Cresta conducted a survey of 2,000 U.S. adults in November 2022 to better understand how Americans feel about engaging with virtual agents, and how these opinions may differ by geography and demographics. Here are our findings.
The 2023 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.
AI has crossed the inflection point for working with human language. The innovations around large language models has led to a Cambrian explosion of applications. We believe that, more than ever, the future contact center will be fundamentally built around AI.
ChatGPT, a cutting-edge Generative AI model, is transforming contact centers as they migrate to the cloud. Cresta, a leader in the field, invites you to join their discussion on how this technology can be deployed effectively, its impact on the future of contact centers, and its human implications.
Let's walking through some of key takeaways on how to foster rock-solid customer care and a best-in-class quality assurance program.
To better understand the state of agent attrition and how the agent lifecycle has evolved over the last few years, we looked at data from over 6,000 agents across nearly 4 million conversations.
Cresta Opera is the first no-code solution that lets anyone build powerful, flexible and dynamic AI powered logic in just a few clicks.
02/14/2023
Greylock Partners General Partner Saam Motamedi joins Ed Ludlow to discuss how likely Microsoft's AI-powered Bing search engine is to take over Google. Plus, his thoughts on AI investing trends and the state of the VC ecosystem. (Source: Bloomberg)
What’s behind Cresta’s all-in-one AI platform? How does it work and why is it different?
We discuss CCW's latest report on the role of personalization in customer service and revenue growth, and the need for 'smarter' tech in the contact center.
ChatGPT, a recently released Generative AI model, has taken the world by storm and sparked the interest of business executives. Its ability to generate fluent and useful text has understandably captured the attention of many leaders, across a wide variety of industries, looking to stay ahead of the curve.
Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.
Cresta has been named VoiceStream Innovation Partner of the Year by Five9, a leading provider of the intelligent cloud contact center.
Learn how Porsche is using AI to drive customer experience in an exclusive webinar with Porsche North America's Manager of Customer Care and Cresta AI's Customer Success Leader. Discover how to enhance your customer experience with AI by registering now.
Explore key trends impacting challenges in the insurance industry and critical strategies for success
01/18/2023
CRM industry insiders see plenty of opportunity for savvy operators.
With Cresta Insights businesses can extract customer insights from conversational data and instantly take action. Identify key trends, answer critical business questions, and uncover unknown unknowns, like why customers are calling in. Use these insights to make data-driven decisions and inform business and contact center strategy.
Cresta, the leader in real-time intelligence for the contact center, has been listed by Aragon Research, Inc in the "Innovator" section of the Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report. The report recognizes the leading providers using conversational AI technology to improve customer and employee experience.
Aragon Research, Inc has released their latest report, Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report, listing Cresta in the “Innovator” section. The report is the first of its kind as it specifically focuses on conversational AI capabilities and solutions targeted to the contact center.
This report covers 14 major providers in this market and reports specifically on their conversational AI offerings as well as some overall trends Aragon sees in 2023 and beyond.
Four trends continue to have tremendous impact on the intersection of contact centers and generating value in the insurance industry, and require a strategic and full response.
Join Cresta’s VP of Marketing, Scott Kolman, as he dissects the CCW study and walks through why it’s so critical to equip your contact center with real-time intelligence - and how to get there.
Explore key trends impacting challenges in the insurance industry and critical strategies for success
Through analyzing more than 340,000 inbound sales conversations across a variety of industries, we were able to uncover the key behaviors that top sales performers are doing, that most predict a value add for both customers and businesses.
With open enrollment – and peak volume for customer service calls – approaching, the company was seeking a solution to streamline their operations.
12/22/2022
AI and Customer Experience (CX) Will Become More Interconnected
12/27/2022
In honor of 2023, these are 23 top AI and ML predictions experts think will be spot-on for the coming year.
12/22/2022
Outlining the challenges facing retail contact centers in the holidays, and how technology is helping to navigate them
Aragon Research’s Hot Vendor Awards are a yearly opportunity to select and recognize companies across different markets that are ‘noteworthy, visionary, and innovative.’ Cresta has been specifically recognized in the category of AI for the Contact Center.
Cresta announced it has been included in the list of “Hot Vendors” in the 2022 report by Aragon Research, Inc.
Which contact center needs are most urgent? Which solutions should you prioritize? How will technology impact the role of agents? This market study has the answers!
