Real-World Case Studies and Customer Success Stories with Cresta

Cresta helped Snap Finance cut average handle time by 40%. The company automated 100% of quality management for all calls.... Snap Finance increased its containment rate from 6% to 33%. Employee Net Promoter and engagement scores improved. The team used Cresta's AI to monitor calls in real time and boost agent performance. Digital channels now handle more customer queries, reducing reliance on voice calls.
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Cresta helped Propel Holdings, a fast-growing fintech lender, scale customer service using AI. Propel used Cresta's AI Agent, Agent Assist,... and conversational intelligence to automate routine tasks and support agents. The company achieved a 58% chat containment rate and cut after-call work by 50%. Monitoring of all calls improved compliance and agent coaching. Propel managed a 30–40% increase in contact volume with minimal staff growth.
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Oportun used Cresta to move from manual sample-based quality assurance to AI-driven monitoring of 100% of customer interactions. This gave leaders... real-time visibility into agent performance and risks. Agents received live coaching and guidance during every call, improving consistency. Supervisors shifted from scoring small samples to coaching on specific behaviors. The business saw measurable gains in performance and profitability as a result.
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Cresta helped a Fortune 500 bank increase compliance in collections. Before Cresta, only 5% of calls followed the required procedures.... With Cresta's real-time guidance, compliance quadrupled in just three weeks. The bank saw an 11% increase in payment promises per effective contact and a 26% rise in promised amounts versus balances. Managers now have real-time visibility and can coach agents more effectively. Cresta's tools save time and boost results for both agents and leaders.
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Cresta helped Aqua Finance boost dollars collected per hour by 61%. The company cut post-call work in half for its... collections team. Real-time agent guidance and live transcription improved agent performance and customer satisfaction. AI-powered coaching monitored 100% of calls and created automated coaching plans. Aqua Finance saw a significant rise in NPS for offshore agents using Cresta's tools.
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Cresta helped Achieve, a digital personal finance company, boost ROI by 3x and cut post-call work by 75%. Achieve used Cresta’s... real-time AI to guide agents during complex customer calls. Automated summaries let agents focus more on clients and less on manual tasks. The Coaching Hub aligned leadership and improved coaching consistency. Achieve also saw a 26% increase in productivity and 50% shorter wait times for customers.
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Cresta helped Aqua Finance boost dollars collected per hour by 61%. The platform cut after-call work in collections by 50%.... Real-time agent guidance and auto-summarization let agents focus on customers, not paperwork. Live transcription and translation improved NPS for bilingual and offshore agents. AI-powered coaching now covers 100% of calls, helping managers and agents close performance gaps fast.
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Cresta helped Propel Holdings, a fast-growing financial services company, scale customer service with AI. Propel achieved a 58% chat containment... rate and reduced after-call work by 50%. Cresta's AI Agent, Agent Assist, and Conversation Intelligence improved agent efficiency and customer experience. The solution enabled Propel to handle 30–40% more contact volume with minimal headcount growth. Real-time insights and automation allowed agents to focus on complex cases and deliver better service.
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Cresta helped Snap Finance lower average handle time by 40%. The deflection rate increased from 7% to 30%. Snap Finance... moved from random sampling to 100% QA automation on all calls. Employee Net Promoter Score and engagement scores went up. Cresta's generative AI platform gave real-time insights and improved agent performance. Snap Finance now monitors all calls for quality and compliance.
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Cresta helped Oportun transform quality management in their contact center. Oportun used Cresta's AI platform to move from a reactive... QA model to a dynamic, agent-focused approach. The solution automated quality management and gave agents real-time coaching and insights. Oportun evaluated 100% of conversations and cut their quality management workload by 50%. Agents gained more confidence and productivity, and attrition rates dropped.
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Oportun used Cresta to transform its quality management process. The company moved from sampling to 100% QA coverage. This led... to a 50% reduction in workload for the quality management team. Agents now get real-time coaching and feedback. Attrition rates dropped and new agents onboard faster. Oportun improved customer experience and agent performance with Cresta's AI-powered solutions.
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Cresta helped Snap Finance lower average handle time by 40%. The company increased its deflection rate from 6% to 33%... using AI-powered chat and voice solutions. Snap Finance moved from random sampling to 100% automated QA on all calls. Employee engagement and Net Promoter Scores improved. Supervisors now coach agents in real time, leading to higher compliance and better customer experience.
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Cresta AI helped Windstar Cruises contain 70% of chat inquiries, freeing agents to focus on complex bookings. The company saw... a 2% increase in conversion within six months. Cresta's tools automated quality management, analyzing 100% of calls and chats. Leaders gained real-time insights into guest interactions. Windstar reduced risk exposure and improved agent satisfaction with instant data access.
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Cresta AI Agent helped Xanterra Travel Collection reach a 74% containment rate in their contact centers. The company saw a... $3.3 million increase in revenue by using AI to handle guest inquiries and support sales behaviors. Xanterra deployed AI Agents across multiple brands, improving efficiency and guest service. Managers gained better tools for agent training and real-time guidance. The solution unified reporting and enabled data-driven decisions for ongoing service improvements.
