Resources

Driving High-End Retail With AI

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

Cresta Named to the 2022 CB Insights AI 100 List of Most Innovative Artificial Intelligence Startups

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

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.

Stop the Revolving Door: Reducing Attrition in the Contact Center

Industry veteran and former contact center executive Brittany Bell and Cresta's Head of Product Marketing Osman Javed discuss how to reduce agent attrition and ramp time in your contact center.

CX Leaders: Trends & Insights Report

The Execs In The Know, CX Leaders — Trends & Insights: 2021 Corporate Edition, sponsored by Cresta, is designed to provide a wide-lens view of the customer experience industry, touching on many topics, including consumer preferences, CX strategies, best practices, and more.

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.

Cresta Now Available as a Genesys Premium AppFoundry Application

Cresta’s powerful AI platform combines with Genesys Customer Experience Platform to further enable real-time intelligence in the contact center.

Five9 Partners with Cresta to Deliver AI-Driven Real-Time Intelligence

Cresta and Five9 Announce Real-Time Integration Powered by Five9 VoiceStream.

Tiger Global Backs Cresta’s Real-Time Intelligence as Company Value Quadruples

Tiger Global Leads Series C, Genesys, Five9, J.P. Morgan and Zoom Join the Investment Round.

The CX Game Changer

The contact center is the front door of your business and the relationship between your customer and your agent has never been more important.

Series C Announcement: 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.

Cresta Wins Most Innovative Product at the 2022 CX Awards

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.

Beating the Great Resignation: Cresta’s Attrition Report Shows How AI-Driven Coaching Benefits the Contact Center Agent Lifecycle

Cresta Insights Report: Reducing Ramp Time & Agent Attrition In Contact Centers

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.

Agent Assist as a Service for Contact Centers: Real-Time Coaching Is Just the Beginning

See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.

Cresta Welcomes Jared Lucas as Vice President of People

Cresta adds strategic human resources leader with passion for building high-performing teams.

Cresta Named One of the Top 40 Intelligent Applications for 2021

Goldman Sachs and Madrona Venture Group Sponsored Report Identifies Cresta as a Leader with AI-Driven Real-Time Coaching for Contact Centers

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.

5 Steps to Close the Contact Center Performance Gap

What is inconsistent agent performance costing your contact center each year?

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.

Shifting Customer Care from Cost Center to Value Center

We are seeing a shift in the role customer care teams play across the customer journey. Care teams are shepherds of customer experience and are fast becoming the key to unlocking top-line growth.

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.

Driving Real-Time Conversation Intelligence in Contact Centers & Sales

Learn how Conversation intelligence is helping organizations unlock business insights, modernizing legacy workflows, and enabling adopters to outpace their competition.

What is Conversational AI? And How Does it Help You 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.

The ROI of Real-Time Agent Guidance

Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.

Closing The Sales Performance Gap

We looked at over 340,000 sales conversations to identify what set top performing salespeople apart from their peers.

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.

Cresta Welcomes Google Contact Center AI Co-Founder As Market Reaches $26B in Spending

AI Pioneer Ping Wu Joins as Vice President of Engineering and Product to Accelerate Technology Roadmap and Innovation

Average Handle Time Isn’t Sexy But It’s Still 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.

Cresta recognized in Forrester’s New Tech: Conversation Intelligence For B2B Revenue, Q3 2021 report for Real-Time Coaching and Management.

Cresta recognized in Forrester’s New Tech: Conversation Intelligence For B2B Revenue, Q3 2021 report for Real-Time Coaching and Management.

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.

Building ML to Make Humans More Effective

It’s one thing to add machine learning and artificial intelligence features to an existing software platform. It’s quite another to build an entire company around machine learning technology, and to provide practical, everyday value to enterprise organizations.

Cresta Announces Appointment of Michael Parker as Chief Marketing Officer

Former Armis executive joins Cresta to accelerate marketing and momentum in the contact center marketplace

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 Listed in Forrester’s Now Tech: Conversation Intelligence, Q2 2021 Report

Cresta AI, has been listed in Forrester's Now Tech: Conversation Intelligence, Q2 2021 Report. Read the report now!

Cresta’s Summer ’21 Release Shifts Customer Care from a Cost Center to a Value Center

Cresta's latest release uses its Expertise AI to help customer care teams move faster and drive top-line growth.

Cresta’s Summer ’21 Release

Taking Customer Care from a cost center to a value center

Quantifying The Performance Gap

We looked at over 100,000 customer conversations to quantify the gap between top and bottom performers. This report outlines our findings and steps you can take to start closing your Performance Gap today.

How Science Fiction Inspires Human-AI Collaboration at Cresta

AI shines best when it's collaborating with humans.

Moving the Middle: 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

Cresta Named On Forbes AI 50 2021: America’s Most Promising Artificial Intelligence Companies

Why Real-Time Artificial Intelligence?

Creating engaging and satisfying customer experiences can be challenging for even technically sophisticated contact centers

Verizon, Google, and Stanford Luminaries Join Cresta’s Strategic Advisory Board

Cresta, the Expertise AI provider to the enterprise, today announced key appointments to its Strategic Advisory Board

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.

