State of the Agent Report 2024: GenAI’s Rise in the Contact Center – See the full report
Join us for an insightful webinar where we'll explore how Cresta’s Agent Assist functionality can revolutionize the way your team works.
Dig into CX analytics and understand how transforming raw customer data into actionable insights is empowering contact centers to not only meet but exceed customer expectations.
In this blog post, we explore the power of quality management to elevate contact center operations, the essential features to look for in contact center quality management software, and the role of advanced technologies like AI in transforming quality management processes and mindsets.
Join us for an insightful webinar where we unveil key findings from our latest report, based on a survey of 1,000 U.S. contact center agents, that reveals how AI is transforming their work environment.
Contact centers, the frontline of customer interaction, are critical enablers of a super experience and speech analytics software is an increasingly vital tool in the contact center arsenal. Learn how speech analytics software can turn customer conversations into actionable insights in this blog post.
In this blog post, we'll delve into the intricacies of workforce engagement management (WEM), explore its benefits, and understand how it can be leveraged within contact centers for a competitive advantage.
Why do companies need PII redaction software? Get a deep dive into everything you need to know to make the right decision
We analyzed tens of thousands of conversations across Travel, Hospitality, and Financial Services to better understand AHT benchmarks in contact centers across three different industries - Travel, Hospitality, and Financial Services - and to explore how AHT impacts and intersects with revenue.
Get a deep dive on customer sentiment analysis and exactly how to leverage it to drive success in the contact center.
Learn how Snap Finance went from limited understanding of agent performance to 100% quality assurance processes with Cresta AI.
Learn how contact centers can enhance interactions with customers while optimizing business outcomes through contact center speech analytics
Customer service agents actually see a silver lining in AI, not just dark clouds. At least two new studies indicate agents believe generative AI will enhance their jobs and not eliminate them.
In this report, we share a deep dive into research on how contact center agents genuinely feel about the use of generative AI in their day-to-day lives. You’ll learn why agents are more accepting of AI than it may seem, and which applications are most impactful.
Do you know how powerful customer experience analytics can be in shaping raw data into actionable insights? Learn how in this guide.
United Airlines has transformed agent productivity and the customer experience through Cresta's AI-powered Agent Assist - learn how!
The AI visionary highlights three misconceptions that contact centers – and the broader business – have over implementing GenAI
Get a download of everything you need to know about contact center call recording software and its benefits in the contact center.
Join three industry-leading Cresta customers, Brinks, CarMax, and Cox Communications, as they share every part of their journeys to transform their contact center operations with generative AI.
This report explores how generative AI goes far beyond simply automating the contact center, and instead elevates the full operational scope of the contact center. You’ll learn where generative AI can have the most impact, and how to nimbly navigate these changes to your organization.
Learn how Cresta's industry-leading transcription technology works, and why it's critical to the success of the contact center
Download our new ebook to learn about four benchmarks that will help contact center leaders think outside of the box about driving operational efficiencies and lasting growth.
What is conversational intelligence and why does it matter to the contact center? Learn why and how conversational intelligence is transforming the modern contact center in our comprehensive guide.
Reinvent the contact center, with enterprise-grade generative AI. Pinpoint the true drivers of performance, dramatically cut costs with targeted automation, and empower every employee to work smarter and faster with AI-native co-pilots, quality management, and coaching - all trained on your data. Learn why the world’s leading contact centers trust Cresta’s end-to-end generative AI platform.
Learn 6 actionable tips for contact center agent performance management - and how to see results across your organization.
Join us in a recap of our exhilarating week at CCW 2024 - hear about the customer sessions at our booth, many demos, and more!
One way to find out where AI is heading: follow the money. Here’s our analysis of the AI application providers attracting the most attention and funding.
Learn about how AI and digital messaging are transforming customer service, the benefits, and how Cresta's capabilities play a role
Read our webinar recap to learn about the three primary drivers of customer experience and how that drives ROI, with insights from Forrester Senior Analyst Christina McAllister.
Cresta will be at CCW 2024 this year at Booth 609! Come hear from Mutual of Omaha and United Airlines on genAI for the contact center.
Join Cresta experts as they dive into how key metrics and the way they’re measured are changing in the contact center. You'll learn four key benchmarks that all contact center leaders should be tracking and how to drive success with your team.
