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Cresta Director
Smarter and faster performance management
Cresta Director is your one stop shop for AI-enabled coaching, QA and call center performance management.
Accelerate coaching, QA, and contact center performance management
Quickly understand business drivers
Get insights from every conversation and understand which behaviors are driving your business metrics.
Coach smarter and 4x faster
Cresta automatically identifies coaching gaps and streamlines coaching with one easy-to-use interface.
Instantly go from insight to action
Evaluate team performance and immediately put coaching into action with Cresta Agent Assist.
Focus on what matters
Coach with facts, not feelings. Instantly evaluate team performance and identify the coaching opportunities that drive business outcomes.
Performance insights
A single real-time console to review team performance. Measure key metrics like AHT, conversation volume, and whether agents practice skills and behaviors.
Agent progression
Cresta automatically evaluates agent adherence to key behaviors and allows managers to instantly drill into specific conversations that require attention.
Leaderboards
Quickly identify top performers, compare agent performance and see who’s on pace to hit their goals. Motivate teams with recognition and transparency.
Accelerate coaching & QA
Spend more time coaching and less time reviewing transcripts. Accelerate QA and create rich personalized coaching plans for each and every agent.
Coaching plans
Personalized coaching plans pull each agent’s behavior metrics, QA scores, and manager feedback into a single plan where managers and agents can collaborate.
Scoring and QA
Accelerate QA with dynamic scorecards and rich transcripts that make it easy to hone in on key opportunities in every conversation.
Conversation library
Save the best conversations and easily share them with agents to help agents with onboarding and ongoing performance improvement.
Help your agents when they need it most
Follow along as agents help customers and receive automated alerts when agents need help so you can immediately come to the rescue.
Live assist
Agents can raise their hand and ask for assistance. Managers can respond from Cresta or directly from Slack and Microsoft Teams.
Alerts and notifications
Configurable real-time alerts and notifications let managers know when agents need help or when a compliance infraction requires correction.
Live conversations
Monitor agent conversations as they happen. Ensure agents follow best practices and if they need help, immediately help them with live assist.
Coach teams at scale with no-code AI
Instantly put insights into action by deploying AI-powered coaching at scale. In minutes, managers can deploy AI-powered coaching and rules to optimize contact center performance.
Cresta Opera
An intuitive no-code interface makes it easy to create and deploy AI-powered coaching in a matter of minutes, no coding necessary.
Triggers
Select from a pre-configured set of AI-powered triggers, including real-time coaching and compliance tracking, or create one of your own.
Actions
Push real-time coaching to agents, track compliance and adherence, or simply configure a real-time alert with a few simple clicks.
Drive WFH excellence
Keep remote teams close
Keep remote teams in sync, no matter where they work. Get deep visibility into team performance and leave comments and feedback for agents to review. Track key development areas and progress through collaborative coaching plans and performance reports.
A comprehensive set of performance management features
Cresta Director uses our real-time intelligence engine to power a complete set of features that help managers monitor team performance, accelerate QA, and drive coaching at scale. Some of these features include:
Performance insights
QA scorecards
Live conversations
Agent progression
Comments and feedback
Live assist
Leaderboards
Coaching overview
Coaching plans
Cresta Opera
Triggers and actions
and many more...
Hear from Cresta customers about how Director has helped them accelerate coaching, QA, and performance management.
See Cresta for Post Call
Transform call center operations and elevate your customer service to new heights