Cresta
Overview
Cresta is a leading provider of generative AI solutions specifically designed for contact centers. Their platform leverages AI to enhance agent performance, improve customer interactions, and drive business outcomes through real-time guidance, quality management, and automation. Cresta's solutions are tailored to various contact center needs, including sales, customer service, retention, and collections, offering a comprehensive suite of tools to optimize contact center operations.
Industry: Contact Center AI
Ideal Customer Profiles: Cresta's ideal customers are large enterprises and contact centers that require advanced AI solutions to enhance their customer service, sales, retention, and collections processes. These customers are typically looking to improve agent performance, reduce operational costs, and increase customer satisfaction through AI-driven insights and automation.
Website: cresta.com
LinkedIn: http://linkedin.com/company/cresta-inc
Products
AI-Powered Sales Intelligence Solutions
Cresta's sales intelligence solutions leverage AI to identify and reinforce winning sales behaviors, providing real-time coaching and insights to improve sales performance across teams.
Features
High-Velocity Sales Approach
Description: Cresta identifies key sales behaviors and tactics that drive revenue, using historical data to uncover top-performing strategies. This approach helps scale successful behaviors across the sales team.
Benefit: Improves sales performance by ensuring all agents adopt proven sales tactics, leading to increased revenue.
Conversation Visibility
Description: Provides managers with visibility into every sales interaction, allowing them to measure adherence to key behaviors and track agent progress.
Benefit: Enables targeted coaching and ensures consistent application of successful sales strategies.
Real-Time Guided Selling
Description: Offers in-the-moment coaching and guidance during sales interactions, helping agents handle objections and close deals effectively.
Benefit: Enhances agent confidence and effectiveness, leading to better sales outcomes.
Outcome Insights
Description: Analyzes historical sales data to identify trends and behaviors that lead to successful outcomes, providing actionable insights for improvement.
Benefit: Helps sales teams focus on strategies that are proven to drive revenue.
Guided Workflows
Description: Provides structured guidance during sales calls, ensuring agents follow best practices and maintain focus on the conversation.
Benefit: Increases sales efficiency and effectiveness by reducing errors and improving conversation quality.
Real-Time AI Customer Care Solutions
Cresta's customer care solutions use generative AI to automate and guide chat agents, improving productivity and customer satisfaction by providing real-time support and insights.
Features
Real-Time Automation and Guidance
Description: Automates repetitive tasks and provides real-time guidance to chat agents, allowing them to focus on delivering accurate and personalized customer support.
Benefit: Increases agent productivity and improves the quality of customer interactions.
Efficiency Improvements
Description: Reduces average response time and time to first response by streamlining agent workflows and providing quick access to information.
Benefit: Enhances customer satisfaction by resolving issues more quickly and efficiently.
After-Call Work Automation
Description: Automates after-call tasks such as note-taking and summarization, freeing up agents to focus on live interactions.
Benefit: Reduces agent workload and increases the time available for customer engagement.
Knowledge Assist
Description: Provides agents with quick access to relevant information and solutions during customer interactions, using advanced search capabilities.
Benefit: Ensures agents can provide accurate answers quickly, improving customer satisfaction.
Cross-Selling and Upselling
Description: Empowers agents to identify and act on opportunities for cross-selling and upselling during customer interactions.
Benefit: Increases revenue potential by maximizing the value of each customer interaction.
Contact Center Customer Retention Solutions
Cresta's retention solutions focus on identifying and scaling behaviors that drive customer retention, using AI to guide agents through complex retention conversations.
Features
Behavioral Playbooks
Description: Identifies successful retention behaviors and creates scalable playbooks to guide agents in retaining customers effectively.
Benefit: Improves retention rates by ensuring all agents follow proven strategies.
Retention Rate Improvement
Description: Uses AI-driven insights to enhance retention strategies, leading to significant improvements in customer retention rates.
Benefit: Increases revenue by reducing customer churn and enhancing customer loyalty.
Outcome-Driven Coaching
Description: Provides personalized coaching based on adherence, sentiment, and outcomes data from every conversation.
Benefit: Enhances agent performance by focusing on behaviors that lead to successful retention outcomes.
AI-Generated Tools
Description: Offers AI-generated tools such as conversation maps and suggested responses to assist agents during retention calls.
Benefit: Improves conversation quality and effectiveness by providing agents with real-time support.
Fast Implementation
Description: Enables quick deployment of retention solutions, allowing businesses to start seeing results rapidly.
Benefit: Reduces time to value and accelerates improvements in retention performance.
Conversational AI for Debt Collections
Cresta's collections solutions use generative AI to enhance collections strategies, improving promise-to-pay rates and compliance while maintaining positive customer relationships.
Features
Promise-to-Pay Rate Improvement
Description: Utilizes AI-driven playbooks and behavioral hints to enhance collections strategies, leading to improved promise-to-pay rates.
Benefit: Increases collections success by ensuring agents follow effective strategies.
Compliance Monitoring
Description: Monitors interactions for compliance risks, ensuring adherence to regulations and minimizing potential violations.
Benefit: Reduces the risk of regulatory penalties and enhances customer trust.
