Rethinking Success in the Contact Center: The 2025 Benchmarking Guide
AI is changing the game for understanding success in the contact center in 2025. Traditional metrics like handle time and deflection no longer tell the full story. In today’s AI-enabled contact centers, the real measure of success is impact: on the customer, on the business, and on your brand.
In this guide, you’ll discover how leading organizations are redefining performance with modern, predictive, and outcome-driven benchmarks. Whether you’re scaling AI agents or optimizing hybrid teams, this is your blueprint for measuring what matters.
Download the guide to learn:
- Which legacy KPIs still matter — and which to retire
- How to evaluate AI agent performance beyond deflection
- Why unified benchmarking across AI and humans is now essential
Get the insights top CX leaders are using to build AI-ready contact centers – download the ebook today.
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Introducing Cresta CLI
Cresta CLI is a command-line interface for the Cresta platform. Developers and the coding agents they work with can read an AI agent's full configuration, query real production conversations, traces, and feedback, script those results into the tools their team already uses, and run tests and deploys inside their own CI/CD pipeline.
Meet Cresta: The Unified Platform for Human + AI Agents
See how leading brands are transforming customer experience and driving greater efficiency with Cresta, the unified platform for human and AI agents.
How Sunbit scaled VIP-level service to millions of customers with Cresta AI
Sunbit's contact center was growing faster than their IVR could handle. By replacing their tree-based phone system with Cresta's AI voice agent and layering in real-time agent assist and 100% QA coverage, Sunbit contained 50% of interactions autonomously, cut routing time from 90 seconds to five, and drove average handle times down 10% — while customer satisfaction went up.