Learn how Cresta brings no-code Artificial Intelligence to the contact center, making agents into top performers and supercharging revenue.
Join Cresta’s VP of WW Sales, Matthew Mulqueen and VP of Marketing, Scott Kolman, as they talk about the challenges facing Sales teams today and steps sales teams can take to elevate sales team performance.
Zoom customers can now maximize revenue generation, reduce customer turnover and improve call coaching and compliance
Cresta Agent Assist gives every agent their own personal AI-powered coach on every phone and chat conversation. That helps agents improve soft skills and follow proven best practices.
Join Cresta Product Manager, Jessica Zhao, for a complete overview of Cresta Opera and its easy to use, powerful capabilities to supercharge your contact center with automated coaching, immediate visibility, and self-serve management.
"Scott and Adam bring decades of customer engagement experience to Cresta at an important time for our company," said Zayd Enam, CEO of Cresta.
How can financial services leaders build better CX to foster a loyal customer base? In a complex industry growing more saturated, a few key opportunities to stand apart have emerged. We’ll outline the ways financial businesses can differentiate themselves, and highlight the ways Cresta can help. Read this blog post to learn more.
Eliminate repetitive tasks with polished, AI-generated responses that are based on the most common replies from your top agents. With a press of a button, quickly auto-complete sentences, saving agents up to 5 hours per week.
As customer service agents grapple with high volume and increased pressure, it’s harder than ever to perform well. Agents who are good at their jobs are happier (and vice versa) — happy agents are less likely to leave. But long ramp times and short tenure mean many agents only achieve proficiency right before churning. Read this blog post to learn more why contact center should want to make their agents happy.
Contact Center Agents spend a whopping one-third of call time on post-call activities, from writing notes and summaries to copy-and-pasting them into different applications. Meet Auto Summarization & Note Taking, and say goodbye to tedious tasks and After Call Work that are slowing down your agents.
When airlines leverage the power of real-time intelligence, they’re bound to see compelling results. Read this blog post to learn more!
Simplify knowledge management. Cresta Knowledge Assist unifies siloed knowledge bases into one powerful real-time experience. Our AI offers the right information at the right time, so contact center agents get the information they need to resolve customer issues fast.
Cresta’s Real-Time Coaching Platform helped Cox communications grow revenue per conversation by 30% and reduce ramp time by 2 weeks. Read this blog post to learn how!
Join this webinar to learn how Cresta’s Real-Time Auto Summarization & Note Taking automates away tedious tasks like post-call work so that agents can provide better service and move through calls more efficiently.
09/07/2022
CEO & Founder, Zayd Enam, discusses contact center AI and the value it brings to the hospitality industry.
08/31/2022
Inc. cited Cresta’s data on contact center turnover and highlighted the positive impact of conversational AI on customer experience.
08/10/2022
CEO & Founder, Zayd Enam, sat down with Ishani Ummat from Madrona Ventures to discuss the innovative work happening at Cresta.
Cresta and Five9: Teaming up to create the Intelligent Contact Center
08/02/2022
Cresta announces additional AI-driven tools to enable smarter business insights and better outcomes.
Join Cresta’s Product Team to learn how our Summer 2022 Release enables modern contact centers to move from insight to action and usher in a new era of contact center productivity while delivering a faster and better customer experience.
Introduction of Insights and Chatbot products and updates to Director and Agent Assist enables a new era of contact center productivity.
The Cresta Summer 2022 Release: An all-in-one AI platform for the modern contact center that makes it easy to go from insight to action in no time.
After Call Work is one of the biggest time wasters in the modern Contact Center. Agents spend a whopping ⅓ of call time on post-call activities...
07/05/2022
Zayd Enam and Moshe Beauford discuss “Lazy AI” and how artificial intelligence can enhance the bottom line and increase agent productivity.
Today, Cresta is excited to announce that we’re expanding our security compliance footprint with our recent achievement of TISAX compliance.
Join Cresta's Shannon Hitson and Brittany Bell as they discuss five tips that are empowering organizations to prioritize their initiatives, improve customer experiences, and recession-proof their business.
Introducing Omni Search and Guided Workflows. Now agents have everything they need to be a top performer on day one. No more searching for answers and workflows across knowledge bases.
Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.
06/07/2022
Cresta has been included as one of Venture Beats 10 unicorns “flying high” in 2022.