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Cresta helped United Airlines cut average handling time by 15%. The airline used Cresta Agent Assist to give agents real-time... support and suggestions. United also improved customer response time by 50%. Employee satisfaction reached 97%. Data-driven insights replaced guesswork, letting teams act fast on customer needs. Self-service options reduced certain contact types by 50%.
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Cresta Agent Assist helped a leading vacations provider boost agent revenue by 72%. The company faced challenges with remote onboarding... and high agent turnover. Cresta enabled real-time coaching and instant suggestions for agents, speeding up new hire ramp-up. Managers saved 2–4 hours weekly with better visibility and faster issue resolution. Agents using Cresta generated $235,528 more in sales per quarter than those without it.
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Cresta helped Holiday Inn Club Vacations boost agent satisfaction from 47% to 70%. Agent turnover dropped from 120% to 60%.... The sales team used Cresta Agent Assist and Cresta Coach for real-time coaching and support. Managers could now review live call transcripts and coach more agents each day. Holiday Inn saw a 30% increase in booking conversion rates and a 42% rise in daily reservations. Cresta's tools improved both agent experience and business results.
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Cresta helped Alaska Airlines detect customer issues the same day instead of waiting weeks. The AI platform gave agents real-time... guidance and insights from every conversation. Alaska Airlines used Cresta to train new agents faster and improve service quality. Agents now answer guest questions quickly without searching many systems. The team can see how business changes affect guests right away. This led to a faster, more responsive customer experience.
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Cresta AI Agent helped Xanterra Travel Collection boost guest experience and sales. Xanterra deployed AI Agents for chat and voice,... achieving up to 84% containment rates. The company saw a $3.3M revenue lift by reinforcing sales behaviors. Agents used real-time guidance and analytics to improve service and consistency. Leadership gained actionable insights to reduce costs and optimize operations.
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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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Cresta Agent Assist and Cresta Coach helped Holiday Inn improve sales team performance. Managers gained real-time visibility into agent conversations... and could coach multiple agents in a day. Agent Assist provided live support and reminders for best practices. After nine months, Holiday Inn expanded Cresta to four more teams. Employee satisfaction rose from 47% to 70%. Agent attrition dropped from 120% to 60%. Bookings conversion increased by 30%.
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Cresta helped the leading vacations provider boost agent revenue by 72%. New agents ramped up faster with real-time coaching and... AI-powered guidance. Managers saved 2-4 hours per week finding coachable moments and resolving escalations. Agents using Cresta generated $235,528 more sales per quarter than those not using it. The company now QA's 100% of calls for compliance, reducing risk of fines.
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Holiday Inn Club Vacations used Cresta Coach and Agent Assist to improve sales team performance. Managers gained real-time visibility into... agent conversations, enabling instant coaching and support. Agent satisfaction rose from 47% to 70%, and agent attrition dropped by 50%. Bookings per day increased by 42% and conversion rates rose by 30%, even as call volume fell. The solution helped managers coach more agents and improved both revenue and agent experience.
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Cresta helped Vivint gain 5,400 new subscribers by raising install rates 3%. Vivint used Cresta to automate QA, track agent... behaviors, and gain 100% visibility into sales calls. Managers saved at least 5 hours per week on QA tasks. Vivint cut sales costs by $150 per truck roll and improved win rates by 7%. Cresta enabled faster coaching and reduced post-sale cancellations.
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Brinks Home used Cresta to cut quality management costs by 50%. They improved first call resolution to 92% and raised... NPS by 30 points. Cresta gave managers real-time insights and automated coaching. The company reduced call transfers by 73% and average handle time by 8%. Brinks Home saw these results within six weeks of implementation.
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Cresta AI helped Aptive Environmental boost customer retention rates from 42. 2% to 46%. The company gained $2.37 million in...extra annual revenue after using real-time agent assist and conversational intelligence. Agents followed empathy guidelines better, rising from 33% to 79% adherence in four months. Supervisors reviewed calls faster, improving coaching and strategy. Aptive's team became more data-driven and motivated, leading to better customer experiences.
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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 increased 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 helped Brinks Home, a leading home security provider, transform its call center operations. Brinks Home used Cresta to standardize... coaching and quality management across hundreds of agents. The company cut quality management costs by 50% and reduced call transfers by 73%. Net Promoter Score increased by 30 points. Average handle time dropped by 8% within six weeks. Cresta enabled real-time coaching and improved customer experience.
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Cresta helped Aptive Environmental boost customer retention by $2. 37 million annually. The company saw a 9% increase in save...rates on cancellation calls. Cresta's AI provided real-time agent guidance and standardized retention playbooks. Agent adherence to empathy guidelines rose from 33% to 79% in four months. Supervisors now review calls in under a minute, improving coaching and performance.
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Cresta helped a top US telecom company close sales gaps with BPO partners. The company used Cresta Agent Assist and... Coach to improve chat sales for home internet, TV, and digital voice. After a pilot with 30 agents, chat revenue per contact rose 4% and conversion rates increased 50%. Real-time analytics let managers track agent performance and design custom coaching plans. Cresta's tools enabled consistent sales messaging and better agent behaviors across teams.
