Real-World Case Studies and Customer Success Stories with Cresta

Vivint used Cresta's AI platform to improve their national inbound sales team's performance. They faced high post-sale cancellations and limited visibility with their old tool. Cresta helped Vivint a...utomate QA, track agent behaviors, and provide actionable insights. As a result, Vivint raised install rates by 3%, added 5,400 new subscribers, and saved $150 per avoided truck roll. Managers also saved at least 5 hours per week on QA tasks.
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Holiday Inn increased revenue and improved agent experience using Cresta's AI platform.

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 Coach and Cresta Agent Assist helped a leading vacations provider improve remote agent success. The company faced challenges with onboarding new remote agents and high attrition. Cresta's real...-time coaching and agent assist tools gave managers better visibility and saved them 2-4 hours per week. Agents using Cresta generated 38% more revenue, totaling $235,528 more sales per quarter. The company also improved compliance by automatically QA'ing 100% of calls.
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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 A...ssist 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's AI platform helps Holiday Inn Club Vacations improve contact center performance, enhancing customer care and reducing costs.

Holiday Inn increased revenue and improved agent experience using Cresta's AI platform.

Creta streamlined agent onboarding using AI, improving efficiency and reducing costs.

Cresta helped Oportun transform its quality management (QM) operations. Oportun used Cresta Conversation Intelligence and Agent Assist to move from manual sampling to 100% QA coverage. This change re...duced the QM workload by 50%. Agents now get real-time coaching and better support. Oportun saw faster onboarding and lower attrition. The company improved efficiency and customer experience with Cresta's AI platform.
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Creta streamlined agent onboarding using AI, improving efficiency and reducing costs.

Cresta helped Snap Finance lower average handle time (AHT) by 40%. The company increased its deflection rate from 7% to 30%. Snap Finance moved from random sampling to 100% QA automation on all calls.... Employee Net Promoter and engagement scores went up. Cresta's AI platform gave real-time insights and improved agent coaching. Snap Finance now manages compliance and quality more easily across global teams.
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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 Pro...moter 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 autom...ated 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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Cresta helped a Fortune 500 insurance and financial services company improve sales and customer service. The company used Cresta's Agent Assist, Director, and Cresta Insights to onboard seasonal reps... and coach teams in real time. Supervisors gained better visibility into agent performance. The company saw a 7% increase in revenue within nine months. Cresta's platform delivered fast results and improved team collaboration.
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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 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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Cresta Agent Assist, Cresta Coach, and Cresta Insights helped a Fortune 500 insurance company improve agent onboarding and training. The company faced challenges with slow ramp-up and limited coachin...g for new and seasonal agents. Cresta's real-time AI tools gave agents live alerts and supervisors actionable insights. In nine months, the company saw a 7% increase in revenue via direct mail and reduced ramp time for new hires. The company plans to expand Cresta's use, expecting over $5M in benefits.
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Cresta helped Brinks Home, a leading home security company, improve their contact center operations. Brinks Home used Cresta Quality Management, Cresta Insights, and Cresta Agent Assist to gain bette...r visibility and standardize coaching. They saved hundreds of thousands of dollars each year and cut quality management costs by 50%. The company also improved first-call resolution, reducing call transfers from 30% to 8%, a 73% improvement. Managers now save hours each week, focusing on strategic work instead of manual tasks.
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Cresta AI helped Aptive Environmental improve customer retention and agent performance in their contact center. Aptive used Cresta's Agent Assist and real-time conversational intelligence to guide ag...ents and standardize call handling. The solution increased Aptive's save rate on cancellation calls by 9% and generated $2.37 million in extra annual revenue. Agent adherence to empathy guidelines rose from 33% to 79% in four months. The platform also improved quality management and made customer service more consistent.
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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 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 Agent Assist, Cresta Coach, and Cresta Insights helped a major bank improve collections. The bank struggled with collectors not following the playbook and managers had little visibility. Crest...a gave real-time guidance and insights to both collectors and supervisors. Playbook adherence increased 4x in three weeks. This led to larger and more timely payments and saved managers time.
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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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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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Cresta Agent Assist and Cresta QM helped a leading cloud SaaS provider move their sales operations offshore. The company wanted to cut costs but worried about losing sales and customer experience. Cr...esta gave real-time coaching and agent tools to help new offshore agents follow best sales practices. In 3 months, the offshore team increased Revenue Per Chat by 35% and CST by 6.5%. Agents saved 14.07 hours of typing per month. Supervisors saw a 5x increase in adherence to sales processes.
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Boosted offshore contact center revenue using GenAI, enhancing customer experiences and reducing costs.

