Exciting news today: Cresta’s AI Agent is introducing new capabilities with a fully omnichannel experience, ensuring effortless, personalized interactions across channels. AI Agent’s omnichannel capabilities are now across voice and digital, enabling enterprises to deliver unmatched continuity and customer experience.
Elevating Customer Experiences
Today’s customers expect conversations to flow naturally, whether they’re on a voice call, chatting, or switching between the two. Yet many enterprises still struggle with disconnected experiences that force customers to repeat themselves, creating frustration and inefficiencies.
Even in contact centers that deploy universal agents– who are trained to handle multiple channels and conversation types–delivering a truly connected customer journey remains an elusive challenge when customers switch channels, get transferred, or have to follow up later. Critical context is lost, and personalization is too often limited to shallow gimmicks, rather than truly rooted in customer data.
While AI has promised to solve these problems, a recent Forrester report highlights that CX quality has continued to decline, driven in part by brands’ inability to deliver consistent customer experiences across channels, particularly when underwhelming chatbots are involved.
Cresta’s omnichannel AI Agent offers a customer-first, purpose-built solution, allowing contact centers to finally reimagine how they scale omnichannel capabilities effortlessly, a critical step most organizations haven’t been able to achieve relying solely on human agents.
Cresta AI Agent’s latest capabilities address these challenges directly:
- Preserve context across channels: AI Agent can effortlessly transfer conversations between channels (e.g., chat to voice) or agents (e.g., AI to human) while maintaining context so customers don’t ever need to repeat themselves.
- Guide customers to the most effective channel: AI Agent can steer customers toward the channel most likely to deliver faster, easier resolutions based on what they’re trying to do.
- Adapt behavior by channel: AI Agent intelligently adjusts its tone, delivery, and guidance style based on whether the conversation is taking place over voice or chat.
- Provide cross-channel support: AI Agent can combine channels simultaneously within the same interaction to help customers resolve issues faster and more effectively, such as explaining resolution steps to a customer over the phone while also sharing helpful resources – like a detailed image of the device – via chat.
- Deliver personalized experiences: By pulling in customer-specific interaction data, AI Agent delivers highly personalized experiences and can retain historical context across sessions.
A Single Platform, Unlimited Possibilities
Unlike fragmented solutions that hinder smooth cross-channel customer journeys, Cresta’s unified platform supports the design, deployment, and continuous improvement of voice and digital AI Agents in one place. Shared logic and context eliminate redundant build effort, accelerate deployment, and ensure consistent experiences across channels.
The same platform also empowers both AI and human agents, ensuring smooth transitions, centralized oversight, and enterprise-ready controls. With industry-leading conversation intelligence, enterprises gain unparalleled visibility into every interaction, which helps to inform exactly what to automate and how. By understanding which behaviors are driving successful outcomes, businesses are able to create a blueprint for more effective AI Agents.
Redefining What’s Possible
Our AI isn’t just advanced. It’s dependable. Cresta combines human-like conversational abilities with enterprise-grade security, ensuring compliance and brand alignment across every interaction. With unprecedented insight into each of these conversations, enterprises are able to open up new opportunities for intelligent automation, optimizing operations, and elevating customer satisfaction.
“Working with Cresta has been a turning point for our customer service and sales strategy,” said Adam Christensen, Vice President of Resource Management at SNAP Finance. “We’ve seen a 5.5x improvement in containment, which has meaningfully reduced operational costs while improving our customer experience. What’s impressed us most is how quickly we were able to realize impact. Cresta helped us move fast, scale confidently, and drive measurable results that our team and customers can feel.”
With Cresta’s omnichannel AI Agent, companies no longer need to choose between cutting costs and delivering exceptional customer experiences. Instead, they gain a strategic advantage: automated conversations that feel genuinely human, consistent, and effective – regardless of the channel.
See Cresta’s Omnichannel AI Agent in Action
Discover more about Cresta’s omnichannel AI Agent and see how it works at booth 538 at CCW Vegas, June 9-12, 2025!
Can’t attend CCW in person? Register now for our live demo webinar on June 26.
