All Resources

Fast Cars & AI Stars: Inside Cresta’s Action-Packed CCW Las Vegas!

Cresta’s AI Agent is Omnichannel: Seamless Conversations, Anytime, Anywhere

Cresta AI Agent introduces omnichannel capabilities across voice and digital, enabling unmatched continuity and customer experience.

Cresta Named a Leader and “…a Force To Be Reckoned With” in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025

We are thrilled to announce that Cresta has been named a Leader in The Forrester Wave™: Conversation Intelligence Solutions for Contact Centers, Q2 2025. The report evaluated “the 10 providers that matter most and how they stack up” across 29 different criteria.

Why Speech to Text Is the Hidden Engine Behind Contact Center AI Performance

In this guest post from Deepgram, learn about why speech to text is critical to the success of implementing AI in the contact center.

Why AI is the Missing Link in Contact Center Quality Management & Compliance

Learn why AI is essential to contact center quality management and compliance initiatives to safeguard customer trust & drive efficiency.

Optimum Partners with Cresta to Drive AI-Powered Sales Conversions and Revenue Growth

Learn why Optimum chose Cresta to drive their AI-powered sales, transforming their business and the customer experience.

Introducing Conversation Intelligence for AI Agents

Cresta launches Conversation Intelligence for AI Agent, allowing businesses to manage, understand, and continuously optimize AI Agents alongside human agents—on the same criteria, with the same AI-driven insight tools.

We’re Going Global! Cresta Expands to APAC and EMEA

Learn about how Cresta is expanding globally into APAC and EMEA, with an office in Melbourne and another coming soon in London.

Cresta Crew: Stacy Osorio, Director of Customer Success

Meet Stacy Osorio, Director of Customer Success at Cresta, and passionate about helping our customers with their AI journey

Why Transcription Performance Is Holding Back Your AI Strategy

In the latest installment of Cresta IQ, we explore how the accuracy and latency of transcription impacts downstream AI performance.

Cresta Is Now on Google Cloud Marketplace – Making AI for Contact Centers Easier Than Ever

Cresta is now available on the Google Cloud Marketplace with deployment on Google Cloud Platform - learn what this means for contact centers.

Why AI-Driven Coaching is the Secret to Higher Contact Center Retention & Engagement

In this blog, we explore how coaching combats contact centers’ retention problem, the key differentiators of AI-driven coaching, and the resulting business impact.

Leadership Spotlight: Meet Andrew Cannington, Cresta’s New GM in APAC

Meet Andrew Carrington, Cresta's new GM of APAC, as he gives insight into his plans to expand our global footprint and help more businesses unlock the full potential of AI-powered customer experience.

Build vs. Buy: How Cresta Engineered Its Own Customer Data Access Solution

Build vs. Buy: Which is the right choice for access management? Learn why Cresta's security team chose to build a custom customer data access solution instead of relying on third-party vendors.

Our Own Zero to One: Lessons Learned in Building The Brinks Home AI Agent

Hear from Phil Kolterman, CIO of Brinks Home, on his experience deploying an AI agent with his team and their many learnings along the way.

Understanding Cresta’s Voice Platform – ML Services, Inference Graphs, and Real-Time Intelligence

Learn more about Cresta's voice platform's machine learning (ML) stack, exploring how inference graphs orchestrate model workflows, how customer-specific policies influence ML processing, and how Cresta delivers actionable insights in real-time.

IQ Credit Union: Now is the Time for Generative AI in Credit Union Contact Centers

Learn about IQCU's journey to evaluating, selecting, and implementing generative AI in their credit union contact center.

Cresta Crew: Yige Li, Director of Solution Consulting for US East

Meet Yige Li, our newest Crestan and new Director of Solution Consulting, who joins the team from Observe.ai. Hear why he's joined Cresta, what the market is getting wrong, and what he thinks about humans + AI.

