Real-World Case Studies and Customer Success Stories with Cresta

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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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 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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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 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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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 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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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 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 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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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 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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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 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 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 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 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 helped a Fortune 500 bank improve collections yield. The bank struggled with collectors not following the playbook and managers... lacking call visibility. Cresta's Agent Assist and Coach tools guided collectors in real time and gave supervisors actionable insights. Playbook adherence increased 4x in three weeks. The bank saw higher and more timely payments, and managers saved time on call reviews.
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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 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 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 handle 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 Vivint's national inbound sales team increase their win rate by 7%. Vivint automated QA processes and gained visibility... into 100% of sales calls. Managers saved at least 5 hours per week, focusing more on coaching. Vivint reduced unnecessary truck rolls, saving $150 per roll. The install rate rose by 3%, adding 5,400 new subscribers.
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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 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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