Discover and reinforce the true drivers of contact center performance
Gain a deeper understanding of your business with conversational AI powered by best-in-class transcription and semantic understanding.
Evaluate 100% of conversations at a fraction of the cost with the industry’s most accurate AI-native QA solution.
Deliver personalized coaching that prioritizes the specific skill and knowledge gaps most likely to impact mission critical KPIs.
Analyze context, semantics and behaviors bespoke to your business
Cresta’s bespoke AI understands conversations and context, and tracks complex utterances and behaviors that are specific to your business and your conversations. The result is a robust, data-rich, true-to-life picture of every conversation.
Correlate business outcomes
to agent actions
Cresta’s AI models detect and correlate conversation outcomes—like closed sales, retained customers, or solved support cases—with agent behaviors, to draw a clear link between actions and results.
Track agent performance from an AI-powered command center
Cresta’s AI automatically evaluates agent adherence to key behaviors across 100% of conversations, so you can spot trends, issues and improvements in one place.
Generative AI Platform
Best-in-class, expertise-driven generative AI
Cresta chooses the right AI models for the task at hand, fine-tunes them on contact center interaction data, and uses them to build AI-native products that solves contact center-specific problems.
Perform precision-targeted, outcome-driven coaching
AI-suggested coaching plans surface opportunities to improve specific, quantified gaps in each agent’s performance, prioritized by their potential impact on business outcomes.
Transform QA with auto-scoring
and AI workflows
Intelligent auto-scoring helps you meet your compliance and regulatory obligations, while AI-enabled workflows empower your QA teams to conduct hybrid manual / auto scoring more efficiently.
and business intelligence
Discover the voice of the customer with automated conversation transcripts and summaries, topic clustering, emotion, sentiment, trends, and anomalies.
Build conversation rules
with a no-code action layer
Define bespoke conversation behaviors and intents by training a custom generative AI model on your conversation data. Build automated alerting, tracking, external integrations, and even real-time agent guidance and hints—all with Cresta Opera, an intuitive no-code builder interface with advanced logic and testing tools.
Transform your contact center
with an enterprise-ready generative AI platform
Lay the foundation for the industry’s most capable real-time guidance
Hit the ground running with real-time Agent Assist supported by your data and models from Post-Call analysis. All of your generative AI-powered behavioral tracking rules, fine-tuned transcription models, and rich insights can be used to power real-time agent guidance as well as post-interaction coaching and QA.
Learn more about Cresta Post Call
See Cresta Post Call in action