Download our new ebook to learn more about the service-to-sales motion in contact centers, and how generative AI enables this revenue-generating strategy.
Snap Finance harnesses the power of data to empower consumers of all credit types to get the financial flexibility they need.
Learn more about AI copilots and how crucial real-time agent assist is to improving efficiency and driving employee engagement in the contact center.
Download our new ebook to learn more about the service-to-sales motion in contact centers, and how generative AI enables this revenue-generating strategy.
Download our new ebook to learn how to turn great customer service in the contact center into revenue growth with generative AI
Read on to find out why Cresta has been named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024.
Learn why Forrester has named Cresta a leader and innovation juggernaut in the Forrester Wave: Real Time Revenue Execution, Q2 2024
Cresta has been named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024 report, which evaluates 10 vendors across 31 criteria. Download your complimentary copy of the report today.
Join us for a data-driven conversation with guest speaker Christina McAllister, Senior Analyst at Forrester Research. We’ll explore how human-in-the-loop AI in the contact center can be used to unlock the full potential of every agent, with wide-ranging benefits to both CX and operational efficiency.
Learn about how Cresta is leveraging fine tuned LLMs to power knowledge assist, summarization, and chat suggestions in this latest post on our foundation model, Ocean.
Meet Rich Wang, Director of Professional Services at Cresta. Learn what a day in the life looks like for him, how he approaches customer success, and why he chose Cresta.
Banzon brings 10+ years of AI and go-to-market experience to Cresta
Cresta leadership update: Please join us in welcoming Russell Banzon, new Chief Marketing Officer, to the Cresta team.
Learn why Cresta has been recognized for the 3rd time on the Forbes AI 50 list of top artificial intelligence companies
Get the details on Cresta's 2024 spring release, full of new advancements that are built to drive powerful business outcomes & agent efficiency.
Explore the Forbes Artificial Intelligence 50 List of 2024, in partnership with Sequoia and Meritech Capital, spotlighting promising AI-driven businesses.
Learn best practices for assessing and implementing generative AI in financial services.
Learn about how leading companies are deploying automated quality management in their contact centers to drive transformation.
Acqueon and Cresta have pooled their resources to launch a solution with the power to unlock “a new tier of AI-enabled customer engagement technology.” Let’s take a closer look at the tech and see whether it lives up to its “new tier” billing.
Unlock the power of service-to-sales transformation in contact centers with insights from Robin Gareiss and James Russell. Learn to assess readiness, leverage data, and implement actionable strategies. Join the webinar for key market trends and practical tips.
Learn three key considerations any organization should reflect on before deploying AI for customer care in a successful way
Unlock better agent performance and increase operational efficiency at scale with AI that understands the content and context of every conversation.
Cresta’s AI instantly auto-scores every conversation for compliance and performance with precision accuracy. Unlock targeted agent coaching that actually drives results, while dramatically cutting QM costs.
Cresta discovers agent behaviors, connects them to business outcomes to pinpoint what really matters, and surfaces specific coaching actions for every agent, so supervisors can coach with confidence.
Learn why Cresta is recognized by Business Intelligence Group for delivering innovative knowledge management solutions to its customers
Brinks Home™ is one of the largest home security and alarm monitoring companies in North America. They sought to streamline and transform call center operations and substantially improve the agent experience and QA processes. Supported by Cresta’s team, Brinks Home was able to seamlessly integrate Cresta within their various contact center solutions, including their legacy on-premise technology.
Learn how Brinks Home partnered with Cresta's real-time generative AI platform to save time, streamline workflows, and cut costs.
Explore the transformative impact of AI on contact center employees in CCW Digital's Market Study, sponsored by Cresta. Gain insights into employee sentiments, essential skills, and challenges faced by supervisors.
Learn how the relationship between generative AI and big data is poised to transform the way financial institutions operate, interact with customers, and drive growth
Cresta recognized as an industry leader in innovative artificial intelligence solutions for the contact center
Read on to learn why Cresta has been recognized as a 'Rising Star Organization' by the 2024 CX Awards, which recognizes CX tech innovation.
Cresta provides 100% visibility into every customer interaction, and leverages generative AI and machine learning to tackle the complexities of large-scale operations.
Learn how Vivint has transformed performance management and QA, powered by Cresta's real-time generative AI.
Join Analyst Sheryl Kingstone from 451 Research, and Scott Kolman, CMO of Cresta as they talk about the impact of generative AI on customer care and how companies can successfully navigate AI adoption.
