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.
According to Forrester, “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.”
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Comprehensive Capabilities That Power Exceptional Experiences
Conversation intelligence solutions empower contact centers to elevate customer interactions and optimize agent performance. These solutions extract insights about customers and agent behavior from every conversation, pinpoint the true drivers of critical business outcomes, and reinforce them through AI-driven quality management, personalized coaching, real-time guidance, and workflow automation. Beyond improving individual interactions and agent performance, these conversational insights have become a key driver of strategic business decisions, creating deeper alignment between customer experiences and organizational goals.
In each of these areas, Cresta received the highest possible scores. The report further states, “Enterprises succeeding with real-time guidance are likely leveraging Cresta; few vendors come close to a competitive feature set here.”
Forrester’s evaluation gave Cresta the highest scores possible in these 16 criteria:
A True Transformation Partner for Our Customers
We believe our placement in the Forrester Wave underscores our commitment not only to technological innovation but also to our role as a strategic partner deeply aligned with our customers’ goals. According to the report,
At Cresta, this collaborative approach is fundamental; our solutions are purposefully designed to align seamlessly with customer strategies, ensuring organizations maximize the full strategic value of their contact centers. Mutual of Omaha recently highlighted Cresta’s strategic partnership as instrumental in driving transformative business outcomes and enhancing customer experience at scale.
“We’re honored by our placement as a Leader in the Forrester Wave, which, in our opinion, reinforces our dedication to pushing the boundaries of conversation intelligence. Even more importantly, for us, this recognition reflects the trust our customers place in us as strategic partners,” said Russell Banzon, Cresta CMO. “At Cresta, our success is measured by the transformative outcomes our customers achieve. We deeply value the collaborative relationships we’ve built, continually working in lock step with our partners to unlock new levels of customer insight, business impact, and growth.”
Looking Ahead
Per Forrester:
The whole team at Cresta is beyond proud of this recognition from Forrester and we remain committed to pushing boundaries in conversation intelligence to enhance customer experiences and business outcomes.
We’re excited to keep building on a strong foundation and the best is yet to come. It’s always day one at Cresta!
Access a complimentary copy of the report today to learn more about why Forrester named Cresta a Leader and why Cresta “best fits enterprises serious about leveraging genAI’s full potential in their contact center.”
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
