Turn Quality Management into a true driver of exceptional agent performance
Cresta transforms QM with AI-driven evaluations that score compliance, behaviors, and outcomes at scale—giving quality teams the insight they need to drive agent performance and inform strategic decision-making.
Evaluate the moments that matter
Cresta checks compliance and detects situational behaviors, process adherence, and outcome achievement on every interaction. Bespoke behavior detection models and human-in-the-loop calibration workflows make the results more true-to-life, explainable, and defensible.
"What Cresta has given us isn't just the activity monitoring, but now we get to hear and see what's really being said on the calls."
Turn quality data into coaching action
Cresta connects QM to coaching in one system. Scorecard data becomes clear guidance on who to coach and what to coach on, grounded in teachable moments from conversations. Coach-the-coach views give leaders visibility into whether coaching is actually changing agent behavior.
"It's looking at all the behaviors that we specifically care about. It's identifying where the gaps are. It's telling the managers what they need to focus on, and it's providing them with a coaching plan that's automatic and something that the agents then can monitor themselves and track their performance."
Optimize scorecards around real outcomes
Cresta helps leaders continuously refine scorecards around the behaviors that actually move KPIs. By inferring outcomes like sales, resolution, conversion, and CSAT and correlating them to specific behaviors, Cresta shows what top performers do differently—so teams can prioritize the signals that drive results.
"We started to see separation in our pull-through rates, and those separations really lead to some beneficial P&L gains for the business. And if I can get quartile two and three to perform more like quartile one, the dollars are material for the business."
Reinforce quality in real time—across human and AI agents
Cresta uses the same shared conversation understanding that powers QM to trigger dynamic real-time agent guidance during live interactions. And, Cresta applies the same quality framework across human and AI agents, so teams can benchmark performance and improve every type of agent in one system.
"My supervisors were spending so many hours listening to calls, it just wasn't even getting a true sample set of how the agents were performing. So now, 100% of calls, we're grading."
Why do enterprise CX leaders trust Cresta for quality management?
Outcome insights for better scorecards
See which behaviors actually drive the business outcomes you care about, so you can focus QM on what matters most.
Behavioral scoring with custom-trained AI
Evaluate behaviors, not just keywords, with bespoke models calibrated to your business and rubrics.
Hybrid QM workflows for enterprise teams
Support complex scorecards, human review, calibration, appeals, and assignment workflows, while scaling AI where it adds the most value.
Turn every conversation into a competitive advantage
Fortune 500 businesses are using Cresta to transform QM from a resource-drain into a performance driver.