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Cox used Cresta's AI platform to boost chat sales revenue by 20-30% in residential sales. The company needed to help... remote agents meet rising KPIs with minimal supervision. Cresta's Agent Assist and Coach tools gave real-time guidance and tracked 100% of conversations. Managers improved coaching and new hires hit 100-200% of revenue targets. Cox leaders used Cresta Insights to understand customer trends and adjust strategies fast.
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Cresta helped Cox Communications improve sales and retention in their residential services contact center. Cox used Cresta Insights, Cresta Coach,... and Agent Assist to guide agents, standardize processes, and analyze conversations. Revenue per chat for residential sales increased by 20-30%, and retention revenue rose by 10-20%. Highly engaged agents using real-time coaching saw even higher gains. Sales managers reduced new hire ramp time by 2 weeks and increased their agent-manager ratio from 10 to 14. All new hires reached 100%-200%+ revenue attainment goals.
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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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Cresta helped America’s largest wireless carrier boost sales chat results. The company used Cresta Coach and Agent Assist to improve... revenue per chat and drive consistent sales messaging across BPO partners. A pilot with 30 agents saw a 10% reduction in average handle time and a 4% increase in revenue per chat. Agents who followed key behaviors achieved a 50% higher conversion rate. Cresta enabled real-time coaching and performance tracking for over 1,000 agents.
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Cox Communications used Cresta’s Real-Time Intelligence platform to boost sales and retention in their residential chat teams. With Cresta Agent... Assist, agents received real-time guidance, leading to a 20-30% increase in revenue per chat for sales and a 10-20% rise for retention. Cresta Coach helped managers reduce new hire ramp time by 2 weeks and increase agent-manager ratios from 10 to 14. Cresta Insights enabled leaders to analyze chat data, revealing key customer trends and driving strategic shifts. Cox saw higher revenue attainment and improved coaching efficiency across teams.
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Cresta helped a Fortune 500 insurance company boost revenue by 7% in nine months. The company used Cresta Agent Assist,... Coach, and Insights to support agents and supervisors. Real-time coaching and data insights improved agent onboarding and performance. Supervisors could identify opportunities and act faster. The company plans to expand Cresta use, expecting over $5 million in benefits.
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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 agents 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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Cresta helped a Fortune 500 insurance company boost revenue by 7% in nine months. The company used Cresta Agent Assist,... Coach, and Insights to improve agent training and onboarding. Real-time coaching and actionable insights let supervisors support more agents and speed up new hire ramp time. Supervisors could identify coaching opportunities as they happened. The company expects over $5M in future benefits from expanding Cresta’s use.
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Cresta helped a Fortune 500 insurance and financial services company boost revenue by 7%. The company needed to quickly onboard... seasonal reps and improve coaching during peak customer service call volume. Cresta's platform provided real-time coaching and insights, supporting both new and veteran team members. Supervisors gained better visibility into agent performance and sales growth. The team saw immediate results in customer experience and sales effectiveness.
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Cresta helped a leading global SaaS provider move sales operations offshore without losing revenue. In just 3 months, the offshore... team increased revenue per chat by 35% and customer satisfaction by 6.5%. Sales process adherence improved 5x, and agents now regularly hit their 85% CSAT goal. Cresta Agent Assist saved each agent over 14 hours of typing per month. Supervisors gained full visibility into agent performance and process compliance.
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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 sales 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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Cresta helped a leading cloud SaaS provider move its sales operations offshore without losing revenue. The company used Cresta Agent... Assist and Quality Management to train new offshore agents quickly. In just 3 months, offshore teams increased revenue per chat by 35% and customer satisfaction by 6.5%. Agents saved over 14 hours of typing time each month using Cresta’s suggested responses. Supervisors saw a 5x increase in adherence to sales processes. The company now regularly meets its 85% CSAT goal.
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Cresta has partnered with the New York Mets to integrate its AI suite into the team's ticketing and fan-service operations. This deployment aims... to streamline ticket sales, seat changes, and fan inquiries through AI-driven automation. Cresta's solution includes Conversation Intelligence, AI Agents, and real-time Agent Assist to enhance customer interactions and operational efficiency.
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Cresta has partnered with the New York Mets to enhance ticketing operations and fan service using its AI platform. The Mets will... deploy Cresta's AI Agent, Conversation Intelligence, and Agent Assist to streamline fan interactions and improve service efficiency.
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TELUS Digital has partnered with Cresta to deploy and manage Cresta's CX AI platform for enterprise clients. TELUS Digital will... serve as a preferred implementation partner, handling integration and managed services for Cresta's voice and chat AI agents, real-time agent assist, and conversation intelligence. This collaboration aims to enhance customer experience by providing accurate answers quickly and supporting human agents.
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TELUS Digital has partnered with Cresta to implement Cresta's AI-powered customer experience platform. TELUS Digital will integrate Cresta’s voice and... chat AI agents, real-time human augmentation, and conversation intelligence across its clients' contact center and CRM environments. This collaboration aims to enhance customer experience by pairing AI with human agents, providing real-time guidance, and automating routine interactions.
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