For true innovation in the contact center, move beyond traditional KPIs. Typical metrics can be useful, but forward-thinkers recognize the need to evolve to meet changing customer demands! That’s why we’re sharing 4 key benchmarks contact centers should use to: 1️⃣ Strengthen customer interactions 2️⃣ Maximize every contact’s potential 3️⃣ Combat agent attrition 4️⃣ Mitigate negative experiences Our ebook breaks down these benchmarks and reveals how to excel at each one 📈 Check it out here: https://lnkd.in/dqJwXuxS #contactcentersuccess #callcenter #innovation
Cresta
Software Development
Palo Alto, California 13,508 followers
Generative AI for the Contact Center
About us
Contact Centers are challenged to increase their agent efficiency and effectiveness in the face of high attrition, poor training, and managers who can only review less than 3% of interactions. Cresta turns real-time insights into real-time actions to make contact centers smarter and drive business results. We use generative AI to provide dynamic, real-time guidance to sales and service agents based on the best practices of your top performers, and let managers see and track every conversation and agent progress to create personalized coaching plans. Cresta was born out of the Stanford AI Lab and is backed by Greylock Partners, Sequoia, and Andreessen Horowitz. We are proud to be working with companies like Porsche, Cox Communications, Vivint, and Holiday Inn.
- Website
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http://www.cresta.com
External link for Cresta
- Industry
- Software Development
- Company size
- 201-500 employees
- Headquarters
- Palo Alto, California
- Type
- Privately Held
- Founded
- 2017
- Specialties
- AI, Machine Learning, Voice, Chat, Contact Center, Customer Experience, Digital Transformation, Real-time Coaching, and Real-time Agent Assistance
Locations
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Primary
540 Bryant St
Palo Alto, California 94301, US
Employees at Cresta
Updates
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Exceptional customer service isn’t one-size-fits-all. That's why Stephanie DeWald, VP of Sales and Retention at Cox Communications, chose to power her team with conversational intelligence, resulting in highly personalized experiences for both the customer and the agent. And it's been a game changer. ⭐ Get all of the details in our upcoming panel: https://hubs.ly/Q02G7vlq0 You’ll hear from three industry leaders, including Stephanie, about the insights, decisions, and strategies that went into transforming their contact centers with generative AI. This is a conversation you won’t want to miss. 👉 Save your seat here: https://hubs.ly/Q02G7vlq0 #Cresta #Cox #GenerativeAI #shorts
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🚀 𝐄𝐱𝐜𝐢𝐭𝐢𝐧𝐠 𝐍𝐞𝐰𝐬 𝐟𝐫𝐨𝐦 𝐂𝐫𝐞𝐬𝐭𝐚! 🚀 We’re launching Cresta IQ, our data-backed blog series in which we analyze real-world conversations and share insights with you all on contact center best practices. 📈💬 Our first article drops next week on Wednesday, July 31, and you won’t want to miss it! 🔥 What you can expect from Cresta IQ: 📊 𝐈𝐧-𝐝𝐞𝐩𝐭𝐡 𝐚𝐧𝐚𝐥𝐲𝐬𝐢𝐬: Detailed examinations of real-world case studies and the impact of AI-driven solutions on contact center operations, from customer interactions to agent performance. 💡 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬: Practical tips and strategies to implement in your contact centers, derived from our data-driven research. 🧠 𝐄𝐱𝐩𝐞𝐫𝐭 𝐩𝐞𝐫𝐬𝐩𝐞𝐜𝐭𝐢𝐯𝐞𝐬: Thought leadership from industry experts and Cresta's own team of AI and customer service professionals. 👉 Follow Cresta and Ping Wu to get notified as soon as it drops, and start challenging the way we think about contact centers together. #CrestaIQ #GenerativeAI #DataDrivenInsights #ContactCenter
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Let’s talk about transcription accuracy. (and why contact center agents need it) Swipe through to see ➡ ▪▪▪ SO HOW DOES IT WORK? We want you to know exactly how our AI-powered transcription platform functions so that you feel comfortable and confident while using it. Dive into our blog for the details: https://lnkd.in/dTmqtZ6b #callcentersoftware #contactcenter #generativeai
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Cresta reposted this
Contact center agents are embracing AI as a game-changer, with 65% eager for real-time AI assistance and 95% experiencing quicker resolutions. The recent report by Cresta reveals that this shift challenges the notion that AI threatens jobs, revealing it as an essential ally in enhancing performance https://lnkd.in/dMRnNH7Q #cx #ai #contactcenter #agentpreferences #analytics
Is AI the Key to Happy Contact Center Agents? 95% Say Yes! - CX Scoop
https://cxscoop.com
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How does Cresta’s AI make CarMax more effective and efficient? Just ask Bryan Ennis, VP of Customer Experience Centers at CarMax! He’ll be sharing his full story at our upcoming panel on Tues. July 30 🔜 Save your seat to hear from him, as well as two other industry leaders, as they share their experiences using generative AI to transform their enterprise contact centers. ⭐ Register today: https://hubs.ly/Q02G7vlq0 #Cresta #CarMax #GenerativeAI #shorts #successstory
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🔔 ONE WEEK FROM TODAY 🔔 Brinks, CarMax, and Cox: Shaping the future of the enterprise contact center with AI: https://hubs.ly/Q02G7vlq0 Tune in to next week's panel to hear directly from 3 industry-leading companies as they share their experiences using generative AI to transform contact center operations. Featuring: - Stephanie DeWald, VP of Sales and Retention at Cox Communications - Philip Kolterman, SVP of Digital Transformation and IT at Brinks Home - Bryan Ennis, VP - Customer Experience Centers at CarMax ⭐ Register today: https://hubs.ly/Q02G7vlq0 #contactcenter #callcenter #generativeAI #digitaltransformation
Brinks, CarMax, and Cox: Shaping the future of the enterprise contact center with AI
cresta.com
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How to drive contact center results: Focus on your agents. By addressing agent performance gaps, you can 😊 Increase customer satisfaction 🌟 Enhance operational efficiency 🏆 Set your contact center up for long term success Below are 3 tips to include in your agent performance management strategy. Get more details - and 3 additional tips - in our blog: https://lnkd.in/dx9-HZ8v
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Cresta reposted this
There’re grounded flights, fulfillment centers halted, and more. When an outage this large happens, it causes mass confusion. How do you deal with the insane volume of customers asking questions? Everything is happening so fast that it feels impossible to enable thousands of contact center agents on what to do. There’re massive issues happening out there, but it’s a reminder why I’m so bullish on real-time AI and orchestration capabilities. We should be able to quickly alert about incident spikes in customer conversations, deploy real-time assistance at scale whenever the topic is brought up in future conversations, and drive the optimal customer experience with speed. Enterprises need to be able to adapt quickly to keep their competitive edge. Cresta can be their competitive advantage.
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When you work as closely with your customers as we do, trust becomes #1. Trust that your data is safe, that the insights are accurate, and that your company and employees are in good hands. By putting their trust in Cresta, Snap Finance seamlessly transformed their contact center without having to worry about compliance issues, exuberant costs, or implementation challenges. As a result, "Cresta has become a major part of the Snap Finance family." Hear from Adam Christensen, Senior Director, Resource Management at Snap Finance, for more: