Cresta Raises $125M to Create the Unified Platform for Human and Virtual Agents – Read the post
Learn about Cresta's $125M Series D round of funding and the opportunity it gives us to double down on the work we’re already doing and rapidly deliver more value to our customers.
The latest funding will help Cresta double down on its existing product suite, scale its go-to-market efforts, and rapidly develop the next generation of virtual agents
Meet Cresta's new Field CTO, Sai Vivek, and learn what drew him to join Cresta from his experience at Google and Verizon.
With an ever-growing push for high-quality customer interactions and insights, recording customer service calls in the contact center has become both a practical necessity and a significant ethical and regulatory consideration. Read this blog to learn key considerations for securing customer consent.
AI is reshaping the world as we know it—are you ready to embrace the change? Join us for a fireside chat that will shine a light on the future of AI and its impact on contact centers.
In this blog, dive into the evolving landscape of contact center performance management and explore why agent empowerment is an increasingly central theme.
Discover how Cresta Voice Virtual Agent is redefining customer experience. Learn how we combine generative AI with human-centric design to handle complex workflows, unlock new revenue, and elevate every interaction.
Meet Cresta Voice Virtual Agent: an autonomous solution powered by advanced LLMs and flow-based systems, designed to elevate the customer experience.
In the latest installment of Cresta IQ, learn the results of analyzing 1 million customer calls and discovering why they call contact centers angry - and what to do about it.
Discover how Aptive Environmental, the fastest-growing pest control company in the U.S., transformed its contact center operations with Cresta’s AI-powered solutions.
In this deep dive, understand how companies can improve their business across every touchpoint through customer experience optimization.
Learn about how generative AI is impacting contact center performance coaching, streamlining efficiency and performance.
Contact centers need to deliver seamless, personalized, and efficient service. This is where workforce optimization (WFO) software shines, transforming the way contact centers operate and setting the stage for a future where every interaction is not just managed, but optimized.
Hear from Cresta's Head of Security & Compliance on how modern security teams are evolving, and how Cresta's approach is different.
Get three key tips to a successful AI transformation, straight from David Garza, VP of Sales & Sales Operations at Brinks Home after his own successful AI implementation and deployment.
In this installment of Cresta Crew, we shine a spotlight on Rachel Bloch, Conversational AI Designer at Cresta, and learn what that means, what a day in the life looks like for her, and what trends she foresees for AI in the contact center.
Dig into CX analytics and understand how transforming raw customer data into actionable insights is empowering contact centers to not only meet but exceed customer expectations.
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
Join us for an insightful webinar where we unveil key findings from our latest report, based on a survey of 1,000 U.S. contact center agents, that reveals how AI is transforming their work environment.
Contact centers, the frontline of customer interaction, are critical enablers of a super experience and speech analytics software is an increasingly vital tool in the contact center arsenal. Learn how speech analytics software can turn customer conversations into actionable insights in this blog post.
In this blog post, we'll delve into the intricacies of workforce engagement management (WEM), explore its benefits, and understand how it can be leveraged within contact centers for a competitive advantage.
Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
Get a deep dive on customer sentiment analysis and exactly how to leverage it to drive success in the contact center.
Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.
Learn how contact centers can enhance interactions with customers while optimizing business outcomes through contact center speech analytics
Customer service agents actually see a silver lining in AI, not just dark clouds. At least two new studies indicate agents believe generative AI will enhance their jobs and not eliminate them.
In this report, we share a deep dive into research on how contact center agents genuinely feel about the use of generative AI in their day-to-day lives. You’ll learn why agents are more accepting of AI than it may seem, and which applications are most impactful.
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!
The AI visionary highlights three misconceptions that contact centers – and the broader business – have over implementing GenAI
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
Join three industry-leading Cresta customers, Brinks, CarMax, and Cox Communications, as they share every part of their journeys to transform their contact center operations with generative AI.
This report explores how generative AI goes far beyond simply automating the contact center, and instead elevates the full operational scope of the contact center. You’ll learn where generative AI can have the most impact, and how to nimbly navigate these changes to your organization.
Learn how Cresta's industry-leading transcription technology works, and why it's critical to the success of the contact center
Download our new ebook to learn about four benchmarks that will help contact center leaders think outside of the box about driving operational efficiencies and lasting growth.
What is conversational intelligence and why does it matter to the contact center? Learn why and how conversational intelligence is transforming the modern contact center in our comprehensive guide.
Reinvent the contact center, with enterprise-grade generative AI. Pinpoint the true drivers of performance, dramatically cut costs with targeted automation, and empower every employee to work smarter and faster with AI-native co-pilots, quality management, and coaching - all trained on your data. Learn why the world’s leading contact centers trust Cresta’s end-to-end generative AI platform.
Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.
Join us in a recap of our exhilarating week at CCW 2024 - hear about the customer sessions at our booth, many demos, and more!
One way to find out where AI is heading: follow the money. Here’s our analysis of the AI application providers attracting the most attention and funding.
Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role
Read our webinar recap to learn about the three primary drivers of customer experience and how that drives ROI, with insights from Forrester Senior Analyst Christina McAllister.
Cresta will be at CCW 2024 this year at Booth 609! Come hear from Mutual of Omaha and United Airlines on genAI for the contact center.
Join Cresta experts as they dive into how key metrics and the way they’re measured are changing in the contact center. You'll learn four key benchmarks that all contact center leaders should be tracking and how to drive success with your team.
Download our new ebook to learn more about the service-to-sales motion in contact centers, and how generative AI enables this revenue-generating strategy.
Snap Finance harnesses the power of data to empower consumers of all credit types to get the financial flexibility they need.
Learn more about AI copilots and how crucial real-time agent assist is to improving efficiency and driving employee engagement in the contact center.
Download our new ebook to learn more about the service-to-sales motion in contact centers, and how generative AI enables this revenue-generating strategy.
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Read on to find out why Cresta has been named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024.
Learn why Forrester has named Cresta a leader and innovation juggernaut in the Forrester Wave: Real Time Revenue Execution, Q2 2024
Cresta has been named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report, which evaluates 10 vendors across 31 criteria. Download your complimentary copy of the report today.
Join us for a data-driven conversation with guest speaker Christina McAllister, Senior Analyst at Forrester Research. We’ll explore how human-in-the-loop AI in the contact center can be used to unlock the full potential of every agent, with wide-ranging benefits to both CX and operational efficiency.
Learn about how Cresta is leveraging fine tuned LLMs to power knowledge assist, summarization, and chat suggestions in this latest post on our foundation model, Ocean.
Meet Rich Wang, Director of Professional Services at Cresta. Learn what a day in the life looks like for him, how he approaches customer success, and why he chose Cresta.
Banzon brings 10+ years of AI and go-to-market experience to Cresta
Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.
Learn why Cresta has been recognized for the 3rd time on the Forbes AI 50 list of top artificial intelligence companies
Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.
Explore the Forbes Artificial Intelligence 50 List of 2024, in partnership with Sequoia and Meritech Capital, spotlighting promising AI-driven businesses.
Learn best practices for assessing and implementing generative AI in financial services.
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
Acqueon and Cresta have pooled their resources to launch a solution with the power to unlock “a new tier of AI-enabled customer engagement technology.” Let’s take a closer look at the tech and see whether it lives up to its “new tier” billing.
Unlock the power of service-to-sales transformation in contact centers with insights from Robin Gareiss and James Russell. Learn to assess readiness, leverage data, and implement actionable strategies. Join the webinar for key market trends and practical tips.
Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way
Unlock better agent performance and increase operational efficiency at scale with AI that understands the content and context of every conversation.
Cresta’s AI instantly auto-scores every conversation for compliance and performance with precision accuracy. Unlock targeted agent coaching that actually drives results, while dramatically cutting QM costs.
Cresta discovers agent behaviors, connects them to business outcomes to pinpoint what really matters, and surfaces specific coaching actions for every agent, so supervisors can coach with confidence.
Learn why Cresta is recognized by Business Intelligence Group for delivering innovative knowledge management solutions to its customers
Brinks Home™ is one of the largest home security and alarm monitoring companies in North America. They sought to streamline and transform call center operations and substantially improve the agent experience and QA processes. Supported by Cresta’s team, Brinks Home was able to seamlessly integrate Cresta within their various contact center solutions, including their legacy on-premise technology.
Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.
Explore the transformative impact of AI on contact center employees in CCW Digital's Market Study, sponsored by Cresta. Gain insights into employee sentiments, essential skills, and challenges faced by supervisors.
Learn how the relationship between generative AI and big data is poised to transform the way financial institutions operate, interact with customers, and drive growth
Cresta recognized as an industry leader in innovative artificial intelligence solutions for the contact center
Read on to learn why Cresta has been recognized as a 'Rising Star Organization' by the 2024 CX Awards, which recognizes CX tech innovation.
Cresta provides 100% visibility into every customer interaction, and leverages generative AI and machine learning to tackle the complexities of large-scale operations.
Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.
Join Analyst Sheryl Kingstone from 451 Research, and Scott Kolman, CMO of Cresta as they talk about the impact of generative AI on customer care and how companies can successfully navigate AI adoption.
Embark on a profound exploration of Enterprise AI in Opus Research's white paper, delving into the transformative landscape of 2024. Uncover the intricate evolution of AI, witness organic enterprise deployments, and navigate the ethical considerations of responsible AI practices. Opus Research sheds light on the nuanced dynamics, emphasizing the human-centric change management crucial in this era of technological disruption.
Watch Veronica Semler, VP of Member Servicing at Oportun, and Adam Walton, Chief Customer Officer at Cresta, discuss how Cresta's solutions fueled Oportun's transformation journey, optimizing agent performance and unlocking insights from member conversations.
Take a close look at Cresta’s front-end (FE) architecture: how the main FE repository is structured, our build and deployment processes, and our approach to code generation.
Cresta recognized for helping organizations reimagine their customer service experiences in 2023
Learn why Cresta has been awarded Five9's VoiceStream Innovation Partner of the Year for the second year in a row, and what our winning partnership looks like for joint customers.
Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.
This document outlines Cresta’s commitment to ensuring fairness, transparency, privacy, quality, and risk mitigation as we develop and deploy generative AI for the world’s leading contact centers.
To clarify the value of generative AI in improving customer experience, Metrigy Research explored Generative AI’s Role in Rapid Advancement of CX in a recent whitepaper. We’ll highlight some of the report’s key insights to support your CX journey.
Discover Cresta's commitment to responsible AI practices shaping the future of customer interactions in leading contact centers. Join us to explore how AI empowers customer experiences responsibly.
Cresta's Integrated Suite of Intelligent Products Recognized for Improving Customer Service
Companies that haven’t yet explored the use of generative AI could quickly find themselves on the wrong side of the gap between the technology haves and the technology have-nots. This report explores ways to keep ahead on CX advancements including: assisting agents with in-the-moment advice and surfacing insights for impactful business outcomes.
Today, we share an update to Ocean-1: A small 7B Ocean model beats GPT-4 in retrieval-augmented generation (RAG) while being 100x more cost-effective.
Is it better to build your own generative AI solution or to partner with an AI provider? Let's explore both sides of the debate to clarify the best path forward.
To help cut through the AI hype, call out common misconceptions, and offer predictions for AI in 2024, Cresta recently co-hosted a discussion with Opus Research, bringing together perspectives from leading industry experts on what lies ahead.
Unlock the power of AI in your contact center! Explore strategies for exceptional employee experiences and unparalleled customer satisfaction in this latest whitepaper by Frost & Sullivan. Discover how AI revolutionizes agent performance. Download now for transformative insights.
This 'Harvard Business Review' article draws on research comprising studies of specific generative-AI projects and broad analyses of how the technology will affect tasks and jobs throughout the economy.
This year saw the rise of new intelligent capabilities for contact centers to support human and virtual agents in their abilities to deliver effective answers and services faster.
There’s a particularly compelling opportunity to fundamentally reimagine coaching and QA functions using generative AI. Learn how Vivint, a leading provider of home security systems, has evolved in these areas thanks to Cresta.
For revenue-generating and service-to-sales contact centers, personalization is no longer a nice-to-have. We'll explore 4 ways to scale personalization in the contact center.
Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
Value-add gamification is a compelling opportunity in the contact center. But how do you get a true reflection of your conversations without employees gaming the system?
Unlock the future of AI with Opus Research and Cresta! Explore top AI predictions for 2024, unravel the crucial role of data, decode the true costs of AI, and navigate external challenges. Elevate your business in the post-transformer era—reserve your spot for an insightful webinar!
One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.
The no-code command center for building AI driven rules that power coaching, QA, and real-time agent assistance
Enhanced solutions empower contact center leaders to turn data-driven decisions into better customer outcomes with AI
Our Fall 2023 Release leverages state-of-the-art generative AI to transform contact center operations with enhancements to Knowledge Assist, Outcome Insights, and Opera.
Explore the future of contact centers in our exclusive webinar! Discover Cresta's game-changing generative AI, transforming agent coaching, QA, and reshaping the industry. Hear real success stories and stay ahead of the revolution – reserve your spot now!
In light of lackluster financial performance, telcos are increasingly unbundling their operations, and dealing with complicated dilemmas that emerge in the fallout. We’ll explore what those challenges look like, and outline how telco leaders can drive greater value from their ServCos.
It’s impossible to overstate the value of positive customer experiences, but businesses are clearly struggling to crack the code on quality care. Fortunately, generative AI can demystify care and help contact centers deliver the experiences customers crave.
For most managers, traditional coaching is time consuming, monotonous, and not all that effective. Let's explore where coaching goes wrong, the enterprise-wide impact of lackluster coaching, and what you can do about it.
Cresta is identified for strengths in omnichannel, real-time coaching, and more.
The enterprise coaching market has quietly emerged as the need to automate the process of live and post interaction coaching is now apparent. Enterprise Coaching the most popular in Sales and Contact Centers but it is not limited to those roles. In Aragon's first Enterprise Coaching Globe, they evaluate 15 providers.
Coaching is a long-established best practice for managers hoping to drive agent performance, but traditional coaching is time consuming and labor intensive, making it difficult for supervisors to effectively coach even a small team of agents — let alone scale coaching to entire contact centers.
The telco and communications industry is facing a multitude of challenges. Cresta’s generative AI platform drives real business results in every interaction.
Cresta’s CTO and co-founder, Tim Shi, recently discussed the impact if AI on revenue generating contact centers with analyst Jon Arnold. Here are highlights from that discussion.
