Cresta

What is Cresta?

Cresta is a generative AI platform for customer experience that unifies human and AI agents in the contact center. It automates, augments and analyzes customer conversations across voice and digital channels.

Key capabilities of Cresta

• AI Agent: Autonomous voice and digital agents that resolve customer interactions.
• Agent Assist: Real-time coaching and knowledge suggestions during live calls.
• Conversation Intelligence: Analysis of conversations to find patterns and revenue opportunities.
• Knowledge Agent: Proactive answers from enterprise knowledge bases.
• Quality Management: Automated QA across interactions.

How Cresta works

Cresta connects to contact center platforms such as Genesys, NICE, Amazon Connect and Twilio. AI Agents handle interactions on their own, while Agent Assist coaches human agents live and Quality Management scores conversations automatically. Conversation Intelligence surfaces trends from the same data.

Who uses Cresta?

Enterprise contact centers in travel, finance, insurance and retail use Cresta. The vendor cites Snap Finance at 5.5x higher containment and Cox Communications at 20 percent more revenue.

Cresta pricing

The vendor does not publish prices. Cresta is sold to enterprises, so pricing is quote-based.

Cresta alternatives

Conversica automates sales conversations, Salesforce Agentforce builds agents on CRM data, and Floworks offers AI sales agents. Cresta is distinguished by combining AI agents and human agent coaching for contact centers.