These Stanford AI Lab Dropouts Raised $50 Million To Improve Conversations

In June 2017, Zayd Enam had just presented research in a team meeting at Stanford’s AI laboratory when the doctoral student was pulled aside by his professor.

Sequoia, Greylock, and a16z Back Cresta’s Expertise AI as Growth Quadruples

Cresta, the Expertise AI provider to the enterprise, today announces the closing of its Series B fundraising round of $50 million, led by Sequoia Capital with participation from Greylock Partners, Andreessen Horowitz, Allen & Company, and Porsche Ventures.

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.

Suggestions Director

How Cresta empowers contact center managers to improve AI suggestions by giving feedback in plain English.

Introducing Cresta for Voice: Expertise-AI for Phone-Based Sales and Service

Using AI to improve voice-based customer conversations and make Earthlink’s award-winning customer service teams even better.

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 NPS with Cresta

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

Innovation At Work event by The Economist: Does AI mean the end of jobs as we know them?

Hello, my name is Sebastian Thrun and I have the great pleasure and privilege to be with Zayd Enam, the CEO of Cresta. Hi, Zayd 

A Modern Approach To Improving 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

Porsche Ventures Invests in Leading AI Company Cresta, Plans Rollout on Digital Platforms

Additional improvements and features on Porsche Connect will be the first touchpoint to benefit from the investment

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.

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

2020 is the crucible every enterprise software vendor needs to prove how resilient their apps & platforms are, showing prospects why moving workloads and apps to the cloud need to happen now.

Announcing Cresta for Customer Service

Real-Time Assistance and Conversational Insights for Customer Service Teams

How a Fortune 50 SaaS Company Improved NPS by 19% in 5 Weeks

The Fortune 50 SaaS provider is on a mission to power prosperity around the world. Their intuitive web, mobile, and cloud solutions generate more money, more time, and more confidence for 50 million people globally. The SaaS provider has continuously innovated on their path to realizing this mission. For the SaaS provider, leveraging AI to unlock efficiencies is core to improving their customer experience.

Modernizing Contact Center Operations for Earthlink

In the world of Internet Service Providers (ISP), customer experience is key. ISPs deliver a mission-critical service to their customers and as a result, customers expect the service to just work. And when it doesn’t, service teams need to quickly and emphatically resolve customer issues or risk losing customers. Thankfully for Earthlink, customer satisfaction has been a strong suit, being ranked as 2020’s Best ISP in Customer Satisfaction by HighSpeedInternet.com.

Leading Brands Share Best Practices for Building High-Performing Remote Teams

More than $1 of every $5 was spent online in the second quarter of 2020, the highest e-commerce penetration on record. With consumers flocking to digital channels, customers are now interacting...

How to Drive Sales During Work From Home

Leading retailers have moved to virtual contact centers and sales teams, but what comes after connectivity?

Cresta named one of Gartners’ top 25 enterprise software startups to watch

2020 is the crucible every enterprise software vendor needs to prove how resilient their apps & platforms are, showing prospects why moving workloads and apps to the cloud need to happen now.

3 Keys for Creating Understandable 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.

Helping a Leading Retailer Sell From Anywhere

Mandatory store closures have left the retail sector especially hard hit by the COVID-19 pandemic. In light of store closures, a leading mattress manufacturer and retailer needed to quickly transition brick-and-mortar retail sales to online channels.

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...

How To Transition To A Remote Contact Center

In order to drive business continuity and preserve customer experience during COVID-19, we have seen contact centers quickly transition to remote work-from-home operations.

When contact changes: Our five lessons from transitioning to remote contact centers

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

Cresta Launches with $21M of Funding To Enable Office Workers to be Experts on Day One®

Cresta Launches with $21M of Funding To Enable Office Workers to be Experts on Day One®

Founder of Google’s Moonshot Factory and Udacity makes a big new bet

Founder of Google’s Moonshot Factory and Udacity makes a big new bet

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.”

AI startup Cresta launches from stealth with millions from Greylock and a16z

AI startup Cresta launches from stealth with millions from Greylock and a16z

Cresta named one of America’s most promising AI companies by Forbes

Cresta named one of America’s most promising AI companies by Forbes

How A Top Telecom Unlocked $13 Million in Revenue With Cresta

Cresta was enlisted by the third-largest telecommunications company in the United States. They provide digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer (BPO), which gave the telecom provider limited visibility into the live chat team's operations and performance. Without visibility, pinpointing strategies for improvement became extremely challenging. In came Cresta.

The creator of Google’s self-driving car project is now working to automate boring office functions

The creator of Google’s self-driving car project is now working to automate boring office functions

The Shape of Work to Come

The Shape of Work to Come

The Business of Artificial Intelligence

The Business of Artificial Intelligence

How Cresta doubled the sales conversion rate for a Top-5 SaaS Company

The company needed a way to get more value from their sales teams without sacrificing quality in their customer interactions or significantly altering the way their salespeople do business.