All Resources

Press Releases

Cresta Welcomes Russell Banzon as Chief Marketing Officer

Banzon brings 10+ years of AI and go-to-market experience to Cresta

Blog

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.

Press Releases

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

Blog

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

Press Releases

Cresta Unveils New Advancements That Drive Powerful Business Outcomes

Blog

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.

Media Coverage

2024 Forbes AI 50

Explore the Forbes Artificial Intelligence 50 List of 2024, in partnership with Sequoia and Meritech Capital, spotlighting promising AI-driven businesses.

Blog

Best practices for mastering generative AI in financial services

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

Blog

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.

Media Coverage

Acqueon and Cresta Team Up to Create a “New Tier of Customer Engagement Technology”

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.

Webinars

Unlocking growth: The role of generative AI in enabling service-to-sales transformation in contact centers

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.

Blog

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

Press Releases

Acqueon and Cresta Launch AI-Powered Revenue Generation and Recovery Solution

Datasheets Library

Cresta Conversation Intelligence

Unlock better agent performance and increase operational efficiency at scale with AI that understands the content and context of every conversation.

Datasheets Library

Cresta Quality Management

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.

Datasheets Library

Cresta Coach

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.

Blog

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

Press Releases

Cresta Wins 2024 Business Intelligence Group Artificial Intelligence Excellence Award

Video Library

Cresta and Brinks Home

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.

Blog

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.

Reports Library

Future of Contact Center Employees

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.

Blog

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

Press Releases

Cresta Named Rising Star Organization by CX Awards

Cresta recognized as an industry leader in innovative artificial intelligence solutions for the contact center

Blog

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.

Infographics

Cresta for post-call

Cresta provides 100% visibility into every customer interaction, and leverages generative AI and machine learning to tackle the complexities of large-scale operations.

Blog

How Vivint transformed performance management and QA with Cresta

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

Webinars

Navigating customer experience with generative AI: Do’s and Don’ts

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.

Reports Library

2024: The Year of Ubiquitous Enterprise AI

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.

Webinars

Transforming contact center quality assurance & coaching

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.

Blog

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.

Press Releases

Cresta Wins Five9 VoiceStream Innovation Partner of the Year Award

Cresta recognized for helping organizations reimagine their customer service experiences in 2023

Blog

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.

Blog

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.

Solution Briefs Library

Cresta Responsible AI Principles

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.

Blog

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.

Webinars

Navigating responsible AI: A deep dive into Cresta’s approach

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.

Press Releases

Cresta Receives 2023 Future of Work Agent Experience Award

Cresta's Integrated Suite of Intelligent Products Recognized for Improving Customer Service

Reports Library

Generative AI’s Role in Rapid Advancement of CX

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.

Blog

How Ocean-1 enhancements beat GPT-4 in powering Knowledge Assist

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.

Blog

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.

Blog

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.

Ebooks Library

Building the Foundation for Contact Center Agent Success with AI

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.

Reports Library

How to Capitalize on Generative AI

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.

Media Coverage

In 2023, generative AI made inroads in customer service

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.

Blog

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.

Blog

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.

Blog

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.

Blog

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?

Webinars

AI predictions for 2024 and what it means for your business

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!

Blog

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.

Datasheets Library

Cresta Opera: harnessing AI to create outcomes with clicks, not code

The no-code command center for building AI driven rules that power coaching, QA, and real-time agent assistance

Press Releases

Cresta Raises Bar with Generative AI for Contact Center Efficiency

Enhanced solutions empower contact center leaders to turn data-driven decisions into better customer outcomes with AI

Blog

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.

Webinars

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

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!

Blog

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.

Blog

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.

Blog

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.

Press Releases

Cresta Named a Leader in The Aragon Research Globe™ for Enterprise Coaching, 2024

Cresta is identified for strengths in omnichannel, real-time coaching, and more.

Reports Library

The Aragon Research Globe for Enterprise Coaching, 2024

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.

Blog

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.

Solution Briefs Library

Cresta for Telco & Communications

The telco and communications industry is facing a multitude of challenges. Cresta’s generative AI platform drives real business results in every interaction.

Blog

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.

Webinars

Revenue generation strategies in the communication space

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.

Reports Library

The US Customer Experience Decision-Makers’ Guide

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.

