Customer Experience, Service & Success

Cresta wins 2024 Artificial Intelligence Excellence Award

Cresta is recognized for delivering innovative knowledge management solutions to its customers

Cresta, a leading provider of generative AI for contact centers, announced that the Business Intelligence Group has named them a winner in the organizational knowledge management category of the Artificial Intelligence Excellence Awards Program.

Cresta’s integrated suite of intelligent products quickly layer into any contact center environment and seamlessly work with existing systems to help agents, managers, and leaders increase revenue by ensuring every customer experience is excellent. By analyzing complex statements, emotions, sentiments, and behaviors, Cresta’s advanced AI platform provides agents with real-time answers and information so every customer request is handled effectively and 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 all  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 Conversational Intelligence which includes:
    • Cresta Coach drives better business results and minimizes agent churn with AI-powered performance coaching. Cresta Coach discovers agent behaviors, connecting them to sales and resolution outcomes that pinpoint what really matters. The solution surfaces specific, targeted coaching actions for every agent, so supervisors can coach with increased confidence.
    • Cresta Insights unlocks insights from every conversation. These AI-powered insights measure and improve team performance and customer experience.
    • Cresta Quality Management turns QM from a resource-drain into a true performance driver with high-accuracy auto-scoring for compliance and performance. The solution empowers quality teams to spend less time manually grading, and more time coaching agents to provide exceptional customer experiences.
  • Cresta Virtual Agent chatbot helps businesses pinpoint specific behaviors within conversations, and automate conversations by leveraging Large Language Models (LLMs).

“Using generative AI, Cresta is building innovative technologies that reimagine how contact centers function,” said Ping Wu, CEO of Cresta. “We’re thrilled to be recognized by Business Intelligence Group as an industry innovator and plan to continue advancing AI-powered solutions that help empower human workers to work smarter and faster.”

“We are truly honored to recognize Cresta with this prestigious award,” stated Maria Jimenez, Chief Nominations Officer for the Business Intelligence Group. “The unwavering commitment of their team to excellence and their innovative AI applications have catapulted them to this remarkable achievement. Congratulations to the entire organization!”

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