Ping Wu

Introducing Cresta’s Agent Operations Center: A Unified Command Center for Human and AI Agents

Cresta’s Agent Operations Center is the unified command hub for supervising human and AI agents in real time. Monitor live conversations, guide interactions instantly, and ensure automation delivers accurate, compliant, and on-brand experiences at scale.

Introducing Automation Discovery: Build the Blueprint for CX Automation

A data-driven blueprint for automation and workflow improvement—showing what to automate, how conversations work today, and where to improve CX.

Cresta Expands Global Reach with Real-Time Voice Translation and Multilingual AI Across the Platform

Cresta’s latest launch makes global CX effortless—with real-time voice translation, multilingual AI, and insights across every language.

Meet Signal: Cresta’s AI Agent Powering a New Kind of Website Experience

Meet Signal, Cresta’s new AI concierge for our website. Signal transforms the website experience into an intelligent, conversational journey—answering questions with cited sources, switching seamlessly between chat and voice, and even connecting visitors to demos or sales.

Beyond the Demo: How to Confidently Evaluate AI Agent Platforms

Evaluate AI agents with confidence. Cresta’s Enterprise Buyer’s Guide helps enterprises move beyond containment to scalable, measurable AI success.

Cresta Launches Automated AI Agent Testing: Confidence in Every Conversation

Confidence, automated. Cresta’s AI-powered testing suite makes every AI Agent release more reliable, efficient, and customer-ready.

The CSAT Mirage: You Might Have a Survey Problem

This Cresta IQ explores why traditional surveys miss the mark—and how Predictive CSAT helps organizations move beyond score-chasing to uncover the real drivers of customer experience.

Email Is In the Loop: Cresta Expands Agent Assist and Conversation Intelligence Across Every Major Channel

Building Voice AI That Actually Works: Balancing Realistic Voices vs. Production-Ready Performance

We evaluated today’s voice AI landscape on different vendors’ realism vs. their production readiness. What trade-offs do enterprise leaders face when choosing the right voice model for real-world deployment? How do they make an informed decision that’s best for their business and will actually scale?

More Coaching Sessions May Actually Be Hurting Your Team Performance

In this latest installment of our data-backed series, Cresta IQ, we explore why more coaching sessions may actually be harming your contact center performance.

Cresta Named a Leader and “…a Force To Be Reckoned With” in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025

We are thrilled to announce that Cresta 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” across 29 different criteria.

Why Transcription Performance Is Holding Back Your AI Strategy

In the latest installment of Cresta IQ, we explore how the accuracy and latency of transcription impacts downstream AI performance.

How Brinks Home is Redefining Automation with Cresta AI Agent

Discover how Cresta AI Agent is transforming contact centers with intelligent automation, and learn how Brinks Home leverages AI Agent to drive automation, improve customer satisfaction, and empower human agents.

Introducing AI Analyst: Business Insights Delivered in Minutes

Introducing AI Analyst, Cresta's newest tool to analyze all customer conversations - and then give you in-depth business insights - based on your natural language questions - in minutes, not months.

Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)

In this Cresta IQ, we're looking at millions of conversations to understand the state of enterprise knowledge bases in contact centers.

Cresta Raises $125M to Create the Unified Platform for Human and Virtual Agents

Learn about Cresta's $125M Series D round of funding and the opportunity it gives us to double down on the work we’re already doing and rapidly deliver more value to our customers.

Announcing Cresta Voice Virtual Agent: What Sets It Apart & What the Market Is Getting Wrong

Discover how Cresta Voice Virtual Agent is redefining customer experience. Learn how we combine generative AI with human-centric design to handle complex workflows, unlock new revenue, and elevate every interaction.

Why Customers Are Calling Your Contact Center Pissed Off - and How to Change It

In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.

Why Driving Down Average Handle Time is Costing You Money

We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.

Cresta leadership update: Welcoming Russell Banzon as new Chief Marketing Officer

Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.

Introducing our Spring ‘24 release: Unlocking unprecedented levels of performance and agent efficiency

Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.

Seven Predictions for Generative AI in the Contact Center

AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.

Cresta’s Real-Time Intelligence: 6 Ways our Generative AI is Different

What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?

6 Reasons I Joined Cresta After Google

I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.