Cresta named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025
“Cresta’s relentless innovation establishes it as a force to be reckoned with in the conversation intelligence market.” - Forrester
Conversation intelligence solutions empower contact centers not only to enhance customer experience and agent effectiveness through real-time intelligence but also to transform conversational insights into strategic drivers of broader business decision-making. By leveraging outcome-driven AI, these solutions uncover valuable customer insights, facilitate tailored agent coaching, and deliver immediate guidance, effectively closing critical performance gaps.
Cresta was named a Leader in Forrester’s evaluation of the most significant vendors in the category, receiving the highest score in Current Offering category, as well as the highest possible scores across 16 criteria, including Insight Discovery, Real-Time Guidance, Outcome Analysis, GenAI Safety & Controls, and Insights-to-Action.
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In this report, you’ll learn:
- How this fast-moving category is evolving and transforming technology
- Essential capabilities to look for in a conversation intelligence platform
- Why Forrester states that Cresta “best fits enterprises serious about leveraging genAI’s full potential in their contact center.”
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here.
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