Meet unprecedented customer and shareholder expectations with generative AI
The telco and communications industry is facing a multitude of challenges: lofty shareholder expectations, outdated digital CX, and a transformed labor environment that limits agent visibility and coachability. 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.
Telco and communications providers operate in a world of intense competition, complex customer journeys, and significant strategic urgency to up-sell and cross-sell. With shareholder value lagging, CX leaders in the telco world must find ways to maximize revenue at every customer touchpoint—winning, retaining, and expanding customers—all while minimizing operational expenditure.
Internet & home phone
Optimize buyer journeys with personalized, targeted offers.
Up-sell customers with in-the-moment coaching and guidance.
Media & entertainment
Drive attach rates to maximize customer value.
Mobile & wireless
Empower agents to offer personalized, modular plans with confidence.
Drive increased revenue and lower costs
Telcos are under more pressure than ever to generate value for their shareholders. Large customer service and customer operations divisions are seen as anchors to shareholder return, instead of opportunities for growth.
Identify and remedy underperformance
Business process outsourcing (BPO) and remote-working agents create data silos and limited visibility into agent performance, making effective performance management difficult.
Unlock faster digital CX transformation
Despite large-scale investment, telcos lag other industry verticals in digital transformation. This leads to out-dated customer experiences and journeys, stifling growth and innovation.
“Cresta is unlike anything we’ve ever seen before. Agents who use Cresta have much better conversion rates, more revenue, and better interactions with customers.”
– Kathleen Preston, Director of Digital Marketing & Sales
America’s #1 telco increased cross-sell attach rates by 300% in agents that follow real-time guidance with Cresta Agent Assist
Cox Communications reduced new agent ramp time by 2 weeks by implementing Cresta in their coaching process, all while realizing better revenue, retention and conversion per chat
Cresta drove a 174% increase in add-on sales conversion over 3 quarters for a leading internet service provider
Cresta’s generative AI platform drives real business results in every interaction.