Cresta

Cresta is an end-to-end generative AI platform for contact centers that aims to make every customer interaction excellent. Founded in 2020, the company leverages artificial intelligence to provide real-time intelligence and coaching for contact center agents, managers, and executives. Cresta's platform uses advanced language models and machine learning to analyze conversations, identify effective behaviors, and provide actionable insights to improve performance.

The company's core product offerings include Cresta for Agents, which provides real-time AI-driven assistance and coaching; Cresta for Managers, which offers visibility into agent performance and enables real-time coaching; and Cresta for Business, which delivers executive-level insights on contact center interactions and performance. In April 2024, Cresta introduced new capabilities including Behavior Discovery, Generative AI Intents, and enhanced Hybrid Quality Management & Screen Recording features. These advancements aim to help organizations achieve better business outcomes by identifying and reinforcing effective conversational behaviors.

Cresta's technology integrates with existing contact center systems, allowing for a modular adoption approach rather than requiring a full replacement of current infrastructure. The platform is designed to work across multiple channels, including phone, chat, and email. Cresta's AI models are customized for each client, enabling the software to understand company-specific conversations and provide tailored recommendations.

Key customers and partnerships

Cresta serves a range of enterprise customers across various industries. Notable clients include CarMax, Vivint, Intuit, Porsche, Blue Nile, Earthlink, and Holiday Inn Vacation Club. The company has reported significant improvements for its customers, including a 15% increase in customer satisfaction scores on average, 3X reduced ramp time for new agents, and 3-5 hours saved per week on repetitive tasks for agents.

In terms of partnerships, Cresta has strategic relationships with major players in the contact center industry. In March 2022, the company announced investments from Genesys, Five9, and Zoom as part of its Series C funding round. These partnerships aim to accelerate go-to-market efforts and integrate Cresta's AI capabilities with existing contact center platforms.