIVE SALES DURING WORK FROM HOME
Leading retailers have moved to virtual contact centers and sales teams, but
what comes after connectivity?
Press
CRESTA NAMED ONE OF GARTNERS’ TOP 25 ENTERPRISE SOFTWARE STARTUPS TO WATCH
2020 is the crucible every enterprise software vendor needs to prove how
resilient their apps & platforms are, showing prospects why moving workloads and
apps to the cloud need to happen now.
Blog
3 KEYS FOR CREATING UNDERSTANDABLE AI PRODUCT EXPERIENCES
AI-powered products are more prevalent than ever before: automatically
organizing your photos, driving a car without any human input, and helping you
craft a perfect email.
Case Studies
HELPING A LEADING RETAILER SELL FROM ANYWHERE
Mandatory store closures have left the retail sector especially hard hit by the
COVID-19 pandemic. In light of store closures, a leading mattress manufacturer
and retailer needed to quickly transition brick-and-mortar retail sales to
online channels.
Blog
CRESTA: A SYSTEM OF RECORD FOR EXPERTISE
Think about the last time you taught someone something difficult. Did you just
tell them...
Blog
SO YOU’VE MOVED TO A VIRTUAL CONTACT CENTER. NOW WHAT?
Curious to know how your virtual contact center strategy is faring? We asked a
panel of ex...
Webinars
HOW TO TRANSITION TO A REMOTE CONTACT CENTER
In order to drive business continuity and preserve customer experience during
COVID-19, we have seen contact centers quickly transition to remote
work-from-home operations.
Blog
WHEN CONTACT CHANGES: OUR FIVE LESSONS FROM TRANSITIONING TO REMOTE CONTACT
CENTERS
As the world unites to slow the spread of COVID-19, businesses are stepping up
to play th...
Press
CRESTA LAUNCHES WITH $21M OF FUNDING TO ENABLE OFFICE WORKERS TO BE EXPERTS ON
DAY ONE®
Cresta Launches with $21M of Funding To Enable Office Workers to be Experts on
Day One®
Press
FOUNDER OF GOOGLE’S MOONSHOT FACTORY AND UDACITY MAKES A BIG NEW BET
Founder of Google’s Moonshot Factory and Udacity makes a big new bet
Blog
EXPERTS ON DAY ONE
Becoming an expert is difficult. We spent years in our PhD programs sitting in
classrooms, reading papers, and programming to become “experts.”
Press
AI STARTUP CRESTA LAUNCHES FROM STEALTH WITH MILLIONS FROM GREYLOCK AND A16Z
AI startup Cresta launches from stealth with millions from Greylock and a16z
Press
CRESTA NAMED ONE OF AMERICA’S MOST PROMISING AI COMPANIES BY FORBES
Cresta named one of America’s most promising AI companies by Forbes
Case Studies
HOW A TOP TELECOM UNLOCKED $13 MILLION IN REVENUE WITH CRESTA
Cresta was enlisted by the third-largest telecommunications company in the
United States. They provide digital cable television, Internet, telephone, and
smart home services to millions of customers nationwide. Their live chat sales
team handles a variety of conversations, from customers looking to discover new
offerings, to customers moving residences, to brand-new customers who are just
setting up their services. The live chat team also operates through a business
process outsourcer (BPO), which gave the telecom provider limited visibility
into the live chat team's operations and performance. Without visibility,
pinpointing strategies for improvement became extremely challenging. In came
Cresta.
Press
THE CREATOR OF GOOGLE’S SELF-DRIVING CAR PROJECT IS NOW WORKING TO AUTOMATE
BORING OFFICE FUNCTIONS
The creator of Google’s self-driving car project is now working to automate
boring office functions
Press
THE SHAPE OF WORK TO COME
The Shape of Work to Come
Press
THE BUSINESS OF ARTIFICIAL INTELLIGENCE
The Business of Artificial Intelligence
Case Studies
HOW CRESTA DOUBLED THE SALES CONVERSION RATE FOR A TOP-5 SAAS COMPANY
The company needed a way to get more value from their sales teams without
sacrificing quality in their customer interactions or significantly altering the
way their salespeople do business.
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