Retailers must rethink their contact center strategy to support the new normal of omnichannel selling by incorporating new technologies. Listen to the webinar to learn more.
05/31/2022
Asheem Chandna & Saam Motamedi, Partners at Greylock, discuss the immediate implications of AI for sales and customer service centers.
Most successful organizations track key performance indicators (KPIs) to make informed business decisions. Contact centers are no different...
When COVID-19 hit, social distancing and lockdowns forced us all inside. But this didn’t prevent us from requiring items with high purchase prices: diamonds for engagement rings, for example...
Cresta is featured in The New York Times for its ability to drive productivity and results for customers like CarMax.
Learn the 8 Ways Retail Contact Centers Are utilizing artificial intelligence to improve customer experiences and Sales.
CB Insights named Cresta to its annual AI 100 ranking, showcasing the 100 most promising private artificial intelligence companies in the world.
Maintaining high adherence scores can be challenging for even highly-sophisticated contact centers. There's a delicate balance between finding the right people, in the right areas, at the right time of day.
Introducing Cresta's Coaching Plans and Scorecards, a contact center's home for coaching and scoring. Managers can score conversations, monitor agent performance over time, and create data-backed coaching plans, all through a single console.
Gamification is the secret to some of the most successful contact centers. It encourages reps to achieve goals, motivates them to be more productive, and makes them feel more fulfilled in their roles. The happier the employee, the better the customer experience.
The Execs In The Know, CX Leaders — Trends & Insights: 2021 Corporate Edition, sponsored by Cresta, is designed to provide a wide-lens view of the customer experience industry, touching on many topics, including consumer preferences, CX strategies, best practices, and more.
Contact center leaders can use three simple but effective strategies to reduce agent turnover, improve agent well-being, and create a healthy and sustainable culture. Read the blog now.
Security of the Cresta platform is a core part of our strategy and competitive advantage. Cresta leverages GitHub in our software supply chain to ship secure code and cultivate a culture of security at Cresta.
Quality assurance (QA) is a key element of contact center performance management. But the QA process is far from perfect. Thanks to modern advances in AI, QA is getting a much needed uplift.
Cresta’s powerful AI platform combines with Genesys Customer Experience Platform to further enable real-time intelligence in the contact center.
Cresta and Five9 Announce Real-Time Integration Powered by Five9 VoiceStream.
Tiger Global Leads Series C, Genesys, Five9, J.P. Morgan and Zoom Join the Investment Round.
The contact center is the front door of your business and the relationship between your customer and your agent has never been more important.
Cresta announces its Series C funding of $80M at a $1.6B valuation. Cresta also discusses why the contact center is now the front door of your business, critical for customer experience.
Cresta furthers its commitment to security and privacy through the support for HIPAA compliance.
Cloning humans, while technically legal, is very, very not cool (ethically). But you can clone your top agent behaviors, 100% ethically, with AI-driven contact center training.
No matter how rapidly contact center AI (CCAI) evolves, it’s important to understand it remains tethered to an easily overlooked factor — transcription accuracy — and it's crucial to understand why.
Hear how Holiday Inn Club Vacations uses Cresta to help drive its Customer Obsession focus, improving customer experience, and helping managers provide better coaching.
Learn How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX.
Agent Assist as a Service for Contact Centers Real-Time Coaching is just the beginning. Real-time text and speech-based insights will be critical for better customer experience.
Learn the different methods Cresta's AI uses to understand the complexities of human conversation.
Hear Cresta's five observations about the contact center industry following this year's CCW Vegas Conference.
Hear how Blue Nile, the world's most trusted online fine jeweler, uses Cresta to drive better Customer Experience - and more sales.
See why Aragon Research is calling Agent Assistance the next frontier of the intelligent contact center, and how to get started with this technology.
Cresta adds strategic human resources leader with passion for building high-performing teams.
Goldman Sachs and Madrona Venture Group Sponsored Report Identifies Cresta as a Leader with AI-Driven Real-Time Coaching for Contact Centers
Demand for customer support continues to grow not only in size but complexity.
In contact centers, we’ve heard time and time again: the bedrock of customer exp
Employee churn isn’t new — but today’s businesses are experiencing never-before-seen attrition levels. According to the Bureau of Labor Statistics, employee turnover rates are at near-record levels across the U.S., including retail, healthcare, and the foodservice industry.
