The company received the highest score possible in 16 criteria, including Insights-to-Action, Real-Time Guidance, and Outcome Analysis
Cresta, the leading contact center artificial intelligence (AI) platform for human and AI agents, has been named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025.
The report evaluated “the 10 providers that matter most and how they stack up” and gave Cresta the highest score in the Current Offering category, stating:
“Cresta’s relentless innovation establishes it as a force to be reckoned with in the conversation intelligence market. It is consistently first to market with innovative genAI features, which see strong adoption among its enterprise clients.”
Cresta received the highest possible scores in 16 criteria:
- Insights Discovery
- Real-Time Guidance
- Outcome Analysis
- GenAI Safety and Controls
- Insights-to-Action
- Speech Recognition
- Coaching Efficiency and Effectiveness
- GenAI Summarization
- Revenue Generation
- Redaction and Masking
- Signal Extraction
- Trigger Management
- Telephony Integration
- Roadmap
- Innovation
- Adoption
The report goes on to note that “Cresta’s market leadership stems from its command of cutting-edge AI techniques, enabling it to realize the art of the possible faster than its peers.” But the reason why organizations like United Airlines, Carmax, and Cox Communications trust Cresta goes beyond the technology. According to Forrester, “Reference customers commend Cresta’s dedication to tailoring its solutions to meet their goals as well as its strong partnership and persistence.”
“For us, this recognition from Forrester further validates our vision of turning every customer conversation into a competitive advantage by unlocking the full strategic potential of the contact center,” said Ping Wu, CEO of Cresta. “Contact centers are the epicenter of customer insights, offering a powerful source of customer intelligence that businesses can leverage broadly across marketing, product development, and strategic planning. We believe our scores in criteria like Insights-to-Action and Outcome Analysis demonstrate that Cresta’s platform goes beyond efficiency, empowering enterprises to drive meaningful business outcomes and exceptional ROI from every customer interaction.”
To access a complimentary copy of the report and learn more about why Forrester recognizes Cresta as a Leader in conversation intelligence, please visit Cresta’s website.
To learn more about Cresta’s end-to-end AI platform for contact centers, visit www.cresta.com.
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