Customer Experience, Service & Success

Cresta receives 2023 Future of Work Agent Experience Award

Cresta's Integrated Suite of Intelligent Products Recognized for Improving Customer Service

Cresta announced today that TMC, a global, integrated media company, has honored Cresta’s Integrated Suite of Intelligent Products with its 2023 Future of Work Agent Experience Award.

Cresta is creating a better working experience, with AI-powered capabilities that empower contact center agents and managers with tools and technology to augment everything they do – resulting in up to 50% less agent attrition and a reduction in new agent ramp time of up to two weeks.  Cresta’s suite of intelligent products effectively ease major pain points – allowing agents to be better prepared, trained, and equipped to handle customer requests efficiently. Cresta’s AI-powered solutions include:

  • Cresta Agent Assist amplifies the best practices of top performers and applies them across the team, guiding agents in real-time through customer conversations with coaching, assistance, and automation. With Cresta Agent Assist, human workers are empowered to be significantly more effective through automated note taking, real-time suggested responses, hints, and checklists.
  • Cresta Director helps managers better support and coach by providing insight into agent conversations, creating personalized coaching plans, and automated scorecards. Cresta Director also automatically identifies coaching gaps and streamlines coaching under one easy-to-use interface.
  • Cresta Insights empowers organizations to better understand customer trends, answer critical business questions, and uncover new unknowns to make faster, smarter decisions.
  • Cresta Virtual Agent chatbot helps businesses pinpoint specific behaviors within conversations, and automate conversations by leveraging Large Language Models (LLMs).

“This recognition underscores our focus of empowering our customers and their agents with AI to make their businesses radically more productive,” said Ping Wu, CEO of Cresta. “Receiving this award also serves as motivation to continue to invest in innovation and expertise as we continue to broaden our AI-powered offerings.”

“I am honored to recognize Cresta with a 2023 Future of Work Agent Experience Award for its commitment to customer service by focusing on the agent experience,” said Rich Tehrani, CEO, TMC. “In the opinion of our judges and editorial team, Cresta’s Integrated Suite of Intelligent Products has proven to be among the best solutions across the diverse range of FoW offerings.”

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