Dive into the heart of enterprise communications with Cresta and EM360! This exclusive webinar features insights from Analyst Jon Arnold and Tim Shi, Co-Founder and CTO of Cresta. Explore innovative revenue strategies, exceptional user experiences, and the hottest opportunities in the contact center industry.
The "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
IA40 Summit in Seattle October 10th & 11th Celebrates the 2023 Winners Innovating with AI and Generative AI
If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
New offering brings cloud functionality and generative AI to on-premise contact centers
Cresta’s CMO, Scott Kolman, recently caught up with CMSWire to discuss the generative AI buzz, the skepticism ingrained in traditional businesses like contact centers, and more
In a volatile post-pandemic world, hospitality contact centers are in need of repeatable success. Cresta’s generative AI platform combines deep insights, intelligent automation, outcome-oriented coaching, and real-time interaction guidance to drive real business results in every interaction.
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.
Cramer was most recently an executive at Gong and Dynamic Signal
Learn how Cresta's CS team gave back with a volunteer day in honor and memory of our coworker, Alfredo Dominguez.
Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023
Join Cresta’s CMO, Scott Kolman, and Forrester’s Research Director, Seth Marrs for an exclusive and groundbreaking webinar that delves into the transformative world of generative AI and its profound influence on modern contact centers.
Cresta analyzed over 6M conversations to determine how often contact center agents are following real-time prompts from Cresta to perform certain behaviors. We then calculated the KPI impact of following these behaviors at the right time. Read on to learn about how this impacted three leading businesses.
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
We analyzed over 6 million conversations to explore key selling behaviors and the importance of a tailored, three-step approach that not only closes the sales performance gap, but drives successful outcomes. Watch this webinar to learn more!
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
Julian Tiongson, Manager of Product Marketing at Five9 interviews Chris Reese, Director of Customer Value at Cresta at CCW 2023.
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
In this ebook, we’ve analyzed over 6 million conversations to deliver new insights on the types of outcomes that result from contact center agents adhering to key behaviors - ultimately allowing for the creation of a more concrete, repeatable, and ultimately, predictable playbook.
Join Cresta CTO, Tim Shi, Cresta VP of Marketing, Scott Kolman and John Donovan, former CEO of AT&T Communications, for a webinar on how public language models and private custom data models differ, coexist, and transform the enterprise.
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country. Download the report to learn more.
Contact centers were primarily used to drive customer support goals but recent years have seen businesses using contact centers to impact actual sales journeys: Scott Kolman, CMO At Cresta comments on these changes.
Cresta participated in CCW 2023, learning and educating attendees on how our generative AI-powered products transform the contact center.
Harnessing Generative AI for unparalleled customer support for chat
AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.
We’ve created Ocean-1, a foundation model for the contact center. This large language model is the culmination of our experience in deploying generative AI systems for large enterprises and signifies our latest milestone in advancing the cutting edge AI technology for customer facing conversations.
Take the guesswork out of chatbot automation for the contact center. Cresta Virtual Agent helps you discover conversation reasons and behaviors, and automate conversations by leveraging Large Language Models (LLMs) – the same generative AI technology behind revolutions like ChatGPT.
Learn how to use ChatGPT to diagnose revenue opportunities in this latest post from Cresta's co-founder and principal data scientist.
Aired on June 2, 2023 - Cresta CEO Ping Wu: "Our goal is not to replace agents our goal is to make them better at their jobs and more efficient and more productive."
To better understand operational shifts and determine how they affect customer service and sales teams across industries, Cresta commissioned a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises.
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
Cresta has appointed the former Google AI executive Ping Wu as its new CEO.
Wu to leverage extensive AI experience to spearhead new contact center product innovation and drive growth
Riding years of economic tumult, collections teams are grappling with market trends that amplify the existing challenge of performing their work.
In this webinar from Thursday, June 15th, 2023, Cresta's VP of Marketing, Scott Kolman, and Metrigy's CEO & Principal Analyst, Robin Gareiss discussed the key findings of a recent study done by Metrigy with more than 600 companies to understand how they use advanced technologies for better customer interactions.
As AI continues to revolutionize industries, CEOs are discussing how to integrate this new superpower. They are also considering important questions around data privacy, competition, cost, accuracy, and speed.
Generative AI plays a critical role in supporting collections teams as they navigate a complex regulatory environment and growing volume, enabling better compliance and enhanced performance despite the external factors at play.
In this article, we aim to shed light on the recent advancements in generative AI and provide a view of how the future AI technology stack will unfold.
Deepen policyholder trust and loyalty with each interaction. Reduce compliance infractions and costly productivity loss. Uncover valuable right-sizing opportunities. Scale efficiency and best practices to new and seasonal representatives. Do it all in real time.
Macro trends affecting the collections industry today and the key strategies that collections contact centers should be looking to deploy to stay ahead amid these seismic shifts.
