Cresta AI is a cloud-based contact center intelligence platform that uses generative AI to help contact centers improve their performance. It offers a suite of products that helps contact centers with coaching, quality assurance, insights, and automation.
Features of Cresta
- Real-time coaching for agents: Cresta provides real-time guidance to agents on how to improve their skills and deliver better customer experiences. This guidance is based on a variety of factors, including the agent’s performance on previous calls, the customer’s needs, and the overall goals of the contact center.
- Quality assurance for managers: it’s quality assurance solution helps managers to identify and address performance gaps in their teams. Cresta provides detailed reports on agent performance, customer satisfaction, and other key metrics.
- Insights into customer trends and business performance: it’s insights solution provides contact centers with visibility into customer trends and business performance. This information can be used to improve the customer experience, make better business decisions, and optimize the contact center’s operations.
- Automation of repetitive tasks: it helps contact centers to automate repetitive tasks, such as data entry and customer routing. This frees up agents to focus on more complex interactions and provides a better customer experience.
Benefits
- Increased customer satisfaction: Cresta can help contact centers to improve customer satisfaction by providing agents with the real-time guidance and support they need to deliver better customer experiences.
- Reduced average handling time (AHT): it can help contact centers to reduce AHT by automating repetitive tasks and providing agents with real-time guidance.
- Reduced ramp time: it can help contact centers to reduce ramp time for new agents by providing them with the training and support they need to be successful quickly.
- Increased sales: it can help contact centers to increase sales by providing agents with real-time guidance on how to close more deals.
Use cases
- Coaching: Cresta can be used to coach agents on a variety of skills, such as product knowledge, sales techniques, and customer service skills.
- Quality assurance: it can be used to monitor agent performance and identify areas for improvement.
- Insights: it can be used to gain insights into customer trends and business performance.
- Automation: it can be used to automate repetitive tasks, such as data entry and customer routing.
Overall, Cresta AI is a powerful tool that can help contact centers to improve their performance in a number of areas. It is particularly well-suited for contact centers that are looking to embrace new technologies to improve the customer experience.
