Blog
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.
Generative AI’s role in the rapid advancement of CX
To clarify the value of generative AI in improving customer experience, Metrigy Research explored Generative AI’s Role in Rapid Advancement of CX in a recent whitepaper. We’ll highlight some of the report’s key insights to support your CX journey.
Build vs. Buy: Pros and cons of building your own generative AI solution
Is it better to build your own generative AI solution or to partner with an AI provider? Let's explore both sides of the debate to clarify the best path forward.
AI predictions for 2024 and what it means for your business
To help cut through the AI hype, call out common misconceptions, and offer predictions for AI in 2024, Cresta recently co-hosted a discussion with Opus Research, bringing together perspectives from leading industry experts on what lies ahead.
Reimagine coaching and QA with Cresta’s cutting-edge AI
There’s a particularly compelling opportunity to fundamentally reimagine coaching and QA functions using generative AI. Learn how Vivint, a leading provider of home security systems, has evolved in these areas thanks to Cresta.
Unlocking personalization at scale with the power of AI
For revenue-generating and service-to-sales contact centers, personalization is no longer a nice-to-have. We'll explore 4 ways to scale personalization in the contact center.
Security as a competitive advantage: Evolving with the threat environment
Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
How to gamify (not game) with Generative AI in the contact center
Value-add gamification is a compelling opportunity in the contact center. But how do you get a true reflection of your conversations without employees gaming the system?
How custom summarization saves hours of after-call work
One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.
Introducing our Fall ‘23 release: Leveraging generative AI to empower better outcomes
Our Fall 2023 Release leverages state-of-the-art generative AI to transform contact center operations with enhancements to Knowledge Assist, Outcome Insights, and Opera.
How to maximize the value of your telco’s ServCo (and why it’s so urgent)
In light of lackluster financial performance, telcos are increasingly unbundling their operations, and dealing with complicated dilemmas that emerge in the fallout. We’ll explore what those challenges look like, and outline how telco leaders can drive greater value from their ServCos.
How generative AI helps drive efficiency and effectiveness in care organizations
It’s impossible to overstate the value of positive customer experiences, but businesses are clearly struggling to crack the code on quality care. Fortunately, generative AI can demystify care and help contact centers deliver the experiences customers crave.
Creating the super coach: How AI elevates contact center managers
For most managers, traditional coaching is time consuming, monotonous, and not all that effective. Let's explore where coaching goes wrong, the enterprise-wide impact of lackluster coaching, and what you can do about it.
Cresta recognized as Leader in The Aragon Research Globe for Coaching
Coaching is a long-established best practice for managers hoping to drive agent performance, but traditional coaching is time consuming and labor intensive, making it difficult for supervisors to effectively coach even a small team of agents — let alone scale coaching to entire contact centers.
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