Customer agents benefited from real-time data, improving collections and reducing compliance risks.

Customer agents benefited from real-time data, improving collections and reducing compliance risks.

Customer satisfaction improved by 20% using Cresta's AI platform in contact centers, decreasing average handle time and enhancing agent performance.

Customer satisfaction improved by 20% using Cresta's AI platform in contact centers, decreasing average handle time and enhancing agent performance.

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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Top telecom increased revenue by $13 million using Cresta's AI platform.

Cresta helped Cox Communications improve sales and retention in their residential chat teams. Cox used Cresta Agent Assist, Cresta Coach, and Cresta Insights to guide agents, track performance, and a...nalyze conversations. With Cresta, Cox saw a 20-30% increase in revenue per chat for sales and a 10-20% rise for retention. Highly engaged agents achieved up to 15% higher revenue per chat. Sales managers reduced new hire ramp time by 2 weeks and increased agent-manager ratios. Cox leaders used Cresta Insights to better understand customer needs and shift business priorities.
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Top telecom increased revenue by $13 million using Cresta's AI platform.

Customer satisfaction improved by 20% using Cresta's GenAI platform, boosting revenue and reducing contact costs.

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 proces...ses, 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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Cox Communications boosts revenue and retention using Cresta's AI platform in contact centers.

Cox Communications boosts revenue and retention using Cresta's AI platform in contact centers.

Cresta Agent Assist and Cresta Coach helped America’s top telecommunications company close the sales gap between BPO partners. The company faced inconsistent sales performance and lacked visibility a...cross teams. Cresta’s tools gave real-time insights and guided agents with hints and coaching. After a pilot, agents saw a 4% increase in revenue per chat and a 10% reduction in average handle time. Agents who followed key behaviors achieved a 50% higher conversion rate. The company expanded Cresta to more teams to drive consistent sales results.
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Cresta helped CarMax improve customer engagement and efficiency in their contact centers. CarMax used Cresta's AI platform to handle sales, appraisals, and service questions. The solution reduced han...dle time and made training faster for new associates. Supervisors gained real-time visibility into performance and used \'Vital Chat Behaviors\' to guide development. CarMax saw strong ROI and positive feedback from associates, leading to better customer satisfaction.
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Cresta helped CarMax improve customer engagement and efficiency in their contact center. CarMax saw about a 10% improvement in response time, sales conversion, and session duration. The platform made... it easier for new associates to learn quickly and for supervisors to track performance. Associates gave positive feedback, saying they rely on Cresta daily. CarMax achieved strong ROI by reducing handle time and boosting efficiency.
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Cresta helped Brinks Home transform its contact center operations. The company faced challenges with inconsistent customer service and limited visibility across multiple platforms. By using Cresta's ...AI-powered solutions, Brinks Home improved agent training and standardized quality management. They achieved a 30-point increase in NPS and cut quality management costs by 50%. The solution also delivered annual cost savings of hundreds of thousands of dollars.
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Cresta helped Vivint improve their sales process for smart home security systems. Vivint needed better coaching and more visibility to reduce post-sale cancellations and increase conversions. Cresta ...gave Vivint full visibility into all sales calls, automated QA, and enabled agents to self-coach. Vivint used Cresta to track key sales behaviors and automate post-sale surveys. With Cresta Agent Assist, Vivint increased their closed won rate by 7% and saved $150 per truck roll.
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Cresta Coach and Cresta Agent Assist helped Holiday Inn Club Vacations improve sales team performance. Managers gained real-time visibility into agent conversations and could coach multiple agents da...ily. Agent satisfaction rose from 47% to 70%, and attrition dropped from 120% to 60%. Bookings per day increased by 42% and conversion rates rose by 30%, even as call volume fell by 50,000. Holiday Inn expanded Cresta to four more teams after nine months.
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