Nicky Budd-Thanos
Senior Content Marketing Manager
Cresta Crew: Henry Zhang, Product Manager, AI Agent
Meet Henry Zhang, Product Manager from our AI Agent team - learn what he works on, why he chose Cresta, and more.
Building AI Agents Customers Actually Love
Most AI deployments fail—not because of technology, but because they forget the human. In this webinar recap feat. Google’s former Chief Decision Scientist, you’ll learn how enterprises can design AI that delights customers, earns trust, and drives lasting loyalty.
From Automation to Abundance: Cresta’s Vision for the Future of CX
RAISE Paris 2025 was abuzz with ideas on the future of AI, and both our CEO Ping Wu and CMO Russell Banzon were in the mix to share their perspectives on stage.
Cresta Crew: Stacy Osorio, Director of Customer Success
Meet Stacy Osorio, Director of Customer Success at Cresta, and passionate about helping our customers with their AI journey
Leadership Spotlight: Meet Andrew Cannington, Cresta’s New GM in APAC
Meet Andrew Carrington, Cresta's new GM of APAC, as he gives insight into his plans to expand our global footprint and help more businesses unlock the full potential of AI-powered customer experience.
IQ Credit Union: Now is the Time for Generative AI in Credit Union Contact Centers
Learn about IQCU's journey to evaluating, selecting, and implementing generative AI in their credit union contact center.
Cresta Crew: Yige Li, Director of Solution Consulting for US East
Meet Yige Li, our newest Crestan and new Director of Solution Consulting, who joins the team from Observe.ai. Hear why he's joined Cresta, what the market is getting wrong, and what he thinks about humans + AI.
Turning Your Knowledge Base Into Power: How to Equip Contact Center Agents for Success
Learn why a knowledge base is a cornerstone of any contact center, and how critical it is to arm your contact center agents with a KB set up for success in the age of AI.
Leveraging Technology for AI Maturity: Choosing the Right Tools and Platforms
In today’s fast-evolving customer service landscape, staying ahead means more than just keeping up with trends—it requires a strategic focus on the tools and platforms that will future-proof your contact center. As enterprises navigate the complexities of AI adoption, understanding their stage of AI maturity becomes essential.
Optimizing Workflows for AI Maturity: Enhance Agent Experience and Drive Better Results
Learn how optimizing workflows allows contact centers to harness the full potential of AI, enhancing the agent experience.
Happier Holidays: How Retail Contact Centers Can Tackle Seasonal Demands with AI
Retail contact centers are under immense pressure during the holiday season, as shoppers expect seamless and efficient support. AI-driven solutions can help tackle this demand surge by automating routine inquiries, enhancing personalization, and ensuring a smooth omnichannel experience. Learn how AI enables retail contact centers to deliver exceptional service, foster customer loyalty, and streamline operations during the busiest time of year.
Unlocking Customer Retention: How Aptive Uses Cresta to Save Customers and Drive Revenue
For Aptive Environmental, a leading pest control service provider, the stakes were high. With tens of thousands of customer interactions happening every month, ensuring consistency and quality was not just a goal but a necessity. When they partnered with Cresta, they didn’t just improve operations—they set a new benchmark for customer retention and efficiency.
Cresta Crew: Sai Vivek, Field Chief Technology Officer
Meet Cresta's new Field CTO, Sai Vivek, and learn what drew him to join Cresta from his experience at Google and Verizon.
Cresta Crew: Rachel Bloch, Conversational AI Designer
In this installment of Cresta Crew, we shine a spotlight on Rachel Bloch, Conversational AI Designer at Cresta, and learn what that means, what a day in the life looks like for her, and what trends she foresees for AI in the contact center.
How to leverage quality management to modernize the contact center
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
The importance of PII redaction software for contact centers
Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision
How Snap Finance transformed quality assurance with Cresta’s AI
Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.
What is customer experience analytics?
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
How United Airlines elevates productivity and CX with Cresta’s Agent Assist
United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!
Contact center call recording software: What you need to know
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
What is conversational intelligence? A comprehensive quick-start guide
What is conversational intelligence and why does it matter to the contact center? Learn why and how conversational intelligence is transforming the modern contact center in our comprehensive guide.
Contact center agent performance management: 6 tips to maximize results
Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.
The three primary drivers of customer experience - and ROI
Read our webinar recap to learn about the three primary drivers of customer experience and how that drives ROI, with insights from Forrester Senior Analyst Christina McAllister.
How to turn great customer service into sales opportunities with generative AI
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Cresta Crew: Rich Wang, Vice President of Professional Services
Meet Rich Wang, Director of Professional Services at Cresta. Learn what a day in the life looks like for him, how he approaches customer success, and why he chose Cresta.
Cresta named to the Forbes AI 50 List of Top Artificial Intelligence Companies of 2024
Learn why Cresta has been recognized for the 3rd time on the Forbes AI 50 list of top artificial intelligence companies
Best practices for mastering generative AI in financial services
Learn best practices for assessing and implementing generative AI in financial services.
What is automated quality management? - And why is it integral to transforming contact center operations?
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
3 key considerations for successfully deploying AI for customer care
Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way
How Brinks saves time, cuts costs, and drives improvement with Cresta
Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.
How Vivint transformed contact center performance management and QA with Cresta
Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.
Responsible AI: Cresta’s approach
Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.
Cresta Launches Hardphone Integration, Bringing Cloud Functionality and Generative AI to On-Premises Contact Centers
This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
Generative AI Transforms Travel and Hospitality Contact Centers
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
Bridging the Performance Gap: Identifying Behaviors for Powerful Sales Outcomes
In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.
Cresta Gives Back: Volunteer Day for Our CS Team
Learn how Cresta's CS team gave back with a volunteer day in honor and memory of our coworker, Alfredo Dominguez.
John Donovan on the Potential of Large Language Models in the Enterprise
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Does One Large Language Model Fit All?
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
Sales Performance Gap 2.0: Deliver the Outcomes your Contact Center Needs
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
How Five9 and Cresta Work Together For Exceptional Customer Experiences
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
New report: The Inner Circle Guide to Next-Generation Customer Contact
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
Recap: Cresta at CCW 2023
Cresta participated in CCW 2023, learning and educating attendees on how our generative AI-powered products transform the contact center.
Four Key Ways to Ensure Your Generative AI Plan is Ready
AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.
Reimagining Post-Call Through the Power of AI
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
Two Types of Contact Center Agents Most Impacted by Real-Time Coaching
Real-time coaching can fundamentally change the contact center. But it will especially impact two types of contact center agents. Read on to learn more!
Learn More: Cresta’s Post-Call Solution
Learn more about Cresta's Post-Call solution, which increases agent effectiveness through outcome-oriented coaching and business insights.
3 Ways AI Will Transform Operations Across the Enterprise
Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.
How Will the Adoption of Generative AI Impact the Contact Center?
Cresta co-founders and CMO explore the real ways that generative AI will impact the contact center and all of the many ways contact centers stand to benefit from AI adoption in this webinar replay.
4 Ways Porsche is Driving Best-in-Class Customer Experience
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
Stop the Revolving Door: How to Reduce Attrition in the Contact Center
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
Why Personalization is Central to the Smart Contact Center
We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.
4 Sales Behaviors Proven to Increase Revenue and Drive Conversions
Through analyzing more than 340,000 inbound sales conversations across a variety of industries, we were able to uncover the key behaviors that top sales performers are doing, that most predict a value add for both customers and businesses.
Case Study: Fortune 500 Company Drove 7% Increase in Revenue
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
How to Build Differentiated CX in Financial Services
How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.
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