Embark on a profound exploration of Enterprise AI in Opus Research's white paper, delving into the transformative landscape of 2024. Uncover the intricate evolution of AI, witness organic enterprise deployments, and navigate the ethical considerations of responsible AI practices. Opus Research sheds light on the nuanced dynamics, emphasizing the human-centric change management crucial in this era of technological disruption.
Watch Veronica Semler, VP of Member Servicing at Oportun, and Adam Walton, Chief Customer Officer at Cresta, discuss how Cresta's solutions fueled Oportun's transformation journey, optimizing agent performance and unlocking insights from member conversations.
Take a close look at Cresta’s front-end (FE) architecture: how the main FE repository is structured, our build and deployment processes, and our approach to code generation.
Cresta recognized for helping organizations reimagine their customer service experiences in 2023
Learn why Cresta has been awarded Five9's VoiceStream Innovation Partner of the Year for the second year in a row, and what our winning partnership looks like for joint customers.
Read on for an introduction to Cresta's approach to responsible AI, and the four key pillars underpinning our process.
This document outlines Cresta’s commitment to ensuring fairness, transparency, privacy, quality, and risk mitigation as we develop and deploy generative AI for the world’s leading contact centers.
To clarify the value of generative AI in improving customer experience, Metrigy Research explored Generative AI’s Role in Rapid Advancement of CX in a recent whitepaper. We’ll highlight some of the report’s key insights to support your CX journey.
Discover Cresta's commitment to responsible AI practices shaping the future of customer interactions in leading contact centers. Join us to explore how AI empowers customer experiences responsibly.
Cresta's Integrated Suite of Intelligent Products Recognized for Improving Customer Service
Companies that haven’t yet explored the use of generative AI could quickly find themselves on the wrong side of the gap between the technology haves and the technology have-nots. This report explores ways to keep ahead on CX advancements including: assisting agents with in-the-moment advice and surfacing insights for impactful business outcomes.
Today, we share an update to Ocean-1: A small 7B Ocean model beats GPT-4 in retrieval-augmented generation (RAG) while being 100x more cost-effective.
Is it better to build your own generative AI solution or to partner with an AI provider? Let's explore both sides of the debate to clarify the best path forward.
To help cut through the AI hype, call out common misconceptions, and offer predictions for AI in 2024, Cresta recently co-hosted a discussion with Opus Research, bringing together perspectives from leading industry experts on what lies ahead.
Unlock the power of AI in your contact center! Explore strategies for exceptional employee experiences and unparalleled customer satisfaction in this latest whitepaper by Frost & Sullivan. Discover how AI revolutionizes agent performance. Download now for transformative insights.
This 'Harvard Business Review' article draws on research comprising studies of specific generative-AI projects and broad analyses of how the technology will affect tasks and jobs throughout the economy.
This year saw the rise of new intelligent capabilities for contact centers to support human and virtual agents in their abilities to deliver effective answers and services faster.
There’s a particularly compelling opportunity to fundamentally reimagine coaching and QA functions using generative AI. Learn how Vivint, a leading provider of home security systems, has evolved in these areas thanks to Cresta.
For revenue-generating and service-to-sales contact centers, personalization is no longer a nice-to-have. We'll explore 4 ways to scale personalization in the contact center.
Your contact center’s security may be vulnerable, and that’s a bigger (and more costly) problem than ever before.
Value-add gamification is a compelling opportunity in the contact center. But how do you get a true reflection of your conversations without employees gaming the system?
Unlock the future of AI with Opus Research and Cresta! Explore top AI predictions for 2024, unravel the crucial role of data, decode the true costs of AI, and navigate external challenges. Elevate your business in the post-transformer era—reserve your spot for an insightful webinar!
One of the most remarkable abilities in large language models (LLMs) is to distill extensive and complex information into concise, coherent, and meaningful summaries.
The no-code command center for building AI driven rules that power coaching, QA, and real-time agent assistance
Enhanced solutions empower contact center leaders to turn data-driven decisions into better customer outcomes with AI
Our Fall 2023 Release leverages state-of-the-art generative AI to transform contact center operations with enhancements to Knowledge Assist, Outcome Insights, and Opera.