Blog

The Impact of Generative AI on Revenue-Generating Contact Centers

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

Press Releases

Cresta Recognized on 3rd Annual Intelligent Applications Top 40 List

IA40 Summit in Seattle October 10th & 11th Celebrates the 2023 Winners Innovating with AI and Generative AI

Blog

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.

Blog

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.

Press Releases

Cresta Announces Expansion of Voice Platform Integrations to Include Hardphone Support

New offering brings cloud functionality and generative AI to on-premise contact centers

Blog

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

Solution Briefs Library

Cresta for Travel and Hospitality

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.

Blog

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.

Blog

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.

Webinars

Generative AI revolutionizing the contact center

Discover the transformative power of generative AI in business and communication. Join us in this EM360 Podcast episode as Analyst Jon Arnold, Tech Thought Leader, discusses with Scott Kolman, CMO at Cresta, how AI is reshaping contact centers, overcoming challenges, and propelling successful communication strategies."

Press Releases

Silicon Valley’s Alex Cramer Joins Generative AI Leader Cresta to Lead Sales

Cramer was most recently an executive at Gong and Dynamic Signal

Blog

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.

Blog

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

Reports Library

Cresta Named a Strong Performer in The Forrester Wave™: Conversational Intelligence for Customer Service, Q3 2023

Cresta has been named a Strong Performer in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023 report, which evaluates 11 vendors across 32 criteria of CICS providers. Download your complimentary copy of the report today.

Press Releases

Cresta Named a Strong Performer in Conversational Intelligence for Customer Service in Independent Analyst Evaluation

Webinars

The Impact of Generative AI on Revenue-Generating Contact Centers

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.

Infographics

How three leading companies rely on customized strategies to drive dependable sales performance & outcomes

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.

Blog

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.

Blog

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.

Webinars

Bridging the performance gap: Identifying behaviors for powerful sales outcomes

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!

Blog

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.

Video Library

Cresta’s CX promise

Julian Tiongson, Manager of Product Marketing at Five9 interviews Chris Reese, Director of Customer Value at Cresta at CCW 2023.

Blog

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.

Ebooks Library

How customized strategies drive dependable sales performance & outcomes

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.

Webinars

Public and private large language models: How to apply public LLMs to enterprise data

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.

Blog

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.

Reports Library

The Inner Circle Guide to Next-Generation Customer Contact

“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.

Media Coverage

SalesTechStar Interview With Scott Kolman, CMO At Cresta

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.

Blog

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.

Solution Briefs Library

Boost Productivity, Enhance CX

Harnessing Generative AI for 
unparalleled customer support for chat

Blog

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.

Blog

Introducing Ocean-1: First Contact Center Foundation Model

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.

Video Library

Cresta Virtual Agent Demo

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.

Blog

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.

Media Coverage

CNBC – Squawk on the Street

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."

Media Coverage

New Research Unveils Promising Sales Growth Potential in Contact Centers

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.

Blog

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!

Media Coverage

Cresta Selects AI Heavyweight as New CEO

Cresta has appointed the former Google AI executive Ping Wu as its new CEO.

Press Releases

Cresta Names Ex-Google Exec Ping Wu as CEO for AI Advancement

Wu to leverage extensive AI experience to spearhead new contact center product innovation and drive growth

Infographics

How Collections Teams Can Navigate Compliance without Sacrificing Performance

Riding years of economic tumult, collections teams are grappling with market trends that amplify the existing challenge of performing their work.

Webinars

The real story on generative AI for customer engagement

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.

Media Coverage

Embedding AI: The Questions Every CEO is Asking

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.

Blog

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. 

Blog

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.

Solution Briefs Library

Cresta for Health Insurance

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.

Ebooks Library

Compliance at Scale: How Collections Teams Can Navigate a Complex Regulatory Landscape

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.

Webinars

Reimagining post-call through the power of AI

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.

Blog

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!

Blog

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.

Blog

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.

Reports Library

Sales Effectiveness in Revenue-Generating Contact Centers

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.

Datasheets Library

PII Redaction | Cresta Chat and Voice

In this document, we outline how Cresta handles sensitive personally identifiable information (PII) in a secure, compliant manner while aligning with industry best practices aimed at protecting the privacy of end users and mitigating business risks for customers.

Blog

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. 