Increased sales, larger deals, greater retention –– the benefits of offering great customer experiences (CX) are many and well documented. But significantly less research has been conducted into the relationship between customer experience and employee experience (EX) in the contact center. In short, so much time and energy are focused on the benefits of pleasing customers we forget there’s a serious upside to pleasing agents. And this is a big miss for those in CX leadership.
What is inconsistent agent performance costing your contact center each year?
Cresta’s real-time coaching provides contact center agents with versatile coaching in-the-moment. By going beyond 1:1 coaching sessions and putting coaching into action during customer conversations, teams are able to unlock new levels of productivity.
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.
Like the call centers of yesteryear, modern customer service (CS) contact centers aren't known for being money makers for big brands. If anything, they're traditionally seen as cost centers, with a big focus placed on efficiency and cost savings. But CS leaders are challenging traditions as they continue to adapt to the pandemic rethink the contact center in the age of remote work.
Our performance gap analysis of almost 20,000 conversations from a Fortune 50 software company revealed that top performers had a 65% higher retention rate than bottom performers. And through our additional analysis of 70,000 conversations from a leading telecom company, we determined that the bottom quartile performers had 42% more churn per conversation and 48% more lost revenue per conversation. These discrepancies in our metrics represent massive opportunities for retention teams.
Unsurprisingly, these are three utterances that were completely absent from the 1.84 million customer conversations we analyzed from more than 15 contact centers to determine which swear words are most used by contact center agents.
We’ve identified a surprising gap in sales performance. We analyzed 340,000 sales conversations in Q1 2021 and discovered top performers generated $47 million in sales, compared to just $19 million by lower performers (~2.5x). So, what exactly made for such a huge gap between top and low sales performance?
In contemporary marketing, the phrase “at scale” usually means big or more. But in business, it’s becoming clear, post-pandemic, that more doesn’t always mean better.
For leaders working to bring about lasting change, the pandemic continues to exacerbate the challenges inherent to digital CX.
Learn how Conversation intelligence is helping organizations unlock business insights, modernizing legacy workflows, and enabling adopters to outpace their competition.
Only recently available at scale, conversational AI uses digital and telecommunication technologies to create a programmatic, intelligent way to converse with customers in an engaging and effective way.
Aberdeen Strategy & Research highlights how AI helps align agent performance with customer expectations.
We looked at over 340,000 sales conversations to identify what set top performing salespeople apart from their peers.
I was very impressed with what the Cresta team had accomplished and was also intrigued by the direct impact I can make on the company's top and bottom line.
AI Pioneer Ping Wu Joins as Vice President of Engineering and Product to Accelerate Technology Roadmap and Innovation
Free throws in basketball aren't sexy, but they're fundamental. Footwork in baseball isn't sexy, but it's fundamental.
Cresta recognized in Forrester’s New Tech: Conversation Intelligence For B2B Revenue, Q3 2021 report for Real-Time Coaching and Management.
The pandemic spurned a mass customer adoption of digital channels. Yet, despite (or perhaps because of) this mass adoption, 58% of customers surveyed in 2021 said they now expect more from customer service.
Migrate toGraphQL using the Apollo Client library to take advantage of advance GraphQL features.
It’s one thing to add machine learning and artificial intelligence features to an existing software platform. It’s quite another to build an entire company around machine learning technology, and to provide practical, everyday value to enterprise organizations.
Cresta's path to a robust API layer that allows us to support our 1st party usage and potential future 3rd party usage
Cresta AI, has been listed in Forrester's Now Tech: Conversation Intelligence, Q2 2021 Report. Read the report now!
Cresta's latest release uses its Expertise AI to help customer care teams move faster and drive top-line growth.
We looked at over 100,000 customer conversations to quantify the gap between top and bottom performers. This report outlines our findings and steps you can take to start closing your Performance Gap today.
AI shines best when it's collaborating with humans.
Every organization suffers from a performance gap between its top employees and the rest. This issue is as prevalent as ever when it comes to the contact center
Imagine if every employee performed like a top performer?