Explore the future of contact centers in our exclusive webinar! Discover Cresta's game-changing generative AI, transforming agent coaching, QA, and reshaping the industry. Hear real success stories and stay ahead of the revolution – reserve your spot now!
In light of lackluster financial performance, telcos are increasingly unbundling their operations, and dealing with complicated dilemmas that emerge in the fallout. We’ll explore what those challenges look like, and outline how telco leaders can drive greater value from their ServCos.
It’s impossible to overstate the value of positive customer experiences, but businesses are clearly struggling to crack the code on quality care. Fortunately, generative AI can demystify care and help contact centers deliver the experiences customers crave.
For most managers, traditional coaching is time consuming, monotonous, and not all that effective. Let's explore where coaching goes wrong, the enterprise-wide impact of lackluster coaching, and what you can do about it.
Cresta is identified for strengths in omnichannel, real-time coaching, and more.
The enterprise coaching market has quietly emerged as the need to automate the process of live and post interaction coaching is now apparent. Enterprise Coaching the most popular in Sales and Contact Centers but it is not limited to those roles. In Aragon's first Enterprise Coaching Globe, they evaluate 15 providers.
Coaching is a long-established best practice for managers hoping to drive agent performance, but traditional coaching is time consuming and labor intensive, making it difficult for supervisors to effectively coach even a small team of agents — let alone scale coaching to entire contact centers.
The telco and communications industry is facing a multitude of challenges. Cresta’s generative AI platform drives real business results in every interaction.
Cresta’s CTO and co-founder, Tim Shi, recently discussed the impact if AI on revenue generating contact centers with analyst Jon Arnold. Here are highlights from that discussion.
Dive into the heart of enterprise communications with Cresta and EM360! This exclusive webinar features insights from Analyst Jon Arnold and Tim Shi, Co-Founder and CTO of Cresta. Explore innovative revenue strategies, exceptional user experiences, and the hottest opportunities in the contact center industry.
The "US Customer Experience Decision-Makers' Guide (2023-24 – 6th edition)," a pivotal annual report dissecting the CX strategy, performance, operations, and technology landscape of organizations in the United States. This report is the result of extensive research, where 187 senior CX and customer contact professionals participated in a detailed structured questionnaire between June and August 2023. Their responses form the backbone of this authoritative study, providing valuable insights into the industry's pulse.
For sales-focused organizations, generative AI represents an exciting opportunity — if properly leveraged.
IA40 Summit in Seattle October 10th & 11th Celebrates the 2023 Winners Innovating with AI and Generative AI
If you suspect that your post-call solution isn’t providing the level of benefit it should be, you’re probably right.
This new hardphone integration enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
New offering brings cloud functionality and generative AI to on-premise contact centers
Cresta’s CMO, Scott Kolman, recently caught up with CMSWire to discuss the generative AI buzz, the skepticism ingrained in traditional businesses like contact centers, and more
In a volatile post-pandemic world, hospitality contact centers are in need of repeatable success. Cresta’s generative AI platform combines deep insights, intelligent automation, outcome-oriented coaching, and real-time interaction guidance to drive real business results in every interaction.
Learn why generative AI is transforming the way that a leading travel and hospitality company is driving revenue and conversions.
In this webinar recap, learn more about Cresta's evolving approach to identifying the key outcomes that bridge the performance gap.
Cramer was most recently an executive at Gong and Dynamic Signal
Learn how Cresta's CS team gave back with a volunteer day in honor and memory of our coworker, Alfredo Dominguez.
Cresta has been named a ‘Strong Performer’ in The Forrester Wave™: Conversational Intelligence for Customer Support, Q3 2023
Join Cresta’s CMO, Scott Kolman, and Forrester’s Research Director, Seth Marrs for an exclusive and groundbreaking webinar that delves into the transformative world of generative AI and its profound influence on modern contact centers.
Cresta analyzed over 6M conversations to determine how often contact center agents are following real-time prompts from Cresta to perform certain behaviors. We then calculated the KPI impact of following these behaviors at the right time. Read on to learn about how this impacted three leading businesses.
John Donovan, prior CEO of AT&T Communications, shares his c-level insights on deploying large language models in the enterprise.
Learn about the pros and cons of public and private large language models and why that matters in the modern contact center.
We analyzed over 6 million conversations to explore key selling behaviors and the importance of a tailored, three-step approach that not only closes the sales performance gap, but drives successful outcomes. Watch this webinar to learn more!