Join us for a webinar on the critical role of a post-call solution in increasing agent effectiveness and driving business success. Learn how it can bridge performance gaps, provide insights, and ensure consistency through real-time coaching.
Real-time coaching can fundamentally change the contact center. But it will especially impact two types of contact center agents. Read on to learn more!
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits. Read on for best practices on implementing and deploying this technology most effectively.
Cresta fielded a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises. Here is a sneak peek at just three of the findings from our new report.
Cresta surveyed 300 sales and service-to-sales leaders to understand how they are navigating industry-wide changes, adopting new best practices, and preparing for the future.
Learn more about Cresta's Post-Call solution, which increases agent effectiveness through outcome-oriented coaching and business insights.
Read on for an update from Cresta's leadership on what's to come in Cresta's bright future.
Learn more about how Cresta integrates with AWS to improve our shared customers' experiences.
04/04/2023
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits.
Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.
Discover how sales leaders in various industries are pivoting towards revenue generation, the best practices they have adopted, and the universal challenges they face. Whether you're a seasoned sales leader or new to the field, register now to secure your spot and explore the future of revenue-generating contact centers.
Transform your collections strategy with the power of generative AI in the contact center.
Retain more customers, more efficiently using generative AI assists and insights.
Increase agent effectiveness through outcome-oriented coaching and business insights
Cresta centralizes and amplifies the knowledge, insights, and coaching your contact center needs to reach peak performance. Our products seamlessly work together to close the gap between insight and action and unlock each team’s superhuman abilities.
Cresta helps airlines achieve stable success in a turbulent market. With a Real-Time Intelligence suite designed to drive business results, the sky's the limit.
Cresta’s Real-Time Intelligence suite helps financial businesses unlock growth, deliver better customer experience, and ensure compliance — all while helping managers and agents work more efficiently and effectively.
Deepen policyholder trust and loyalty with each interaction. Reduce compliance infractions and costly productivity loss.
A set of AI-powered solution bundles focused on specific use cases. The solution bundles are intended to help you better discover the capabilities Cresta provides and to help you get started quickly.
Drive efficiency and business outcomes through intelligent automation and generative AI.
A key benefit of Cresta is the power of our underlying AI platform - the Real-Time Intelligence Platform - which takes advantage of the latest research and advances in conversational AI, large language models, natural language understanding, and more.
With Cresta's Auto Summarization & Note Taking, say goodbye to tedious tasks and After Call Work that are slowing down your agents.
Cresta’s Knowledge Assist gives agents seamless access to the information they need to resolve customer issues quickly.
Cresta’s AI-driven Agent Assist uses real-time coaching and guidance to help agents expertly navigate customer conversations. With Agent Assist, agents get the support they need to deliver business outcomes and world-class CX.
With Cresta Insights businesses can extract customer insights from conversational data and instantly take action.
How AI-driven real-time coaching stops the revolving door of agent attrition, increases productivity, and improves CX
Maximizing sales and customer value with AI in Health Insurance - Four strategies to drive sales and customer value
Retail has been transformed by the rise of digital channels, and the growing importance of customer experience. This is where Cresta’s AI-driven Real-Time Intelligence comes in.
Cresta co-founders and CMO explore the real ways that generative AI will impact the contact center and all of the many ways contact centers stand to benefit from AI adoption in this webinar replay.
Cresta announced the introduction of several new solutions and enhancements to its Cresta Real Time Intelligence Platform, a comprehensive portfolio of AI-powered products and solutions that seamlessly work together to help organizations grow revenues and retain customers.
Learn about the latest solutions and enhancements to Cresta's real-time intelligence platform, powered by generative AI.
Cresta, a leading provider of generative AI for the contact center, announced today that Business Intelligence Group has named the company a winner in its Artificial Intelligence Excellence Awards program
Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.
The 2023 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
ChatGPT, a cutting-edge Generative AI model, is transforming contact centers as they migrate to the cloud. Cresta, a leader in the field, invites you to join their discussion on how this technology can be deployed effectively, its impact on the future of contact centers, and its human implications.
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
Cresta Opera is the first no-code solution that lets anyone build powerful, flexible and dynamic AI powered logic in just a few clicks.
02/14/2023
Greylock Partners General Partner Saam Motamedi joins Ed Ludlow to discuss how likely Microsoft's AI-powered Bing search engine is to take over Google. Plus, his thoughts on AI investing trends and the state of the VC ecosystem. (Source: Bloomberg)
What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?
We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.
ChatGPT, a recently released Generative AI model, has taken the world by storm and sparked the interest of business executives. Its ability to generate fluent and useful text has understandably captured the attention of many leaders, across a wide variety of industries, looking to stay ahead of the curve.
Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.
Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.
Learn how Porsche is using AI to drive customer experience in an exclusive webinar with Porsche North America's Manager of Customer Care and Cresta AI's Customer Success Leader. Discover how to enhance your customer experience with AI by registering now.
