TRANSFORM QUALITY MANAGEMENT FROM A RESOURCE-DRAIN INTO A PERFORMANCE DRIVER
Cresta Quality Management (QM) instantly auto-scores every conversation for compliance & performance with precision accuracy—unlocking targeted agent coaching that actually drives results, while dramatically cutting QM costs.
Cresta’s AI auto-scores 100% of conversations at a fraction of the cost with precision transcription accuracy. No more relying on inaccurate & expensive manual sampling.
Generative AI rule definition lets you evaluate behaviors being performed by agents across all of their interactions—giving you a true-to-life picture that random sampling and keyword-based detection can’t match.
Outcome AI pinpoints what’s really driving the results you care about, so you can check for it on every conversation. Then, Cresta uses QM scores to make AI-powered recommendations on who to coach—and what to coach them on.
Combine AI auto-scoring and AI-assisted human scoring for maximal quality at minimized cost. Evaluate human & virtual agents alongside one another for a consistent customer experience.
WHY DO ENTERPRISE CONTACT CENTERS TRUST CRESTA QUALITY MANAGEMENT?
Insights to discover what matters
Industry-unique tools show what’s really happening—so you know what criteria to focus on.
Generative AI Behavioral scoring
Bespoke, custom-trained models give the clearest picture of agent behavior–not just what they’re saying.
QM for human & virtual agents
The industry’s only unified platform to ensure seamless human and virtual agent experiences.
