Discover and act on the true drivers of exceptional customer experience

Understand the voice of the customer and the behaviors that shape results across every interaction, whether led by a human or AI Agent. Cresta Conversation Intelligence bridges analysis and execution with natural language insights, AI-driven quality management, and outcome-driven coaching.

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Turn conversations into better business decisions

Discover and track what drives outcomes

Analyze 100% of conversations across human and AI Agents to surface what customers are saying and measure it over time—so teams can prioritize the right actions to improve CSAT, AHT, revenue, and resolution.

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Go from “what happened” to “why”

Uncover pivotal insights from conversations—in minutes, not months—by asking natural language questions that dispatch agent swarms to analyze your conversations in-depth.

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Build the blueprint for CX automation

Pinpoint which conversations are ready for automation by analyzing complexity, volume, and resolution rates—so you can prioritize, prove value, and start fast.

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Coach every agent with AI recommendations

See what behaviors actually make a difference

Detect situational behaviors and critical moments—what happened, when, and how often—and see how they correlate to outcomes so coaching and process changes stay targeted.

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Know who to coach and what to coach on

See prioritized coaching opportunities for each agent, backed by teachable moments from conversations and behavior adherence data from quality scorecards, and aligned to your business goals.

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See whether coaching is working

Track coaching session volume—and its impact on agent behavior in conversations—to identify supervisors who are excelling, and those who need extra support.

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Drive exceptional agent performance & quality

Evaluate the moments that matter

Check compliance and detect situational behaviors, process adherence, and outcomes on every interaction. Bespoke behavior detection models and human-in-the-loop calibration workflows help ensure accuracy.

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Turn quality data into coaching action

Connect QM to coaching in one system, using scorecard data to guide supervisors on who to coach and what to coach on, grounded in teachable moments from conversations.

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Optimize scorecards around real outcomes

See which behaviors actually influence sales, resolution, CSAT, and other outcomes, then prioritize those behaviors in your scorecards and use QM data to guide coaching and AI Agent design.

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Train agents on AI simulations of real calls

Practice on calls that feel like the real thing

Simulated customers respond dynamically, show emotion, and push back the way real customers do — powered by the same AI behind Cresta's leading AI Agent.

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Train on the customers you actually serve

Cresta's conversation AI shows how your customers behave and where your agents struggle — and turns those insights into simulations that mirror your real interactions.

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Close the loop between practice and coaching

Simulations are graded for the same behaviors you measure on live calls. When an agent struggles on one, supervisors assign targeted practice in a click.

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Supporting the world’s most critical customer experiences

Turn insights into action and savings at scale

50%

Reduction in call volumes from journey optimization

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Track and improve CSAT in healthcare interactions

“We’ve scored 100% of our calls. So, at an agent level, we understand performance, not just from their perspective but from the consumers’ perspective” 
Srikant Narasimhan
VP, Enterprise CX & Insights

100%

Calls scored for
predictive CSAT

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Track & act on insights across human and AI Agents

“We’re just starting to fully understand the level of insight that we’re gaining through these incredible tools in terms of deeper understanding of the customer.” 
Gary Edelstein
President and Chief Operating Officer
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Turn every guest conversation into real-time insight

“Almost instantaneously we saw that something was changing and we were able to—that same day—get it resolved. Prior to Cresta, it would have taken us weeks to even identify there was an issue.”
Todd Traynor-Corey
VP Guest Products & Experience
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Empower agent teams to work smarter

“Cresta listens to 100% of the phone calls, it’s looking at all of the behaviors that we care about, identifying the gaps, telling managers what to focus on and giving them a coaching plan that agents can monitor.”
Dan Greer
SVP, Servicing Operations

61%

Increase in dollars per hour collected

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Scale a high-touch guest experience with AI

“It really helped us to become a much more data-driven organization. It allowed us to be much more effective when we have the information available to us immediately.”
Christopher Prelog
President
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One platform, compounding value

Unify human and AI agents on a single platform with shared context, workflows, and governance. By capturing and connecting every interaction across the customer journey, Cresta eliminates silos and gives teams the context and visibility needed to deliver consistent execution, more personalized experiences, and continuous improvement over time.

AI Agent

Deploy AI agents on a platform where shared context, workflows, and insights improve performance over time, helping teams move faster and get more value from every interaction.

Agent Assist

Extend proven Agent Assist capabilities like live summarization and seamless handoff to support both human and AI agents without rebuilding core functionality.

Unified knowledge

Power both human and AI agents with the same up-to-date knowledge, ensuring consistent, accurate, and on-brand responses everywhere.

Conversation Intelligence

Use shared insights from customer conversations to uncover automation opportunities, improve performance across both human and AI interactions, and understand the voice of your customer more completely.

Existing integrations, data, and workflows

Build AI agents on top of the established integrations, data access, and workflows you already trust, so you can move faster without reworking your foundation.

AI Agent
Deploy AI agents on a platform where shared context, workflows, and insights improve performance over time, helping teams move faster and get more value from every interaction.
Agent Assist
Extend proven Agent Assist capabilities like live summarization and seamless handoff to support both human and AI agents without rebuilding core functionality.
Unified knowledge
Power both human and AI agents with the same up-to-date knowledge, ensuring consistent, accurate, and on-brand responses everywhere.
Conversation Intelligence
Use shared insights from customer conversations to uncover automation opportunities, improve performance across both human and AI interactions, and understand the voice of your customer more completely.
Existing integrations, data, and workflows
Build AI agents on top of the established integrations, data access, and workflows you already trust, so you can move faster without reworking your foundation.

Unlock the data in your conversations

See how Cresta Insights helps you discover, build, track and take action on pivotal insights from real interactions.

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