Understanding Cresta’s Voice Platform – The Voice Stack

Read part two of our series focused on Cresta's voice platform, this time focusing on how the platform processes live audio streams through its voice stack and how business logic layers power real-time guidance for agents.

How Brinks Home is Redefining Automation with Cresta AI Agent

Discover how Cresta AI Agent is transforming contact centers with intelligent automation, and learn how Brinks Home leverages AI Agent to drive automation, improve customer satisfaction, and empower human agents.

Understanding Cresta’s Voice Platform – Handling Incoming Traffic with Customer-Specific Subdomains

Learn about the technology behind Cresta's voice platform in this three-part series.

Turning Your Knowledge Base Into Power: How to Equip Contact Center Agents for Success

Learn why a knowledge base is a cornerstone of any contact center, and how critical it is to arm your contact center agents with a KB set up for success in the age of AI.

Transforming the Contact Center: The Power of Automation in the Age of AI

Contact center automation is revolutionizing customer service by streamlining operations, improving agent performance, and delivering more personalized customer interactions. Read on to explore the transformative impact of automation in the contact center.

AI Maturity: Securing ELT Buy-In for AI Initiatives

Your AI Maturity path is only as successful as the buy-in you have across the company, most critically your ELT. Learn how to ensure success.

How Cresta Scales Real-Time Insights with ClickHouse

Scaling real-time data analysis is crucial for enterprises. Learn how Cresta adopted ClickHouse to provide high-performance insights for contact centers, overcoming key challenges to meet the needs of our expanding client base.

Introducing AI Analyst: Business Insights Delivered in Minutes

Introducing AI Analyst, Cresta's newest tool to analyze all customer conversations - and then give you in-depth business insights - based on your natural language questions - in minutes, not months.

Your Contact Center Knowledge Base May Be Failing You (and What To Do About It)

In this Cresta IQ, we're looking at millions of conversations to understand the state of enterprise knowledge bases in contact centers.

Cresta Secures First ISO 42001 Certification in Contact Center AI Space

Leveraging Technology for AI Maturity: Choosing the Right Tools and Platforms

In today’s fast-evolving customer service landscape, staying ahead means more than just keeping up with trends—it requires a strategic focus on the tools and platforms that will future-proof your contact center. As enterprises navigate the complexities of AI adoption, understanding their stage of AI maturity becomes essential.

How to Enhance Call Center Agent Performance in a Customer-First Era

In this blog, we dig into seven strategic approaches that leverage both advanced technology and human-centered practices to boost contact center agent performance and create a truly customer-first experience.

Optimizing Workflows for AI Maturity: Enhance Agent Experience and Drive Better Results

Learn how optimizing workflows allows contact centers to harness the full potential of AI, enhancing the agent experience.

Closing Last-Mile Quality Management Gaps: The Role of Screen Recording in Contact Centers

Contact centers handle complex customer interactions, but fragmented tools often create inefficiencies and compliance challenges. Cresta's new screen recording feature closes this gap in quality management, providing comprehensive visibility into agent interactions. From ensuring regulatory compliance to driving performance improvements, screen recording is transforming contact center operations.

7 Benefits of Call Center Quality Monitoring Software

Learn about the key benefits that come from call center quality monitoring software, including increased customer satisfaction, streamlined compliance, and cost savings.

The Future of the Contact Center: AI Predictions for 2025

Discover the top contact center and AI predictions for 2025, including hyper-personalization, real-time analytics, and advanced self-service. Learn how AI is transforming customer experience and agent workflows to meet rising expectations.

Happier Holidays: How Retail Contact Centers Can Tackle Seasonal Demands with AI

Retail contact centers are under immense pressure during the holiday season, as shoppers expect seamless and efficient support. AI-driven solutions can help tackle this demand surge by automating routine inquiries, enhancing personalization, and ensuring a smooth omnichannel experience. Learn how AI enables retail contact centers to deliver exceptional service, foster customer loyalty, and streamline operations during the busiest time of year.

