We are thrilled to announce that Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023. In this report, Forrester Research assesses 11 vendors across 32 evaluation criteria, including major categories on Current Offering, Strategy and Market Presence.
The Forrester Wave evaluation highlights Leaders, Strong Performers, Contenders, and Challengers. It’s an assessment of the top vendors in the market; it doesn’t represent the entire vendor landscape. The report positions the 11 vendors on the Forrester “Wave” based on their strength of current product offering and strategy.
In Cresta’s first ever participation in the report, Forrester’s evaluation gave Cresta the highest scores possible in the Current Offering category for:
- Coaching
- Agent augmentation
- Unified platform experience
- Delivery model
- Integrations
Cresta was also given among the highest scores in the Strategy category with maximum possible ratings for:
- Innovation
- Roadmap
In Forrester’s words, “Cresta’s strength in coaching is unparalleled. It offers market-leading capabilities for enabling supervisor-led coaching and ensuring high engagement for agent self-coaching.
It also earned the strongest score in agent augmentation: Cresta excels at real-time guidance, offers market- leading tooling for guidance management, and has a comprehensive approach to generative AI.”
Download a complimentary copy of the report today to learn more about why Forrester recognizes Cresta as a strong performer.
