In many contact centers, email is a quiet workhorse: slower-paced, often overlooked, but still essential – especially for care teams handling longer-tail, more complex customer interactions.
Today, Cresta is bringing the power of in-the-moment guidance and real-time insight to email. With the launch of Cresta Agent Assist and Cresta Conversation Intelligence for email, support leaders can now extend the same intelligence and quality management (QM) they rely on in voice and chat to the third core care channel.
Why Now?
Customer experience isn’t built in one singular moment. It unfolds over time, across different agents, devices, and channels. A customer might call with a billing question, follow up over chat, and finalize their request over email. But too often, email has been left behind, leaving to significant challenges:
- Siloed insight between email and other channels
- Too much time spent rewriting or pulling from sprawling knowledge bases
- Inconsistent tone, missing policies, and compliance gaps
This creates a profound problem for leaders overseeing customer experience across channels, especially industries where email is central to care, like Retail/eCommerce, Tech/SaaS, Financial Services, Airlines, and Travel & Hospitality.
With today’s announcement, email isn’t a lagging blind spot anymore. It’s a fully integrated channel: measurable, improvable, and powered by AI.
Here’s what you can expect with email now fully supported by Cresta Agent Assist and Cresta Conversation Intelligence:
Do More with Less – Without Sacrificing Quality
Resolving customers’ issues over email can be a painfully slow process. Agents have to sift through documentation, check knowledge bases, and rework canned templates, all while trying to strike a consistent tone.
Cresta auto-generates full-length email replies, grounded in the full context of the conversation and the business’ knowledge base and resources. Agents have instant end-to-end assistance with context-aware, policy-aligned copy that helps them work faster and smarter.
Agents don’t need to piece together snippets or toggle tabs. With intelligent drafts at their fingertips, they can respond faster while staying on-brand, compliant, and accurate.
Quality and Consistency at Scale
For care leaders managing email teams, coaching has long been a black box where inconsistency can thrive. Agents may go off-policy, misquote policies, or miss a compliance detail, creating a nightmare for quality management (QM) teams. Without conversation intelligence, there’s no easy way to know how well – or how poorly – agents are doing.
With Cresta, every email is automatically scored for quality and analyzed for coaching opportunities. Managers get prescriptive recommendations on who to coach and what to focus on, creating a direct path to improving CSAT, compliance, and first-contact resolution.
Whether you’ve got voice-first agents also handling email, or agents specializing in email juggling tone and policy, Cresta makes sure everyone stays on-brand and on-track.
Turn Emails Into Insight
Why are customers reaching out over email? What’s driving volume, complaints, or escalations into the company inbox? For most teams, those answers have remained largely elusive.
With Cresta AI Analyst, you can ask natural language questions across your entire email archive and get fast, evidence-backed answers. If you want to understand what policies are causing issues for your customers, or which topics are most likely to lead to repeat contacts, you have access to it at your fingertips.
It’s Voice of the Customer (VoC), finally extended to your email channel.
Consistency Across Channels, Confidence for Every Agent
Not every voice or chat agent thrives in email, and not every email agent has the tools they need to meet response SLAs, follow brand tone, and stay compliant.
Cresta provides unified intelligence and guidance, so that no matter the channel, your agents are empowered to do their best work.
To see how today’s announcement is already working for our customers, and how it can work for you, schedule a demo today.