The Role of People in AI Maturity: Building a Culture of AI-Readiness in Your Contact Center

Achieving AI maturity requires more than advanced tools—it’s about creating a culture where teams embrace AI as a partner, not a threat. Learn how fostering collaboration, growth mindsets, and reskilling programs can drive AI success in your contact center.

Unlocking Customer Retention: How Aptive Uses Cresta to Save Customers and Drive Revenue

For Aptive Environmental, a leading pest control service provider, the stakes were high. With tens of thousands of customer interactions happening every month, ensuring consistency and quality was not just a goal but a necessity. When they partnered with Cresta, they didn’t just improve operations—they set a new benchmark for customer retention and efficiency.

Cresta Raises $125M to Create the Unified Platform for Human and Virtual Agents

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.

Cresta Crew: Sai Vivek, Field Chief Technology Officer

Meet Cresta's new Field CTO, Sai Vivek, and learn what drew him to join Cresta from his experience at Google and Verizon.

Navigating Call Recording in Modern Contact Centers

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.

Agent Empowerment: The Future of Contact Center Performance Management

In this blog, dive into the evolving landscape of contact center performance management and explore why agent empowerment is an increasingly central theme.

Announcing Cresta Voice Virtual Agent: What Sets It Apart & What the Market Is Getting Wrong

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.

Why Customers Are Calling Your Contact Center Pissed Off – and How to Change It

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.

Customer experience optimization: Everything you need to know

In this deep dive, understand how companies can improve their business across every touchpoint through customer experience optimization.

Elevating contact center performance coaching: The AI-driven path to excellence

Learn about how generative AI is impacting contact center performance coaching, streamlining efficiency and performance.

Why workforce optimization software is no longer optional

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.

Building modern security teams: What makes Cresta different

Hear from Cresta's Head of Security & Compliance on how modern security teams are evolving, and how Cresta's approach is different.

3 Tips for successful AI transformation

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.

Cresta Crew: Rachel Bloch, Conversational AI Designer

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.

Decoding customer satisfaction: The power of CX analytics

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.

How to leverage quality management to modernize the contact center

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.

How can speech analytics software improve your contact center?

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.

What is workforce engagement management for the contact center?

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.

The importance of PII redaction software for contact centers

Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision

Why Driving Down Average Handle Time is Costing You Money

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.

How to use customer sentiment analysis to drive contact center success

Get a deep dive on customer sentiment analysis and exactly how to leverage it to drive success in the contact center.

How Snap Finance transformed quality assurance with Cresta’s AI

Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.

What is contact center speech analytics?

Learn how contact centers can enhance interactions with customers while optimizing business outcomes through contact center speech analytics

What is customer experience analytics?

Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.

How United Airlines elevates productivity and CX with Cresta’s Agent Assist

United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!

Contact center call recording software: What you need to know

Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.

Why transcription accuracy is crucial for optimizing performance in the contact center

Learn how Cresta's industry-leading transcription technology works, and why it's critical to the success of the contact center

What is conversational intelligence? A comprehensive quick-start guide

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.

Contact center agent performance management: 6 tips to maximize results

Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.

Recap: Cresta at CCW 2024

Join us in a recap of our exhilarating week at CCW 2024 - hear about the customer sessions at our booth, many demos, and more!

How AI and digital messaging are transforming customer service

Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role

The three primary drivers of customer experience – and ROI

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.

CCW 2024: Come see Cresta at Booth 609 and enter our sweepstakes

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.

What is real-time agent assist and how does it work?

Learn more about AI copilots and how crucial real-time agent assist is to improving efficiency and driving employee engagement in the contact center.

How to turn great customer service into sales opportunities with generative AI

Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI

Cresta named a Leader and an “innovation juggernaut” in real-time revenue execution

Learn why Forrester has named Cresta a leader and innovation juggernaut in the Forrester Wave: Real Time Revenue Execution, Q2 2024

Cresta Crew: Rich Wang, Vice President of Professional Services

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.