Explore key trends impacting challenges in the insurance industry and critical strategies for success
01/18/2023
CRM industry insiders see plenty of opportunity for savvy operators.
With Cresta Insights businesses can extract customer insights from conversational data and instantly take action. Identify key trends, answer critical business questions, and uncover unknown unknowns, like why customers are calling in. Use these insights to make data-driven decisions and inform business and contact center strategy.
Cresta, the leader in real-time intelligence for the contact center, has been listed by Aragon Research, Inc in the "Innovator" section of the Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report. The report recognizes the leading providers using conversational AI technology to improve customer and employee experience.
Aragon Research, Inc has released their latest report, Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report, listing Cresta in the “Innovator” section. The report is the first of its kind as it specifically focuses on conversational AI capabilities and solutions targeted to the contact center.
This report covers 14 major providers in this market and reports specifically on their conversational AI offerings as well as some overall trends Aragon sees in 2023 and beyond.
Four trends continue to have tremendous impact on the intersection of contact centers and generating value in the insurance industry, and require a strategic and full response.
Join Cresta’s VP of Marketing, Scott Kolman, as he dissects the CCW study and walks through why it’s so critical to equip your contact center with real-time intelligence - and how to get there.
Explore key trends impacting challenges in the insurance industry and critical strategies for success
Through analyzing more than 340,000 inbound sales conversations across a variety of industries, we were able to uncover the key behaviors that top sales performers are doing, that most predict a value add for both customers and businesses.
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
12/22/2022
AI and Customer Experience (CX) Will Become More Interconnected
12/27/2022
In honor of 2023, these are 23 top AI and ML predictions experts think will be spot-on for the coming year.
12/22/2022
Outlining the challenges facing retail contact centers in the holidays, and how technology is helping to navigate them
Aragon Research’s Hot Vendor Awards are a yearly opportunity to select and recognize companies across different markets that are ‘noteworthy, visionary, and innovative.’ Cresta has been specifically recognized in the category of AI for the Contact Center.
Cresta announced it has been included in the list of “Hot Vendors” in the 2022 report by Aragon Research, Inc.
Which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents? This market study has the answers!
Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.
Join Cresta’s VP of WW Sales, Matthew Mulqueen and VP of Marketing, Scott Kolman, as they talk about the challenges facing Sales teams today and steps sales teams can take to elevate sales team performance.
Zoom customers can now maximize revenue generation, reduce customer turnover and improve call coaching and compliance
Cresta Agent Assist gives every agent their own personal AI-powered coach on every phone and chat conversation. That helps agents improve soft skills and follow proven best practices.
Join Cresta Product Manager, Jessica Zhao, for a complete overview of Cresta Opera and its easy to use, powerful capabilities to supercharge your contact center with automated coaching, immediate visibility, and self-serve management.
"Scott and Adam bring decades of customer engagement experience to Cresta at an important time for our company," said Zayd Enam, CEO of Cresta.
How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.
Eliminate repetitive tasks with polished, AI-generated responses that are based on the most common replies from your top agents. With a press of a button, quickly auto-complete sentences, saving agents up to 5 hours per week.
As customer service agents grapple with high volume and increased pressure, it’s harder than ever to perform well. Agents who are good at their jobs are happier (and vice versa) — happy agents are less likely to leave. But long ramp times and short tenure mean many agents only achieve proficiency right before churning. Read this blog post to learn more why contact center should want to make their agents happy.
Contact Center Agents spend a whopping one-third of call time on post-call activities, from writing notes and summaries to copy-and-pasting them into different applications. Meet Auto Summarization & Note Taking, and say goodbye to tedious tasks and After Call Work that are slowing down your agents.
When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!
Simplify knowledge management. Cresta Knowledge Assist unifies siloed knowledge bases into one powerful real-time experience. Our AI offers the right information at the right time, so contact center agents get the information they need to resolve customer issues fast.
Cresta’s Real-Time Coaching Platform helped Cox communications grow revenue per conversation by 30% and reduce ramp time by 2 weeks. Read this blog post to learn how!
Join this webinar to learn how Cresta’s Real-Time Auto Summarization & Note Taking automates away tedious tasks like post-call work so that agents can provide better service and move through calls more efficiently.
09/07/2022
CEO & Founder, Zayd Enam, discusses contact center AI and the value it brings to the hospitality industry.
08/31/2022
Inc. cited Cresta’s data on contact center turnover and highlighted the positive impact of conversational AI on customer experience.
08/10/2022
CEO & Founder, Zayd Enam, sat down with Ishani Ummat from Madrona Ventures to discuss the innovative work happening at Cresta.
Cresta and Five9: Teaming up to create the Intelligent Contact Center
08/02/2022
Cresta announces additional AI-driven tools to enable smarter business insights and better outcomes.
Join Cresta’s Product Team to learn how our Summer 2022 Release enables modern contact centers to move from insight to action and usher in a new era of contact center productivity while delivering a faster and better customer experience.
