Cresta, the leader in real-time intelligence for the contact center, unveiled its expanded Real-Time Intelligence Platform, a comprehensive portfolio of AI-powered products that seamlessly work together to improve contact center efficiency and effectiveness, and enhance customer experiences across every customer conversation.
“Contact centers are the front door for customer interaction, and business leaders are increasingly turning to AI to understand those customer conversations to drive business strategy and action,” said Zayd Enam, CEO and co-founder of Cresta. “However, we’ve noticed that platform fragmentation has become the top pain point preventing them from truly realizing this vision. Our Real-Time Intelligence platform helps businesses conquer this challenge by delivering a holistic and deeply integrated platform that rapidly layers into any existing contact center. This modular and integrated approach closes the gap between insight and action, empowering teams to achieve superhuman visibility, insight, and action on every conversation.”
Drive Insight to Action with Real-Time Intelligence
Cresta’s comprehensive solution helps business leaders, agents and managers work smarter and faster without having to navigate between disconnected tools and applications. Along with major enhancements to Cresta’s existing Agent Assist and Director products, this release marks the introduction of two new products – Cresta Insights, a powerful tool for helping leaders understand customer conversations in real-time and Cresta Chatbot, which helps contact centers identify and automate high value chatbot use cases. Cresta’s Real-Time Intelligence Platform now helps businesses:
- Uncover and Act on Business Insights with Cresta Insights: New Cresta Insights helps businesses leaders understand conversational data and drive business strategy and action. Insights uses real-time conversation analysis to offer a deeper understanding of customer behaviors, emerging customer trends, competitive landscape, product gaps and more.
- Increase Agent Effectiveness & Efficiency with Cresta Agent Assist: Cresta already features one of the most robust Agent Assist offerings in the market, and the latest enhancements take agent productivity and efficiency to new heights. Updates include Auto Summarization and Auto Note Taking which remove tedious post-call tasks and improve disposition accuracy by automating 100% of call notes and summaries in real-time. Also included are major improvements to Knowledge Assist and Guided Workflows, which use the context of the conversation to recommend the best articles and workflows to help agents solve customer questions.
- Drive Robust Coaching & QA with Cresta Director: Cresta Director is an AI-powered console that provides full visibility into customer interactions and helps managers deliver robust coaching and quality assurance. With the Summer Release, Cresta offers scorecards and personalized coaching plans in a single workflow. Managers can quickly evaluate conversations and develop personalized coaching plans with notes, snippets, and coaching metrics that can be shared with agents. Additionally, Cresta’s new Live Assist lets managers and agents communicate freely through a simple embedded messaging experience that integrates directly into Microsoft Teams and Slack.
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