Cresta's software analyzes a corporate client's call center transcripts to learn which phrases or words top salespeople have used that ultimately led to successful sales. Other agents are then prompted to use that language when they field customer calls, in an effort to increase sales.
“We built software that provides real-time prompts, like what to say during a conversation to help guide them,” said Cresta CEO Zayd Enam.
For example, a call-center agent for a home improvement store who gets a call about kitchen sinks may see a prompt to ask about kitchen tiles. The goal is to prod agents to ask more questions that ultimately lead customers to buy products that they wouldn't otherwise have...d