Cresta leadership update: Welcoming Russell Banzon as new Chief Marketing Officer

Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.

Cresta named to the Forbes AI 50 List of Top Artificial Intelligence Companies of 2024

Learn why Cresta has been recognized for the 3rd time on the Forbes AI 50 list of top artificial intelligence companies

Introducing our Spring ‘24 release: Unlocking unprecedented levels of performance and agent efficiency

Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.

Best practices for mastering generative AI in financial services

Learn best practices for assessing and implementing generative AI in financial services.

What is automated quality management? – And why is it integral to transforming contact center operations?

Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.

3 key considerations for successfully deploying AI for customer care

Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way

Cresta wins the 2024 Business Intelligence Group AI Excellence Award

Learn why Cresta is recognized by Business Intelligence Group for delivering innovative knowledge management solutions to its customers

How Brinks saves time, cuts costs, and drives improvement with Cresta

Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.

The intersection of generative AI and big data: A turning point for financial services

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 named ‘Rising Star Organization’ by CX Awards

Read on to learn why Cresta has been recognized as a 'Rising Star Organization' by the 2024 CX Awards, which recognizes CX tech innovation.

How Vivint transformed contact center performance management and QA with Cresta

Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.

Streamlining front-end development: Insights from Cresta’s tech stack

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 named Five9 VoiceStream Innovation Partner of the Year Award for second consecutive year

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.

Responsible AI: Cresta’s approach

Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.

Generative AI’s role in the rapid advancement of CX

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.

Build vs. Buy: Pros and cons of building your own generative AI solution

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.

AI predictions for 2024 and what it means for your business

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.

Reimagine coaching and QA with Cresta’s cutting-edge AI

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.

Unlocking personalization at scale with the power of AI

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.

Security as a competitive advantage: evolving with the threat environment

Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.

How to gamify (not game) with Generative AI in the contact center

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?

How Custom Summarization Saves Hours of After-Call Work

One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.

Introducing our Fall ‘23 release: Leveraging generative AI to empower better outcomes

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.

How to maximize the value of your telco’s ServCo (and why it’s so urgent)

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.

How generative AI helps drive efficiency and effectiveness in care organizations

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.

Creating the super coach: How AI elevates contact center managers

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 recognized as Leader in The Aragon Research Globe for Coaching

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.

Cresta CTO & Co-Founder on Driving Contact Center Revenue with AI

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.

The Impact of Generative AI on Revenue-Generating Contact Centers

For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.

5 Reasons Your Post-Call Solution is Letting You Down

If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.

Cresta Launches Hardphone Integration, Bringing Cloud Functionality and Generative AI to On-Premises Contact Centers

This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.

Cresta CMO Talks Generative AI and the Future of Contact Centers with CMSWire

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

Generative AI Transforms Travel and Hospitality Contact Centers

Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.

Bridging the Performance Gap: Identifying Behaviors for Powerful Sales Outcomes

In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.

Cresta Gives Back: Volunteer Day for Our CS Team

Learn how Cresta's CS team gave back with a volunteer day in honor and memory of our coworker, Alfredo Dominguez.

Cresta Named ‘Strong Performer’ in Conversational Intelligence

Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023

John Donovan on the Potential of Large Language Models in the Enterprise

John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.

Does One Large Language Model Fit All?

Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.

Sales Performance Gap 2.0: Deliver the Outcomes your Contact Center Needs

In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.

How Five9 and Cresta Work Together For Exceptional Customer Experiences

Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.

New report: The Inner Circle Guide to Next-Generation Customer Contact

“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.

Recap: Cresta at CCW 2023

Cresta participated in CCW 2023, learning and educating attendees on how our generative AI-powered products transform the contact center.

Four Key Ways to Ensure Your Generative AI Plan is Ready

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.

How to Use ChatGPT to Diagnose Revenue Opportunities

Learn how to use ChatGPT to diagnose revenue opportunities in this latest post from Cresta's co-founder and principal data scientist.