Today’s modern contact center provides critical touchpoints for a variety of customer communications. Whether it’s phone calls, texts, webchats, email, or social media channels, contact centers have evolved beyond
Creating engaging and satisfying customer experiences can be challenging for even technically sophisticated contact centers
Cresta, the Expertise AI provider to the enterprise, today announced key appointments to its Strategic Advisory Board
Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated
Facebook LinkedIn Twitter Nailing customer experience is tough. Every conversation, across every channel, counts. And while much in our lives has changed since the 1960s, the site of these customer conversations has not: the contact center.
In June 2017, Zayd Enam had just presented research in a team meeting at Stanford’s AI laboratory when the doctoral student was pulled aside by his professor.
Cresta, the Expertise AI provider to the enterprise, today announces the closing of its Series B fundraising round of $50 million, led by Sequoia Capital with participation from Greylock Partners, Andreessen Horowitz, Allen & Company, and Porsche Ventures.
At Cresta, we’re on a mission to enable everyone to be 100x as effective at work. And today, we’re excited to announce our $50M Series B round of funding.
Using AI to improve voice-based customer conversations and make Earthlink’s award-winning customer service teams even better.
Bringing Cresta's Real-time Expertise AI to phone-based sales and service teams.
We’re excited to share our Spring 2021 Release: The Sound of Expertise.
Cresta combines machine learning and cognitive psychology to drive behavior change at scale, transforming every agent into an expert agent.
Create a seamless customer experience that passes customers from expert chat bot to expert agent.
Learn more about Cresta’s compliance and security capabilities, including SOC2 Type II and SSO.
Cresta's Spring Launch is packed with new features and improvements to drive customer value and make our users happy.
Contact centers are operationally-complex and offer no shortage of challenges for managers and front-line workers.
Call centers have been flooded with an unprecedented amount of call volume since the beginning of the pandemic as customer
Hello, my name is Sebastian Thrun and I have the great pleasure and privilege to be with Zayd Enam, the CEO of Cresta. Hi, Zayd
With so many disruptions affecting workers, business leaders have a tremendous opportunity to
How we reduced our labeling cost and efforts by over 10x, while continuously pushing our accuracy benchmarks forward
Additional improvements and features on Porsche Connect will be the first touchpoint to benefit from the investment
Average Handle Time (AHT) is a tried-and-true metric impacting several mission-critical contact center key performance indicators (KPIs)...
How we made a new controllable language model to make chat agents more effective by making them follow best actions.
Now, customers can easily bring contact center solutions into their business, and immediately add Cresta’s unique ability to quickly improve each agent in their real-time interactions.
John brings more than 30 years of experience in the technology industry to Cresta’s board.
2020 is the crucible every enterprise software vendor needs to prove how resilient their apps & platforms are, showing prospects why moving workloads and apps to the cloud need to happen now.
Real-Time Assistance and Conversational Insights for Customer Service Teams
The Fortune 50 SaaS provider is on a mission to power prosperity around the world. Their intuitive web, mobile, and cloud solutions generate more money, more time, and more confidence for 50 million people globally. The SaaS provider has continuously innovated on their path to realizing this mission. For the SaaS provider, leveraging AI to unlock efficiencies is core to improving their customer experience.
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.
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...
Leading retailers have moved to virtual contact centers and sales teams, but what comes after connectivity?
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.
AI-powered products are more prevalent than ever before: automatically organizing your photos, driving a car without any human input, and helping you craft a perfect email.
Mandatory store closures have left the retail sector especially hard hit by the COVID-19 pandemic. In light of store closures, a leading mattress manufacturer and retailer needed to quickly transition brick-and-mortar retail sales to online channels.
Think about the last time you taught someone something difficult. Did you just tell them...
Curious to know how your virtual contact center strategy is faring? We asked a panel of ex...
As the world unites to slow the spread of COVID-19, businesses are stepping up to play th...
Cresta Launches with $21M of Funding To Enable Office Workers to be Experts on Day One®
Founder of Google’s Moonshot Factory and Udacity makes a big new bet
Becoming an expert is difficult. We spent years in our PhD programs sitting in classrooms, reading papers, and programming to become “experts.”
AI startup Cresta launches from stealth with millions from Greylock and a16z
Cresta named one of America’s most promising AI companies by Forbes
Cresta was enlisted by the third-largest telecommunications company in the United States. They provide digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer (BPO), which gave the telecom provider limited visibility into the live chat team's operations and performance. Without visibility, pinpointing strategies for improvement became extremely challenging. In came Cresta.
