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Introducing the Next Generation of Cresta Insights: A Complete System for Enterprises to Understand Their CX
Discover how the latest advances in Cresta Insights bring together more authoritative Topic Discovery, real-time trend detection, and a more agentic AI Analyst to help enterprises move from customer signals to action faster.
Seasonality Isn’t the Problem. Workforce Rigidity Is.
Seasonal demand may be predictable, but contact center operations often struggle to keep up. This Cresta IQ analysis explores how demand volatility, workforce rigidity, and AI-powered elasticity shape the future of seasonal support.
Cresta Continues International Expansion with Spain Launch
Learn about Cresta's latest global expansion into Spanish markets
Cresta Launches Training Simulator, Bringing AI Agent Technology to Human Agent Training
Cresta Training Simulator uses AI-powered simulations based on real customer conversations to help agents build skills faster, improve readiness, and turn coaching into measurable performance gains.
Introducing AI Agent Testing 2.0: Confidence at Launch, Confidence at Scale
Most AI agent testing programs peak on launch day. Requirements drift, evaluators lose signal, and coverage gaps widen as the agent evolves. Cresta AI Agent Testing 2.0 introduces a new architecture: AI-drafted requirements, calibrated LLM evaluators, and test coverage that builds itself from real production signal.
Introducing Synthetic Customers: A Living Model of Your Customer Base, Derived From Real Conversations
Introducing Synthetic Customers: a new way to test AI agents, train human agents, pressure-test decisions, and understand your customer base — all from personas derived directly from your real conversation data.
Introducing Knowledge Agent: Real-Time Answers, Right Where Agents Work
Learn about Knowledge Agent, an innovation that eliminates the need for human agents to search during live conversations by delivering real-time answers directly inside the browser where agents already work.
Cresta Named One of America’s Best Startup Employers for the Third Year in a Row
For the third year running, Cresta has earned a spot on Forbes’ list of America’s Best Startup Employers — rising to #58 nationwide.
Introducing Cresta’s Agent Operations Center: A Unified Command Center for Human and AI Agents
Cresta’s Agent Operations Center is the unified command hub for supervising human and AI agents in real time. Monitor live conversations, guide interactions instantly, and ensure automation delivers accurate, compliant, and on-brand experiences at scale.
Cresta Expands Global Reach with Real-Time Voice Translation and Multilingual AI Across the Platform
Cresta’s latest launch makes global CX effortless—with real-time voice translation, multilingual AI, and insights across every language.
Meet Signal: Cresta’s AI Agent Powering a New Kind of Website Experience
Meet Signal, Cresta’s new AI concierge for our website. Signal transforms the website experience into an intelligent, conversational journey—answering questions with cited sources, switching seamlessly between chat and voice, and even connecting visitors to demos or sales.
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Beyond the Demo: How to Confidently Evaluate AI Agent Platforms
Evaluate AI agents with confidence. Cresta’s Enterprise Buyer’s Guide helps enterprises move beyond containment to scalable, measurable AI success.
Cresta Launches Automated AI Agent Testing: Confidence in Every Conversation
Confidence, automated. Cresta’s AI-powered testing suite makes every AI Agent release more reliable, efficient, and customer-ready.
The CSAT Mirage: You Might Have a Survey Problem
This Cresta IQ explores why traditional surveys miss the mark—and how Predictive CSAT helps organizations move beyond score-chasing to uncover the real drivers of customer experience.
Email Is In the Loop: Cresta Expands Agent Assist and Conversation Intelligence Across Every Major Channel
Building Voice AI That Actually Works: Balancing Realistic Voices vs. Production-Ready Performance
We evaluated today’s voice AI landscape on different vendors’ realism vs. their production readiness. What trade-offs do enterprise leaders face when choosing the right voice model for real-world deployment? How do they make an informed decision that’s best for their business and will actually scale?
More Coaching Sessions May Actually Be Hurting Your Team Performance
In this latest installment of our data-backed series, Cresta IQ, we explore why more coaching sessions may actually be harming your contact center performance.