Blog

Cresta Leadership Update

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

Blog

Going Deeper: How Cresta Integrates With AWS

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

Media Coverage

04/04/2023

The 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.

Blog

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.

Webinars

Sales effectiveness in revenue-generating contact centers

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.

Solution Briefs Library

Cresta for Collections

Transform your collections strategy with the power of generative AI in the contact center.

Solution Briefs Library

Cresta for Retention

Retain more customers, more efficiently using generative AI assists and insights.

Solution Briefs Library

Cresta Post Call Solution

Increase agent effectiveness through outcome-oriented coaching and business insights

Solution Briefs Library

Cresta for Sales

Increase sales efficiency and effectiveness with AI

Solution Briefs Library

Generative AI 
for the Contact Center

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.

Solution Briefs Library

Cresta for Airlines

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.

Solution Briefs Library

Cresta for Finance

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.

Solution Briefs Library

Cresta for Home and Auto Insurance

Deepen policyholder trust and loyalty with each interaction. Reduce compliance infractions and costly productivity loss.

Solution Briefs Library

Solution Packaging

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.

Datasheets Library

Cresta Virtual Agent

Drive efficiency and business outcomes through intelligent automation and generative AI.

Datasheets Library

What Sets Cresta’s Real-Time Intelligence Apart

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.

Datasheets Library

Auto Summarization & Note Taking

With Cresta's Auto Summarization & Note Taking, say goodbye to tedious tasks and After Call Work that are slowing down your agents.

Datasheets Library

Knowledge Assist

Cresta’s Knowledge Assist gives agents seamless access to the information they need to resolve customer issues quickly.

Datasheets Library

Cresta Agent Assist for Voice

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.

Datasheets Library

Cresta Insights

With Cresta Insights businesses can extract customer insights from conversational data and instantly take action.

Infographics

Understanding the Agent Lifecycle

How AI-driven real-time coaching stops the revolving door of agent attrition, increases productivity, and improves CX

Infographics

Cresta for Health Insurance

Maximizing sales and customer value with AI in Health Insurance - Four strategies to drive sales and customer value

Infographics

Cresta for Retail

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.

Blog

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.

Press Releases

Cresta Expands its Generative AI Solutions for the Contact Center

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.

Blog

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.

Press Releases

Cresta Named Winner in 2023 Artificial Intelligence Excellence Awards

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

Blog

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.

Press Releases

Cresta Receives 2023 CUSTOMER Magazine Product of the Year Award

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.

Blog

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.

Webinars

Generative AI: What does it mean for the contact center?

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.

Blog

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.

Blog

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.

Video Library

Cresta Opera Demo

Cresta Opera is the first no-code solution that lets anyone build powerful, flexible and dynamic AI powered logic in just a few clicks.

Media Coverage

02/14/2023

The Race to Build a ChatGPT-Powered Search Engine

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)

Blog

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?

Blog

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.

Blog

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.

Blog

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.

Press Releases

Cresta Wins Five9 VoiceStream Partner of the Year Award

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

Webinars

How Porsche is using AI to drive customer experience

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.

Ebooks Library

Maximizing sales and customer value with AI in the health insurance industry

Explore key trends impacting challenges in the insurance industry and critical strategies for success

Media Coverage

01/18/2023

A Look Ahead at CRM in 2023

CRM industry insiders see plenty of opportunity for savvy operators.

Video Library

Cresta Insights Demo

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.

Press Releases

Crested Recognized as an “Innovator” for Conversational AI

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.

Blog

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.

Reports Library

The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC), 2022

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.

Blog

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.

Webinars

Making your contact center smart with AI

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.

Ebooks Library

How AI helps insurance providers grow revenue and improve the customer experience

Explore key trends impacting challenges in the insurance industry and critical strategies for success

Blog

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.

Blog

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.

Media Coverage

12/22/2022

Channel Futures’ 2023 UCaaS Outlook: The Year of Democratization

AI and Customer Experience (CX) Will Become More Interconnected

Media Coverage

12/27/2022

23 AI predictions for the enterprise in 2023

In honor of 2023, these are 23 top AI and ML predictions experts think will be spot-on for the coming year.

Media Coverage

12/22/2022

AI Brings Holiday Joy to the Retail Contact Center

Outlining the challenges facing retail contact centers in the holidays, and how technology is helping to navigate them

Blog

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.

