Smart Contact Centers
To measure the success of the contact center and uncover the need for “smarter” technology, CCW Digital conducted a survey in September 2022. The inquiry collected data from leaders responsible for contact center, customer service, customer experience, operations, and marketing strategy in organizations of all sizes from most industries.Topics include:
- A sobering look at whether contact centers support personalized, omnichannel experiences
- Details on how contact center solutions are actually hurting agent performance and happiness
- Missed opportunities to transform the contact center with AI
- Insight into how leaders can evolve to better support today’s customers and agents
- Top priorities when rethinking your contact center platform
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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.