In our latest ebook, Cresta analyzed 6M+ conversations to determine the outcomes that are driving sales performance in the contact center.
Julian Tiongson, Manager of Product Marketing at Five9 interviews Chris Reese, Director of Customer Value at Cresta at CCW 2023.
Learn more about how Cresta and Five9 partner together to deliver exceptional customer experiences in the contact center.
In this ebook, we’ve analyzed over 6 million conversations to deliver new insights on the types of outcomes that result from contact center agents adhering to key behaviors - ultimately allowing for the creation of a more concrete, repeatable, and ultimately, predictable playbook.
Join Cresta CTO, Tim Shi, Cresta VP of Marketing, Scott Kolman and John Donovan, former CEO of AT&T Communications, for a webinar on how public language models and private custom data models differ, coexist, and transform the enterprise.
“The Inner Circle Guide to Next-Generation Customer Contact” is a research report digging into the tech revolutionizing contact centers.
“The Inner Circle Guide to Next-Generation Customer Contact” is a contact center and CX research report based on surveys with over 400 UK & US organizations and 1,000 customers from each country. Download the report to learn more.
Contact centers were primarily used to drive customer support goals but recent years have seen businesses using contact centers to impact actual sales journeys: Scott Kolman, CMO At Cresta comments on these changes.
Cresta participated in CCW 2023, learning and educating attendees on how our generative AI-powered products transform the contact center.
Harnessing Generative AI for unparalleled customer support for chat
AI-enabled apps are increasing significantly; companies are forging ahead with adding all types of AI capabilities to CX apps because of the substantial benefits. Make sure your generative AI plan is ready to go.
We’ve created Ocean-1, a foundation model for the contact center. This large language model is the culmination of our experience in deploying generative AI systems for large enterprises and signifies our latest milestone in advancing the cutting edge AI technology for customer facing conversations.
Take the guesswork out of chatbot automation for the contact center. Cresta Virtual Agent helps you discover conversation reasons and behaviors, and automate conversations by leveraging Large Language Models (LLMs) – the same generative AI technology behind revolutions like ChatGPT.
Learn how to use ChatGPT to diagnose revenue opportunities in this latest post from Cresta's co-founder and principal data scientist.
Aired on June 2, 2023 - Cresta CEO Ping Wu: "Our goal is not to replace agents our goal is to make them better at their jobs and more efficient and more productive."
To better understand operational shifts and determine how they affect customer service and sales teams across industries, Cresta commissioned a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises.
Why do enterprise businesses need a generative AI-powered post-call solution? We explain why - and how - in today's webinar recap!
Cresta has appointed the former Google AI executive Ping Wu as its new CEO.
Wu to leverage extensive AI experience to spearhead new contact center product innovation and drive growth
Riding years of economic tumult, collections teams are grappling with market trends that amplify the existing challenge of performing their work.
In this webinar from Thursday, June 15th, 2023, Cresta's VP of Marketing, Scott Kolman, and Metrigy's CEO & Principal Analyst, Robin Gareiss discussed the key findings of a recent study done by Metrigy with more than 600 companies to understand how they use advanced technologies for better customer interactions.
As AI continues to revolutionize industries, CEOs are discussing how to integrate this new superpower. They are also considering important questions around data privacy, competition, cost, accuracy, and speed.
Generative AI plays a critical role in supporting collections teams as they navigate a complex regulatory environment and growing volume, enabling better compliance and enhanced performance despite the external factors at play.
In this article, we aim to shed light on the recent advancements in generative AI and provide a view of how the future AI technology stack will unfold.
Deepen policyholder trust and loyalty with each interaction. Reduce compliance infractions and costly productivity loss. Uncover valuable right-sizing opportunities. Scale efficiency and best practices to new and seasonal representatives. Do it all in real time.
Macro trends affecting the collections industry today and the key strategies that collections contact centers should be looking to deploy to stay ahead amid these seismic shifts.
Join us for a webinar on the critical role of a post-call solution in increasing agent effectiveness and driving business success. Learn how it can bridge performance gaps, provide insights, and ensure consistency through real-time coaching.
Real-time coaching can fundamentally change the contact center. But it will especially impact two types of contact center agents. Read on to learn more!
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits. Read on for best practices on implementing and deploying this technology most effectively.