Introduction of Insights and Chatbot products and updates to Director and Agent Assist enables a new era of contact center productivity.
The Cresta Summer 2022 Release: An all-in-one AI platform for the modern contact center that makes it easy to go from insight to action in no time.
After Call Work is one of the biggest time wasters in the modern Contact Center. Agents spend a whopping ⅓ of call time on post-call activities...
07/05/2022
Zayd Enam and Moshe Beauford discuss “Lazy AI” and how artificial intelligence can enhance the bottom line and increase agent productivity.
Today, Cresta is excited to announce that we’re expanding our security compliance footprint with our recent achievement of TISAX compliance.
Join Cresta's Shannon Hitson and Brittany Bell as they discuss five tips that are empowering organizations to prioritize their initiatives, improve customer experiences, and recession-proof their business.
Introducing Omni Search and Guided Workflows. Now agents have everything they need to be a top performer on day one. No more searching for answers and workflows across knowledge bases.
Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.
06/07/2022
Cresta has been included as one of Venture Beats 10 unicorns “flying high” in 2022.
Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.
05/31/2022
Asheem Chandna & Saam Motamedi, Partners at Greylock, discuss the immediate implications of AI for sales and customer service centers.
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...
Cresta is featured in The New York Times for its ability to drive productivity and results for customers like CarMax.
Cresta’s Real-Time Intelligence amplifies the best practices of top performers across your contact center team, guiding agents through customer conversations with AI-powered coaching and key automations like Auto Summarization, Knowledge Assist, and more.
Learn the 8 Ways Retail Contact Centers Are utilizing artificial intelligence to improve customer experiences and Sales.
Hear what customers are saying about Cresta Director, which provides real-time visibility of 100% of agents calls and chats in a contact center. Cresta lets you track agent performance, get alerts, provide live assistance, and more. Here how Blue Nile and Holiday Inn Club Vacations are using Cresta Director to drive better agent performance - and better customer experience.
CB Insights named Cresta to its annual AI 100 ranking, showcasing the 100 most promising private artificial intelligence companies in the world.
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
Hear what customers are saying about Cresta Agent Assist, which provides real-team coaching for agents in contact centers. Cesta learns the best practices of your top performers and then amplifies them across your entire team, improving overall performance. Here how Blue Nile and Holiday Inn Club Vacations are using Cresta Agent Assist to drive better agent performance - and better customer experience.
Holiday Inn Club Vacations is a resort, real estate and travel company with a mission to be the most loved brand in family travel. With 28 resorts in top travel destinations across the US, fostering Customer Obsession is a key strategic focus to grow their customer base and business.
Blue Nile is the leading online retailer of diamonds and fine jewelry, helping their customers celebrate life's big and small moments. Hear how Michael Hopkins, SVP of Sales & Service, uses Cresta to help them delight their customers. He discusses how Cresta’s Agent Assist solution helped reduce ramp time, deliver real-time coaching and guidance, deliver real-time manager visibility, and increase sales conversions.
Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for coaching and scoring. Managers can score conversations, monitor agent performance over time, and create data-backed coaching plans, all through a single console.
Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.
The Execs In The Know, CX Leaders — Trends & Insights: 2021 Corporate Edition, sponsored by Cresta, is designed to provide a wide-lens view of the customer experience industry, touching on many topics, including consumer preferences, CX strategies, best practices, and more.
Contact center leaders can use three simple but effective strategies to reduce agent turnover, improve agent well-being, and create a healthy and sustainable culture. Read the blog now.
Security of the Cresta platform is a core part of our strategy and competitive advantage. Cresta leverages GitHub in our software supply chain to ship secure code and cultivate a culture of security at Cresta.
Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.
Cresta’s powerful AI platform combines with Genesys Customer Experience Platform to further enable real-time intelligence in the contact center.
Cresta and Five9 Announce Real-Time Integration Powered by Five9 VoiceStream.
Tiger Global Leads Series C, Genesys, Five9, J.P. Morgan and Zoom Join the Investment Round.
The contact center is the front door of your business and the relationship between your customer and your agent has never been more important.
Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.
Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.
Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.
No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.
Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.
Learn the different methods Cresta's AI uses to understand the complexities of human conversation.
Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.
Cresta adds strategic human resources leader with passion for building high-performing teams.
Goldman Sachs and Madrona Venture Group Sponsored Report Identifies Cresta as a Leader with AI-Driven Real-Time Coaching for Contact Centers
Demand for customer support continues to grow not only in size but complexity.
In contact centers, we’ve heard time and time again: the bedrock of customer exp
Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.
Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.
What is inconsistent agent performance costing your contact center each year?
Cresta’s real-time coaching provides contact center agents with versatile coaching in-the-moment. By going beyond 1:1 coaching sessions and putting coaching into action during customer conversations, teams are able to unlock new levels of productivity.
Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.
Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.
Unsurprisingly, these are three utterances that were completely absent from the 1.84 million customer conversations we analyzed from more than 15 contact centers to determine which swear words are most used by contact center agents.