Cresta Named a Leader and “…a Force To Be Reckoned With” in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025
We are thrilled to announce that Cresta has been named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025. The report evaluated “the 10 providers that matter most and how they stack up” across 29 different criteria.
Why Transcription Performance Is Holding Back Your AI Strategy
In the latest installment of Cresta IQ, we explore how the accuracy and latency of transcription impacts downstream AI performance.
How Brinks Home is Redefining Automation with Cresta AI Agent
Discover how Cresta AI Agent is transforming contact centers with intelligent automation, and learn how Brinks Home leverages AI Agent to drive automation, improve customer satisfaction, and empower human agents.
Introducing AI Analyst: Business Insights Delivered in Minutes
Introducing AI Analyst, Cresta's newest tool to analyze all customer conversations - and then give you in-depth business insights - based on your natural language questions - in minutes, not months.
Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)
In this Cresta IQ, we're looking at millions of conversations to understand the state of enterprise knowledge bases in contact centers.
Cresta Raises $125M to Create the Unified Platform for Human and Virtual Agents
Learn about Cresta's $125M Series D round of funding and the opportunity it gives us to double down on the work we’re already doing and rapidly deliver more value to our customers.
Announcing Cresta Voice Virtual Agent: What Sets It Apart & What the Market Is Getting Wrong
Discover how Cresta Voice Virtual Agent is redefining customer experience. Learn how we combine generative AI with human-centric design to handle complex workflows, unlock new revenue, and elevate every interaction.
Why Customers Are Calling Your Contact Center Pissed Off - and How to Change It
In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.
Why Driving Down Average Handle Time is Costing You Money
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
Cresta leadership update: Welcoming Russell Banzon as new Chief Marketing Officer
Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.
Introducing our Spring ‘24 release: Unlocking unprecedented levels of performance and agent efficiency
Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.
Seven Predictions for Generative AI in the Contact Center
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
Introducing the Next Generation of Cresta Insights: A Complete System for Enterprises to Understand Their CX
Discover how the latest advances in Cresta Insights bring together more authoritative Topic Discovery, real-time trend detection, and a more agentic AI Analyst to help enterprises move from customer signals to action faster.
Seasonality Isn’t the Problem. Workforce Rigidity Is.
Seasonal demand may be predictable, but contact center operations often struggle to keep up. This Cresta IQ analysis explores how demand volatility, workforce rigidity, and AI-powered elasticity shape the future of seasonal support.
Cresta Continues International Expansion with Spain Launch
Learn about Cresta's latest global expansion into Spanish markets
Cresta Launches Training Simulator, Bringing AI Agent Technology to Human Agent Training
Cresta Training Simulator uses AI-powered simulations based on real customer conversations to help agents build skills faster, improve readiness, and turn coaching into measurable performance gains.
Introducing AI Agent Testing 2.0: Confidence at Launch, Confidence at Scale
Most AI agent testing programs peak on launch day. Requirements drift, evaluators lose signal, and coverage gaps widen as the agent evolves. Cresta AI Agent Testing 2.0 introduces a new architecture: AI-drafted requirements, calibrated LLM evaluators, and test coverage that builds itself from real production signal.
Introducing Synthetic Customers: A Living Model of Your Customer Base, Derived From Real Conversations
Introducing Synthetic Customers: a new way to test AI agents, train human agents, pressure-test decisions, and understand your customer base — all from personas derived directly from your real conversation data.
Introducing Knowledge Agent: Real-Time Answers, Right Where Agents Work
Learn about Knowledge Agent, an innovation that eliminates the need for human agents to search during live conversations by delivering real-time answers directly inside the browser where agents already work.
Cresta Named One of America’s Best Startup Employers for the Third Year in a Row
For the third year running, Cresta has earned a spot on Forbes’ list of America’s Best Startup Employers — rising to #58 nationwide.