Cresta fielded a survey of 300 sales and service-to-sales leaders who run revenue-generating contact centers at large enterprises. Here is a sneak peek at just three of the findings from our new report.
Cresta surveyed 300 sales and service-to-sales leaders to understand how they are navigating industry-wide changes, adopting new best practices, and preparing for the future.
Learn more about Cresta's Post-Call solution, which increases agent effectiveness through outcome-oriented coaching and business insights.
Read on for an update from Cresta's leadership on what's to come in Cresta's bright future.
Learn more about how Cresta integrates with AWS to improve our shared customers' experiences.
04/04/2023
Generative AI technology in contact centers is changing the customer experience for good and companies are reaping the benefits.
Cresta VP of Product & Engineering offers insights on the true impact that generative AI is already having on customer-related operations in McKinsey webinar.
Discover how sales leaders in various industries are pivoting towards revenue generation, the best practices they have adopted, and the universal challenges they face. Whether you're a seasoned sales leader or new to the field, register now to secure your spot and explore the future of revenue-generating contact centers.
Transform your collections strategy with the power of generative AI in the contact center.
Retain more customers, more efficiently using generative AI assists and insights.
Increase agent effectiveness through outcome-oriented coaching and business insights
Cresta centralizes and amplifies the knowledge, insights, and coaching your contact center needs to reach peak performance. Our products seamlessly work together to close the gap between insight and action and unlock each team’s superhuman abilities.
Cresta helps airlines achieve stable success in a turbulent market. With a Real-Time Intelligence suite designed to drive business results, the sky's the limit.
Cresta’s Real-Time Intelligence suite helps financial businesses unlock growth, deliver better customer experience, and ensure compliance — all while helping managers and agents work more efficiently and effectively.
Deepen policyholder trust and loyalty with each interaction. Reduce compliance infractions and costly productivity loss.
A set of AI-powered solution bundles focused on specific use cases. The solution bundles are intended to help you better discover the capabilities Cresta provides and to help you get started quickly.
Drive efficiency and business outcomes through intelligent automation and generative AI.
A key benefit of Cresta is the power of our underlying AI platform - the Real-Time Intelligence Platform - which takes advantage of the latest research and advances in conversational AI, large language models, natural language understanding, and more.
With Cresta's Auto Summarization & Note Taking, say goodbye to tedious tasks and After Call Work that are slowing down your agents.
Cresta’s Knowledge Assist gives agents seamless access to the information they need to resolve customer issues quickly.
Cresta’s AI-driven Agent Assist uses real-time coaching and guidance to help agents expertly navigate customer conversations. With Agent Assist, agents get the support they need to deliver business outcomes and world-class CX.
With Cresta Insights businesses can extract customer insights from conversational data and instantly take action.
How AI-driven real-time coaching stops the revolving door of agent attrition, increases productivity, and improves CX
Maximizing sales and customer value with AI in Health Insurance - Four strategies to drive sales and customer value
Retail has been transformed by the rise of digital channels, and the growing importance of customer experience. This is where Cresta’s AI-driven Real-Time Intelligence comes in.
Cresta co-founders and CMO explore the real ways that generative AI will impact the contact center and all of the many ways contact centers stand to benefit from AI adoption in this webinar replay.
Cresta announced the introduction of several new solutions and enhancements to its Cresta Real Time Intelligence Platform, a comprehensive portfolio of AI-powered products and solutions that seamlessly work together to help organizations grow revenues and retain customers.
Learn about the latest solutions and enhancements to Cresta's real-time intelligence platform, powered by generative AI.
Cresta, a leading provider of generative AI for the contact center, announced today that Business Intelligence Group has named the company a winner in its Artificial Intelligence Excellence Awards program
Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.
The 2023 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
ChatGPT, a cutting-edge Generative AI model, is transforming contact centers as they migrate to the cloud. Cresta, a leader in the field, invites you to join their discussion on how this technology can be deployed effectively, its impact on the future of contact centers, and its human implications.
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
Cresta Opera is the first no-code solution that lets anyone build powerful, flexible and dynamic AI powered logic in just a few clicks.
02/14/2023
Greylock Partners General Partner Saam Motamedi joins Ed Ludlow to discuss how likely Microsoft's AI-powered Bing search engine is to take over Google. Plus, his thoughts on AI investing trends and the state of the VC ecosystem. (Source: Bloomberg)