Reimagining Post-Call Through the Power of AI

Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!

How Generative AI Can Help Collections Teams Navigate Regulations

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. 

The Emerging Stack of Generative AI

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.

Two Types of Contact Center Agents Most Impacted by 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!

ABCs of Contact Centers: The Tech Driving Modern Customer Experience

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.

Report: Sales Effectiveness in Revenue-Generating Contact Centers

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.

Learn More: Cresta’s Post-Call Solution

Learn more about Cresta's Post-Call solution, which increases agent effectiveness through outcome-oriented coaching and business insights. 

Cresta Leadership Update

Read on for an update from Cresta's leadership on what's to come in Cresta's bright future.

Going Deeper: How Cresta Integrates With AWS

Learn more about how Cresta integrates with AWS to improve our shared customers' experiences.

3 Ways AI Will Transform Operations Across the Enterprise

Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.

How Will the Adoption of Generative AI Impact the Contact Center?

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 Expands Generative AI Solutions for the Contact Center

Learn about the latest solutions and enhancements to Cresta's real-time intelligence platform, powered by generative AI.

How do Americans Feel About Engaging Virtually?

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.

Seven Predictions for Generative AI in the Contact Center

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.

4 Ways Porsche is Driving Best-in-Class Customer Experience

Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.

Stop the Revolving Door: How to Reduce Attrition in the Contact Center

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’s Real-Time Intelligence: 6 Ways our Generative AI is Different

What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?

Why Personalization is Central to the Smart Contact Center

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 and Generative AI in the Enterprise

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.

Five9 Names Cresta VoiceStream Innovation Partner of the Year

Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.

Aragon Research Names Cresta as an Innovator for Conversational AI

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.

4 Trends Shaping Contact Centers in the Insurance Industry

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.

4 Sales Behaviors Proven to Increase Revenue and Drive Conversions

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.

Case Study: Fortune 500 Company Drove 7% Increase in Revenue

With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.

Cresta Named 2022 Hot Vendor by Aragon Research

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.

Three Ways AI Supercharges Your Contact Center

Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.

How to Build Differentiated CX in Financial Services

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.

A Three-Phased Guide to Happier Agents

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.

How Cresta Helps Airlines Improve Customer and Agent Experience

When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!

How Cox and Cresta partner to increase revenue

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!

Cresta and Five9: Teaming up to create the Intelligent Contact Center

Cresta and Five9: Teaming up to create the Intelligent Contact Center

Announcing Our Summer ’22 Release – Powering Insight to Action

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.

Introducing Automatic Summarization

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...

Cresta Achieves TISAX Compliance

Today, Cresta is excited to announce that we’re expanding our security compliance footprint with our recent achievement of TISAX compliance.

Simplifying The Agent Workflow

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.

The 15 Critical Contact Center KPIs to Track

Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...

What to do About the New World of High-End Retail

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...

Real-Time Adherence: Keeping Contact Center Agents on Track

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.

Introducing Coaching Plans and Scorecards

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.

How Gamification Can Keep Your Contact Center Agents Engaged

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.

3 Effective Strategies for Reducing Contact Center Turnover

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.

Cresta’s Commitment to Security with GitHub

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.

What Comes Next? Taking Contact Center QA From Reactive to Proactive

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.

Series C: The Contact Center is the Front Door of Your Business

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’s Commitment to HIPAA

Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.

How to Clone Your Best Agents (Ethically)

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.

Why Transcription is Vital to Contact Center AI

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.

Holiday Inn Club Vacations: Driving Customer Obsession with Cresta

Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.

Reducing Ramp Time & Agent Attrition in Contact Centers

Cresta Insights Report: Reducing Ramp Time & Agent Attrition

Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.

Why You Need Agent Assist for Your Contact Center

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.

How Cresta Understands Conversations

Learn the different methods Cresta's AI uses to understand the complexities of human conversation.

5 Takeaways from CCW Vegas 2021

Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.

