How and why: Using real-time AI for agent empowerment
Historically, delivering better customer experiences and reducing costs in the contact center have been viewed as conflicting goals. At best, leaders have hoped to maintain customer satisfaction as they apply automation to reduce costs, or vice versa. Now, with the advent of generative AI, this paradigm has shifted.
Watch 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.
In this webinar, you’ll learn how to:
- Elevate the agent experience — benefiting your customers and your bottom line
- Strategically deploy real-time AI to improve mission-critical KPIs like FCR, AHT, and CSAT
- Reduce costs and improve agent performance by rethinking quality management and coaching
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From Metrics to Meaning: Insights from the 2025 Benchmarking Study
Join us to gain a clear view of where contact center excellence is heading, and how to position your organization at the forefront of this transformation.
Cresta Launches Automated AI Agent Testing: Closing the Trust Gap in Enterprise AI
With the launch of its Automated AI Agent Testing suite, the company introduces a way to use AI to test AI, giving enterprises the assurance that every AI agent released is accurate, compliant, and production-ready.
Introducing Cresta's Automated AI Agent Testing suite
Trust in AI isn’t assumed, it’s earned through comprehensive, disciplined testing. Cresta’s Automated AI Agent Testing suite validates every release with expert-aligned LLM judges, simulated customers that uncover edge cases, and in-product feedback loops that turn conversation reviews into safeguards. The result: safer, faster deployments you can trust.