We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?
In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.
Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.
Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.
We looked at over 340,000 sales conversations to identify what set top performing salespeople apart from their peers.
I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.
AI Pioneer Ping Wu Joins as Vice President of Engineering and Product to Accelerate Technology Roadmap and Innovation
Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.
Cresta recognized in Forrester’s New Tech: Conversation Intelligence For B2B Revenue, Q3 2021 report for Real-Time Coaching and Management.
The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.
Migrate toGraphQL using the Apollo Client library to take advantage of advance GraphQL features.
It’s one thing to add machine learning and artificial intelligence features to an existing software platform. It’s quite another to build an entire company around machine learning technology, and to provide practical, everyday value to enterprise organizations.
Cresta's path to a robust API layer that allows us to support our 1st party usage and potential future 3rd party usage
Cresta AI, has been listed in Forrester's Now Tech: Conversation Intelligence, Q2 2021 Report. Read the report now!
Cresta's latest release uses its Expertise AI to help customer care teams move faster and drive top-line growth.
We looked at over 100,000 customer conversations to quantify the gap between top and bottom performers. This report outlines our findings and steps you can take to start closing your Performance Gap today.
AI shines best when it's collaborating with humans.
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
Imagine if every employee performed like a top performer?
Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond
Creating engaging and satisfying customer experiences can be challenging for even technically sophisticated contact centers
Cresta, the Expertise AI provider to the enterprise, today announced key appointments to its Strategic Advisory Board
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
In June 2017, Zayd Enam had just presented research in a team meeting at Stanford’s AI laboratory when the doctoral student was pulled aside by his professor.
Cresta, the Expertise AI provider to the enterprise, today announces the closing of its Series B fundraising round of $50 million, led by Sequoia Capital with participation from Greylock Partners, Andreessen Horowitz, Allen & Company, and Porsche Ventures.
At Cresta, we’re on a mission to enable everyone to be 100x as effective at work. And today, we’re excited to announce our $50M Series B round of funding.
Using AI to improve voice-based customer conversations and make Earthlink’s award-winning customer service teams even better.
Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.
We’re excited to share our Spring 2021 Release: The Sound of Expertise.
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
Create a seamless customer experience that passes customers from expert chat bot to expert agent.
Learn more about Cresta’s compliance and security capabilities, including SOC2 Type II and SSO.
Cresta's Spring Launch is packed with new features and improvements to drive customer value and make our users happy.
Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.
Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer
Hello, my name is Sebastian Thrun and I have the great pleasure and privilege to be with Zayd Enam, the CEO of Cresta. Hi, Zayd
With so many disruptions affecting workers, business leaders have a tremendous opportunity to
How we reduced our labeling cost and efforts by over 10x, while continuously pushing our accuracy benchmarks forward
Additional improvements and features on Porsche Connect will be the first touchpoint to benefit from the investment
Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...
How we made a new controllable language model to make chat agents more effective by making them follow best actions.
Now, customers can easily bring contact center solutions into their business, and immediately add Cresta’s unique ability to quickly improve each agent in their real-time interactions.
John brings more than 30 years of experience in the technology industry to Cresta’s board.
2020 is the crucible every enterprise software vendor needs to prove how resilient their apps & platforms are, showing prospects why moving workloads and apps to the cloud need to happen now.
Real-Time Assistance and Conversational Insights for Customer Service Teams
The Fortune 50 SaaS provider is on a mission to power prosperity around the world. Their intuitive web, mobile, and cloud solutions generate more money, more time, and more confidence for 50 million people globally. The SaaS provider has continuously innovated on their path to realizing this mission. For the SaaS provider, leveraging AI to unlock efficiencies is core to improving their customer experience.
More than $1 of every $5 was spent online in the second quarter of 2020, the highest e-commerce penetration on record. With consumers flocking to digital channels, customers are now interacting...
AI-powered products are more prevalent than ever before: automatically organizing your photos, driving a car without any human input, and helping you craft a perfect email.
Mandatory store closures have left the retail sector especially hard hit by the COVID-19 pandemic. In light of store closures, a leading mattress manufacturer and retailer needed to quickly transition brick-and-mortar retail sales to online channels.
Think about the last time you taught someone something difficult. Did you just tell them...
Curious to know how your virtual contact center strategy is faring? We asked a panel of ex...
As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...
Cresta Launches with $21M of Funding To Enable Office Workers to be Experts on Day One®
Founder of Google’s Moonshot Factory and Udacity makes a big new bet
Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”
AI startup Cresta launches from stealth with millions from Greylock and a16z
Cresta named one of America’s most promising AI companies by Forbes
Cresta was enlisted by the third-largest telecommunications company in the United States. They provide digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer (BPO), which gave the telecom provider limited visibility into the live chat team's operations and performance. Without visibility, pinpointing strategies for improvement became extremely challenging. In came Cresta.
