Introducing AI Analyst: Business Insights Delivered in Minutes – Read the post
Learn why a knowledge base is a cornerstone of any contact center, and how critical it is to arm your contact center agents with a KB set up for success in the age of AI.
Contact center automation is revolutionizing customer service by streamlining operations, improving agent performance, and delivering more personalized customer interactions. Read on to explore the transformative impact of automation in the contact center.
Scaling real-time data analysis is crucial for enterprises. Learn how Cresta adopted ClickHouse to provide high-performance insights for contact centers, overcoming key challenges to meet the needs of our expanding client base.
In this blog, we dig into seven strategic approaches that leverage both advanced technology and human-centered practices to boost contact center agent performance and create a truly customer-first experience.
Learn how optimizing workflows allows contact centers to harness the full potential of AI, enhancing the agent experience.
Contact centers handle complex customer interactions, but fragmented tools often create inefficiencies and compliance challenges. Cresta's new screen recording feature closes this gap in quality management, providing comprehensive visibility into agent interactions. From ensuring regulatory compliance to driving performance improvements, screen recording is transforming contact center operations.
Learn about the key benefits that come from call center quality monitoring software, including increased customer satisfaction, streamlined compliance, and cost savings.
Discover the top contact center and AI predictions for 2025, including hyper-personalization, real-time analytics, and advanced self-service. Learn how AI is transforming customer experience and agent workflows to meet rising expectations.
Achieving AI maturity requires more than advanced tools—it’s about creating a culture where teams embrace AI as a partner, not a threat. Learn how fostering collaboration, growth mindsets, and reskilling programs can drive AI success in your contact center.
For Aptive Environmental, a leading pest control service provider, the stakes were high. With tens of thousands of customer interactions happening every month, ensuring consistency and quality was not just a goal but a necessity. When they partnered with Cresta, they didn’t just improve operations—they set a new benchmark for customer retention and efficiency.
With an ever-growing push for high-quality customer interactions and insights, recording customer service calls in the contact center has become both a practical necessity and a significant ethical and regulatory consideration. Read this blog to learn key considerations for securing customer consent.
In this blog, dive into the evolving landscape of contact center performance management and explore why agent empowerment is an increasingly central theme.
Learn about how generative AI is impacting contact center performance coaching, streamlining efficiency and performance.
Contact centers need to deliver seamless, personalized, and efficient service. This is where workforce optimization (WFO) software shines, transforming the way contact centers operate and setting the stage for a future where every interaction is not just managed, but optimized.
Hear from Cresta's Head of Security & Compliance on how modern security teams are evolving, and how Cresta's approach is different.
Get three key tips to a successful AI transformation, straight from David Garza, VP of Sales & Sales Operations at Brinks Home after his own successful AI implementation and deployment.
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
In this blog post, we'll delve into the intricacies of workforce engagement management (WEM), explore its benefits, and understand how it can be leveraged within contact centers for a competitive advantage.
Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
Learn how Cresta's industry-leading transcription technology works, and why it's critical to the success of the contact center
Join us in a recap of our exhilarating week at CCW 2024 - hear about the customer sessions at our booth, many demos, and more!
Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role
Cresta will be at CCW 2024 this year at Booth 609! Come hear from Mutual of Omaha and United Airlines on genAI for the contact center.
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Learn why Forrester has named Cresta a leader and innovation juggernaut in the Forrester Wave: Real Time Revenue Execution, Q2 2024
Learn about how Cresta is leveraging fine tuned LLMs to power knowledge assist, summarization, and chat suggestions in this latest post on our foundation model, Ocean.
Learn best practices for assessing and implementing generative AI in financial services.
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
Learn why Cresta is recognized by Business Intelligence Group for delivering innovative knowledge management solutions to its customers
Read on to learn why Cresta has been recognized as a 'Rising Star Organization' by the 2024 CX Awards, which recognizes CX tech innovation.
Take a close look at Cresta’s front-end (FE) architecture: how the main FE repository is structured, our build and deployment processes, and our approach to code generation.
Today, we share an update to Ocean-1: A small 7B Ocean model beats GPT-4 in retrieval-augmented generation (RAG) while being 100x more cost-effective.
One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.
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.
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.
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.
This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
