Cresta, the leader in real-time intelligence for contact centers, has been recognized by Aragon Research, Inc. in the Innovator section of the Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report. The report recognizes the leading vendors using conversational AI technology to improve customer and employee experiences.
“Our inclusion as an innovator in this report solidifies Cresta’s position as a leader in AI for the contact center industry and demonstrates the transformative impact that contact center technology can have on business,” said Scott Kolman, CMO of crest. “The use of AI in contact centers helps companies improve the customer experience through more effective engagement. Cresta’s conversational AI empowers businesses to build deeper, more positive relationships with their customers while managing operational costs.”
The Cresta Real-Time Intelligence Platform offers four conversational AI product offerings for the intelligent contact center:
Cresta Agent Assist empowers agents to be more effective with real-time automated notes, AI-suggested answers, hints, and checklists.
Cresta Director helps managers better support and coach agents by providing insight into agent conversations, creating coaching plans, and developing scorecards.
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, modeled on the behaviors of top agents, identifies conversation types best suited for automation and leverages state-of-the-art natural language understanding to automate customer conversations.
“Cresta and the other notable companies included in the report are leveraging conversational AI technology to positively and dramatically transform the way contact centers work,” said Jim Lundy, CEO and Founder of Aragon Research, Inc. ” From Agent Assist to Director to Insights, Cresta is reshaping customer and employee experiences.”