Introducing Cresta’s Agent Operations Center: A Unified Command Center for Human and AI Agents
Cresta’s Agent Operations Center is the unified command hub for supervising human and AI agents in real time. Monitor live conversations, guide interactions instantly, and ensure automation delivers accurate, compliant, and on-brand experiences at scale.
Cresta Expands Global Reach with Real-Time Voice Translation and Multilingual AI Across the Platform
Cresta’s latest launch makes global CX effortless—with real-time voice translation, multilingual AI, and insights across every language.
Meet Signal: Cresta’s AI Agent Powering a New Kind of Website Experience
Meet Signal, Cresta’s new AI concierge for our website. Signal transforms the website experience into an intelligent, conversational journey—answering questions with cited sources, switching seamlessly between chat and voice, and even connecting visitors to demos or sales.
Beyond the Demo: How to Confidently Evaluate AI Agent Platforms
Evaluate AI agents with confidence. Cresta’s Enterprise Buyer’s Guide helps enterprises move beyond containment to scalable, measurable AI success.
Cresta Launches Automated AI Agent Testing: Confidence in Every Conversation
Confidence, automated. Cresta’s AI-powered testing suite makes every AI Agent release more reliable, efficient, and customer-ready.
The CSAT Mirage: You Might Have a Survey Problem
This Cresta IQ explores why traditional surveys miss the mark—and how Predictive CSAT helps organizations move beyond score-chasing to uncover the real drivers of customer experience.
Email Is In the Loop: Cresta Expands Agent Assist and Conversation Intelligence Across Every Major Channel
Building Voice AI That Actually Works: Balancing Realistic Voices vs. Production-Ready Performance
We evaluated today’s voice AI landscape on different vendors’ realism vs. their production readiness. What trade-offs do enterprise leaders face when choosing the right voice model for real-world deployment? How do they make an informed decision that’s best for their business and will actually scale?
More Coaching Sessions May Actually Be Hurting Your Team Performance
In this latest installment of our data-backed series, Cresta IQ, we explore why more coaching sessions may actually be harming your contact center performance.
Cresta Named a Leader and “…a Force To Be Reckoned With” in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025
We are thrilled to announce that Cresta has been named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025. The report evaluated “the 10 providers that matter most and how they stack up” across 29 different criteria.
Why Transcription Performance Is Holding Back Your AI Strategy
In the latest installment of Cresta IQ, we explore how the accuracy and latency of transcription impacts downstream AI performance.
How Brinks Home is Redefining Automation with Cresta AI Agent
Discover how Cresta AI Agent is transforming contact centers with intelligent automation, and learn how Brinks Home leverages AI Agent to drive automation, improve customer satisfaction, and empower human agents.
Introducing AI Analyst: Business Insights Delivered in Minutes
Introducing AI Analyst, Cresta's newest tool to analyze all customer conversations - and then give you in-depth business insights - based on your natural language questions - in minutes, not months.
Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)
In this Cresta IQ, we're looking at millions of conversations to understand the state of enterprise knowledge bases in contact centers.
Cresta Raises $125M to Create the Unified Platform for Human and Virtual Agents
Learn about Cresta's $125M Series D round of funding and the opportunity it gives us to double down on the work we’re already doing and rapidly deliver more value to our customers.
Announcing Cresta Voice Virtual Agent: What Sets It Apart & What the Market Is Getting Wrong
Discover how Cresta Voice Virtual Agent is redefining customer experience. Learn how we combine generative AI with human-centric design to handle complex workflows, unlock new revenue, and elevate every interaction.
Why Customers Are Calling Your Contact Center Pissed Off - and How to Change It
In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.
Why Driving Down Average Handle Time is Costing You Money
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
Cresta leadership update: Welcoming Russell Banzon as new Chief Marketing Officer
Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.
Introducing our Spring ‘24 release: Unlocking unprecedented levels of performance and agent efficiency
Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.
Seven Predictions for Generative AI in the Contact Center
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.