Cresta Overview

Cresta's contact center AI software provides real-time insights and agent coaching to enhance sales and service teams' performance. Teams are empowered to unlock their full potential.

Use Cases

Customers recommend Helpdesk Management, Coaching, Content Curation, as the business use cases that they have been most satisfied with while using Cresta.

Other use cases:

  • Forecasting
  • Workflow Management
  • Contacts History
  • Objection Handling
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Business Priorities

Increase Sales & Revenue is the most popular business priority that customers and associates have achieved using Cresta.

Other priorities:

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Cresta Use-Cases and Business Priorities: Customer Satisfaction Data

Cresta works with different mediums / channels such as Phone Calls. and Chat.

Reviews

"...Cresta transforms every sales agent into an expert by using AI to learn, organize, and distribute expertise via real-time suggestions and coaching...." Peer review

Cresta, belong to a category of solutions that help Sales Performance Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Comprehensive Insights on Cresta Use Cases

How can Cresta optimize your Helpdesk Management Workflow?

How can Cresta optimize your Coaching Workflow?

Case Studies

Insurance

CASE STUDY Fortune 500 insurance company

Cresta Agent Assist, Cresta Coach, and Cresta Insights helped a Fortune 500 insurance company improve sales performance. The company faced challenges with onboarding seasonal hires and coaching agent...s at scale. Cresta's real-time coaching and insights let supervisors identify opportunities and train agents faster. In nine months, the company saw a 7% increase in revenue from direct mail. Ramp time for new employees dropped, and supervisors acted on coachable moments in real time.

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Hospitality

CASE STUDY the leading vacations provider

Cresta Coach and Agent Assist help the leading vacations provider boost agent success from home. The company faced a challenge with onboarding new remote agents and high attrition. Cresta's real-time... coaching and AI-powered guidance let managers save 2-4 hours per week and help agents ramp up faster. Agents using Cresta generated 72% more revenue, with $235,528 more sales per quarter than those not using it. The company also uses Cresta to QA 100% of calls for compliance and avoid fines.

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Computer Software

CASE STUDY A leading cloud SaaS provider

Cresta Agent Assist helped a leading cloud SaaS provider move their sales operations offshore without losing revenue. The company used Cresta to coach new offshore agents and align them with proven s...ales processes. In just 3 months, the offshore team increased revenue per chat by 35% and improved CST by 6.5%. Cresta's tools also saved agents 14.07 hours of typing time per month. The solution enabled faster onboarding and better agent performance, with one top agent promoted due to high engagement with Cresta.

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Telecommunications

CASE STUDY America’s top telecommunications company (largest wireless carrier in the United States)

Cresta Agent Assist and Cresta Coach helped the largest US wireless carrier close sales gaps between BPO partners. The company faced inconsistent sales messaging and low visibility across BPO teams. ...Cresta rolled out to 30 agents, then expanded to 400 and later 1000 agents. After the A/B pilot, average handle time dropped 10% and revenue per chat rose 4%. Agents using Cresta achieved a 50% higher conversion rate by following key sales behaviors. Real-time coaching and chat analysis improved consistency and sales performance.

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Banking

CASE STUDY A Fortune 500 bank

Cresta Agent Assist and Cresta Coach helped a Fortune 500 bank improve collections. The bank struggled with collectors not following the playbook and managers had little visibility. Cresta gave real-...time guidance and insights to both collectors and supervisors. Playbook adherence increased 4x in three weeks. The bank saw an 11% promise-to-pay per right party contact and a 26% promise amount relative to balance. Managers saved time and gained better coaching tools.

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Consumer Services

CASE STUDY Aptive Environmental

Cresta helped Aptive Environmental improve customer retention in their contact center. Aptive used Cresta's Agent Assist and real-time AI to guide agents and standardize call handling. The solution i...ncreased save rates on cancellation calls by 9%. Aptive gained $2.37 million in extra annual revenue over two years. The platform also improved playbook adherence by over 10% in empathy and discovery.

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Cresta Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.48/5 ★

Read Reviews (10)
Analytics

2.95/5 ★

Read Reviews (1)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.48/5 ★

Read Reviews (10)
Analytics

2.95/5 ★

Read Reviews (1)

Software Failure Risk Guidance

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for Cresta

Top Failure Risks for Cresta

Cresta News

Partnership

Optimum Collaborates with Cresta to Further Transform Its Customer Experience with Artificial Intelligence

Cresta, a generative AI platform for contact centers, has closed a $125 million Series D funding round to accelerate the adoption of its human-centric AI solutions in customer service operations. The investment will support product innovation and expand Cresta's reach in the enterprise contact center market, helping organizations enhance customer experience and operational efficiency with advanced AI technology.

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Customer

Brinks Homes in on Streamlined Customer Service with Cresta

Brinks Home, a major home security provider, has adopted Cresta's generative AI platform to enhance customer service operations. By leveraging Crestas AI-driven contact center technology, Brinks Home aims to streamline support workflows, improve agent performance, and deliver faster, more personalized service experiences to over one million customers across the United States and Puerto Rico.

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Product

Cresta AI Agent delivers seamless, omnichannel CX - KMWorld

Cresta has launched the Cresta AI Agent, an omnichannel generative AI solution designed for contact centers. The platform enables seamless customer experience across voice, chat, and digital channels, automating complex workflows and supporting real-time customer interactions. Cresta leverages advanced AI to unify customer engagement, aiming to boost operational efficiency and customer satisfaction for enterprises.

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Awards

Cresta Named a Leader and "...A Force to Be Reckoned With" in Conversation Intelligence for the Contact Center

Cresta has been recognized as a leader in conversation intelligence for contact centers, earning the distinction of being "a force to be reckoned with." This recognition highlights Cresta's generative AI platform and its impact on transforming customer engagement and operational efficiency in contact center environments.

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Cresta Profile

Company Name

Cresta

Company Website

https://cresta.com/

HQ Location

SAN FRANCISCO, CALIFORNIA