Press Releases

Aragon Research Names Cresta a “Hot Vendor”

Cresta announced it has been included in the list of “Hot Vendors” in the 2022 report by Aragon Research, Inc.

Reports Library

Smart Contact Centers

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!

Blog

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.

Webinars

Using AI to maximize revenue and boost conversion

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.

Press Releases

Zoom and Cresta Partner to Deliver Real-Time AI Intelligence

Zoom customers can now maximize revenue generation, reduce customer turnover and improve call coaching and compliance

Video Library

AI Coaching Demo

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.

Webinars

Cresta Opera: Supercharging your contact center with no-code AI

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.

Press Releases

Unicorn AI Startup Cresta Adds Veterans to Leadership Team

"Scott and Adam bring decades of customer engagement experience to Cresta at an important time for our company," said Zayd Enam, CEO of Cresta.

Blog

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.

Video Library

Smart Compose and Suggestions for Chat Demo

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.

Blog

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.

Video Library

Auto Note Taking & Summarization Demo

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.

Blog

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!

Video Library

Knowledge Assist Demo

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.

Blog

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!

Webinars

Assisted automation: The end of after call work is here

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.

Media Coverage

09/07/2022

How Contact Center AI Helps Create More Efficient Agents and More Satisfied Customers

CEO & Founder, Zayd Enam, discusses contact center AI and the value it brings to the hospitality industry.

Media Coverage

08/31/2022

How A.I.-Powered Voices Could Transform Customer Service

Inc. cited Cresta’s data on contact center turnover and highlighted the positive impact of conversational AI on customer experience.

Media Coverage

08/10/2022

Cresta Co-founder and CEO Zayd Enam on Using AI to Empower People to be More Productive

CEO & Founder, Zayd Enam, sat down with Ishani Ummat from Madrona Ventures to discuss the innovative work happening at Cresta.

Blog

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

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

Media Coverage

08/02/2022

Cresta brings more AI-powered insights and chatbots to the contact center

Cresta announces additional AI-driven tools to enable smarter business insights and better outcomes.

Webinars

Summer ‘22 product release webinar – Powering insight to action

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.

Press Releases

Cresta Expands Vision for Real-Time Intelligence

Introduction of Insights and Chatbot products and updates to Director and Agent Assist enables a new era of contact center productivity.

Blog

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.

Blog

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...

Media Coverage

07/05/2022

No Room for Lazy AI in Contact Centers, Says Cresta CEO

Zayd Enam and Moshe Beauford discuss “Lazy AI” and how artificial intelligence can enhance the bottom line and increase agent productivity.

Blog

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.

Press Releases

Cresta recognized for Sales Readiness in Q2 2022

Webinars

Friday Five: CX right now

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.

Blog

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.

Webinars

You can’t spell retail without AI

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.

Media Coverage

06/07/2022

10 new AI unicorns flying high in 2022

Cresta has been included as one of Venture Beats 10 unicorns “flying high” in 2022.

Reports Library

Hot Vendors in AI for the Contact Center, 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.

Press Releases

Cresta Named “Hot Vendor in AI for the Contact Center”

Media Coverage

05/31/2022

Where Does AI Go Next?

Asheem Chandna & Saam Motamedi, Partners at Greylock, discuss the immediate implications of AI for sales and customer service centers.

Blog

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...

Blog

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...

Press Releases

Why Isn’t New Technology Making Us More Productive?

Cresta is featured in The New York Times for its ability to drive productivity and results for customers like CarMax.

Video Library

Cresta Agent Assist Overview

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.

Ebooks Library

Driving high-end retail with AI

Learn the 8 Ways Retail Contact Centers Are utilizing artificial intelligence to improve customer experiences and Sales.

Video Library

Cresta Director: Real-Time Visibility for Managers

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.

Press Releases

Cresta Named to CB Insights 100 List of Innovative AI Startups

CB Insights named Cresta to its annual AI 100 ranking, showcasing the 100 most promising private artificial intelligence companies in the world.

Blog

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.

Video Library

Cresta Agent Assist: Real-Time Coaching

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.

Video Library

Holiday Inn Club Vacations

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.

Video Library

Blue Nile Drives Better CX with Cresta

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.

Blog

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.