Driving Better CX to Celebrate Life’s Big and Small Moments

Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.

3 Future-Forward Contact Center Performance Management Tips

Demand for customer support continues to grow not only in size but complexity.

CX Employee Experience: How to Help Agents Love What They Do

In contact centers, we’ve heard time and time again: the bedrock of customer exp

Contact center employee churn: How to stop the revolving door

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.

Can You Hear a Smile?

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.

3 Compounding Benefits of AI-Driven, Real-Time Coaching

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.

Contact Center ROI: Transform Cost Centers into Value Centers

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.

Close the Retention Performance Gap with Real-Time Coaching

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.

2021’s Top 5 Contact Center Agent Swear Words

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.

The 4 “Magic” Behaviors that Close Sales Performance Gaps

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?

Scale for Success with Real-Time Customer Service AI

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.

Contact Center AI: Fuel Lasting Success in Modern CX

For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.

How Conversational AI Helps Build A High-Performing Support Team

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.

6 Reasons I Joined Cresta After Google

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.

Average Handle Time Isn’t Sexy But It’s Vital for Modern Contact Centers

Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.

Why Contact Center AI is a Big Deal for Customer-Focused Brands

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.

GraphQL for the React Redux Developer

Migrate toGraphQL using the Apollo Client library to take advantage of advance GraphQL features.

Demo Day: Cresta’s Platform – Auth, APIs, and More

Cresta's path to a robust API layer that allows us to support our 1st party usage and potential future 3rd party usage

Cresta’s Summer ’21 Release

Taking Customer Care from a cost center to a value center

How Science Fiction Inspires Human-AI Collaboration at Cresta

AI shines best when it's collaborating with humans.

An Innovative Approach to Closing the Agent Performance Gap

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

What is the Performance Gap Costing Your Business Each Year?

Imagine if every employee performed like a top performer?

4 Ways to Assist Contact Center Agents with AI & Automation

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

Prioritizing the CX Metrics That Matter

Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated

Investing in Cresta: Supercharging Agents in Real-Time

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.

A Letter From the Founders

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.

Announcing Cresta for Voice

Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.

Cresta’s Spring Release

We’re excited to share our Spring 2021 Release: The Sound of Expertise.

Scaling Behavior Change Across 1,000 People

Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.

Expertise From Chat Bot to Agent: An End-to-End Chat Solution

Create a seamless customer experience that passes customers from expert chat bot to expert agent.

Enterprise-Grade Security and Monitoring

Learn more about Cresta’s compliance and security capabilities, including SOC2 Type II and SSO.

Spring Launch: But Wait, There’s More!

Cresta's Spring Launch is packed with new features and improvements to drive customer value and make our users happy.

Maximizing Contact Center Productivity

Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.

Improve Your Net Promoter Score with Cresta

Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer

A Modern Approach To Improve Employee Engagement & Satisfaction

With so many disruptions affecting workers, business leaders have a tremendous opportunity to

How We Reduced Our Labeling Cost by 10x

How we reduced our labeling cost and efforts by over 10x, while continuously pushing our accuracy benchmarks forward

What’s Your Average Handle Time (AHT)?

Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...

Action Directed GPT-2

How we made a new controllable language model to make chat agents more effective by making them follow best actions.

Cresta joins AWS Contact Center Intelligence (CCI) Partner Network

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.

Former AT&T CEO, John Donovan, Joins Cresta’s Board

John brings more than 30 years of experience in the technology industry to Cresta’s board.

Announcing Cresta for Customer Service

Real-Time Assistance and Conversational Insights for Customer Service Teams

3 Key Concepts for Creating AI Product Experiences

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.

Cresta: A System of Record for Expertise

Think about the last time you taught someone something difficult. Did you just tell them...

So You’ve Moved to a Virtual Contact Center, Now What?

Curious to know how your virtual contact center strategy is faring? We asked a panel of ex...

Five Lessons For Transitioning to a Remote Contact Center

As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...

Experts On Day One

Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”