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  • Case Study

How Cox and Cresta Partner to Increase Revenue and Transform the Digital Experience

With agents remote, Cox Communications needed a way to help their agents perform better and meet their growing KPIs and revenue targets, but with minimal supervision — and immediate results. This meant revamping the digital experience for both customers and agents. And they teamed up with Cresta to do just that.

Cresta crafted a model redesign to help agents align with an updated customer digital experience by integrating Cresta into their contact center chat strategy. As a result, Cox grew revenue per conversation by 30% and reduced ramp time by 2 weeks. Plus, all new hires reached 100%-200%+ revenue attainment goals which had never been done before Cresta came in.

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