Cresta works with customer service and sales teams. During a live call or chat, it analyzes the conversation and gives an agent real-time guidance, such as the next best response, a reminder to cover a compliance point, or a prompt to offer a relevant product. New agents ramp faster, and experienced ones get support on tough conversations.
After calls, Cresta scores interactions automatically against quality criteria, replacing the small samples that supervisors normally review. Managers see which behaviors drive better outcomes and can coach agents using real examples. Analytics surface trends in why customers call and where processes break down.
The company also sells AI agents that handle voice and chat conversations without a human, with handoff when needed. Cresta is sold to enterprise contact centers on custom contracts and integrates with existing telephony and CRM systems. Competitors include Observe.AI, Balto, NICE, Uniphore, and Sierra or Decagon for AI agents. Cresta suits large support and sales operations.