- Quality Assurance and Coaching Teams: For monitoring, scoring, and coaching agents based on conversation intelligence and automated insights.
- Operations & Workforce Managers: For tracking agent performance, automating after-call work, driving efficiency and scaling.
- Enterprise Automation Teams: For embedding conversational AI, virtual agents and workflow automation into existing systems.
- CIOs & Digital Transformation Teams: For organisations looking to upgrade legacy contact centre systems with AI-powered platforms.
How to Use It?
- Onboard & Integrate: Connect the Cresta platform with your contact centre channels, CRM, telephony, chat and analytics systems.
- Train with Your Data: Feed conversation transcripts, agent behaviours, KPIs and business-rules into the platform so it can build contextual models.
- Configure Use Cases: Define real-time agent assist, virtual agent automation, quality management workflows, coaching rules or conversational analytics.
- Deploy & Monitor: Launch the AI-assisted workflows, agent prompts, virtual/or human agents and track performance through dashboards.
- Iterate & Optimise: Use conversation intelligence to reveal trends, behaviour gaps, coaching needs and refine models, prompts and workflows.
- Scale & Expand: Extend the use to more agents, channels (voice, chat), geographies, languages and integrate further into enterprise systems.
- Tailored AI Models: Models are trained on each organisation’s data so the insights, prompts and automation are specific to that business and context.
- Real-Time Agent Guidance: Rather than just post-hoc analytics, Cresta offers real-time voice or chat prompts to agents during live interactions.
- Unified Human + AI Agent Platform: Supports both human agents (with AI support) and AI virtual agents in the same system, enabling mixed-agent scenarios.
- No-Code Deployment: Business users can define rules, review insights and deploy workflows without heavy engineering overhead.
- Proven at Scale: Deployed in large enterprise contact centres with measurable outcomes like cost reduction, improved NPS and revenue lift.
- Enterprise-grade Security & Integration: Built for large and regulated organisations, supporting integrations across telephony, CRM, analytics and workforce systems.
- Strong alignment with real contact centre workflows and agent support rather than just back-office automation
- Real-time assistance and coaching features help agents perform better live
- Customised models per client improve relevance and outcomes
- Support for both human and AI agents within one platform offers flexibility
- Focus on performance metrics (handle time, conversion, CSAT) makes business value clear
- Rapid funding and growth signal strong market validation
- Designed primarily for large-scale contact centres and may be overkill for smaller operations
- Implementation may require significant integration and data-preparation effort
- Training and fine-tuning to business-specific data may extend time-to-value
- Pricing details for smaller teams are less transparent and may be higher-tier
- While real-time AI is powerful, quality depends heavily on data input, agent adoption and ecosystem maturity
Custom
Custom Pricing.
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Reviews
Rating Distribution
Average score
Popular Mention
FAQs
Yes, the platform supports multiple channels including voice and chat and can deliver consistent performance across them.
Yes, one of its key features is real-time agent prompts, knowledge assists and conversational guidance during interactions.
Yes, the platform supports both human-agent augmentation and full AI virtual-agent automation scenarios.
Yes, Cresta emphasises training models on your own data to tailor the system to your business, domain, language and context.
Users have reported improvements in agent efficiency, reductions in handle time, higher conversions, improved CSAT/NPS and significant cost savings.
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Editorial Note
This page was researched and written by the ATB Editorial Team. Our team researches each AI tool by reviewing its official website, testing features, exploring real use cases, and considering user feedback. Every page is fact-checked and regularly updated to ensure the information stays accurate, neutral, and useful for our readers.
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