Automated Support
Description: Provides automated support and answers to frequently asked questions, reducing customer frustration and improving satisfaction.
Benefit: Strengthens customer relationships and increases the likelihood of successful collections.
Collections Insights
Description: Analyzes customer behavior and collections performance to identify areas for improvement and optimize strategies.
Benefit: Enhances collections effectiveness by revealing opportunities for strategy optimization.
Post-Call Work Automation
Description: Automates post-call tasks such as note-taking, allowing agents to focus on more complex collections activities.
Benefit: Increases agent efficiency and allows more time for customer engagement.
Contact Center Conversational Intelligence Software
Cresta's conversational intelligence software provides deep insights into contact center performance, using AI to analyze conversations and drive improvements in agent performance and operational efficiency.
Features
Semantic Understanding
Description: Analyzes the content and context of conversations to provide a comprehensive understanding of contact center interactions.
Benefit: Enables data-driven decision-making and strategy optimization.
Quality Management
Description: Automates quality management by evaluating all conversations, providing accurate insights at a reduced cost.
Benefit: Improves quality assurance processes and ensures consistent service quality.
Outcome-Driven Coaching
Description: Provides targeted coaching based on identified skill and knowledge gaps, focusing on areas that impact key performance indicators.
Benefit: Enhances agent performance by addressing critical areas for improvement.
Outcome Insights
Description: Correlates conversation outcomes with agent behaviors, providing insights into what drives successful interactions.
Benefit: Improves business outcomes by identifying and reinforcing effective agent behaviors.
No-Code Builder
Description: Allows businesses to create custom conversation rules and behaviors using a no-code interface, enabling tailored AI solutions.
Benefit: Empowers businesses to implement AI solutions quickly and effectively, without requiring technical expertise.
Quantitative Benefits
"There has been about a 10% improvement in response time, conversion to sales and reduced session time."
"65% of agents now crave real-time AI assistance during their customer interactions"
"81% of AI-equipped agents confidently transition interactions from service to sales, enhancing revenue potential."
"Discover how Cresta helped a global hospitality brand generate 60% more revenue per lead and enabled a large telco business to increase revenue by nearly 10%."
"A category leading retailer drove a 49% increase in average order size during the pandemic"
"A top five SaaS company achieved a 300% increase in revenue per agent with Cresta"
"Top US Airline saw 15% reduction in ART and 30% reduction in time to first response"
"Leading American ISP saved 700 hours of looking for answers each month"
"Top retailer has seen 5% increase in NPS per quarter ever since implementing Cresta"
"Cox increased customer retention by 10-20% and net revenue for retention by 4-6%."
"Holiday Inn saw 30% increase in conversion while cutting agent attrition in half."
"A leading media company increased their save rate by 3.2% while reducing AHT by 6 seconds."
"By following a new playbook and behavioral hints provided by Cresta's Generative AI, agents at a top 5 US bank were able to increase their PTP rate by an average of 35%."
Testimonials
"There has been about a 10% improvement in response time, conversion to sales and reduced session time. And the system keeps learning and getting better."
Jim Lyski, Chief Innovation & Strategy Officer at CarMax
Source: Cresta AI | Generative AI for the Intelligent Contact Center
"I love hints, they allow me to do my job now that I can't sit next to agents every day"
Rich Joos, Retention Manager at Cox
Source: Contact Center Customer Retention Solutions | Cresta
"Now with Cresta, we're able to see if the collectors are executing the behaviors we know drive success, which is allowing us to coach more effectively and drive improved results. I find this to be extremely valuable to our business' success."
Source: Conversational AI for Debt Collections Contact Center | Cresta
"Not only do we have insights into customer behavior, but we are also able to ensure that coaching, reinforcing processes, metrics, QA – all of the goodness of Cresta – applies consistently to all of our agents"
Phillip Kotterman, VP of Digital Transformation at Brinks Home
Source: Contact Center Conversational Intelligence Software | Cresta
Customer Stories
CarMax
Problem: Needed to improve response time, conversion to sales, and reduce session time.
Value Add: Cresta provided an AI system that learns and improves over time, helping to optimize these key metrics.
Outcome: There has been about a 10% improvement in response time, conversion to sales and reduced session time. The system keeps learning and getting better.
Source: Cresta AI | Generative AI for the Intelligent Contact Center
Holiday Inn Club Vacations
Problem: Needed to improve sales performance and coaching efficiency
Value Add: Cresta provided real-time coaching and AI-powered solutions to enhance sales effectiveness
Outcome: Achieved a 300% lift in Home Internet Sales and managers now hold 4x more coaching sessions
Source: Real-Time AI-Powered Sales Intelligence Solutions | Cresta
Cox Communications
Problem: Wanted to increase revenue through their sales agents
Value Add: Cresta armed agents with AI-powered sales intelligence solutions
Outcome: Unlocked $13.1 million in additional revenue
Source: Real-Time AI-Powered Sales Intelligence Solutions | Cresta
Top US Airline
Problem: High Average Response Time (ART) and long time to first response in customer service
Value Add: Cresta implemented their AI-powered customer care solution to improve agent efficiency
Outcome: The airline saw a 15% reduction in ART and 30% reduction in time to first response
Leading American ISP
Problem: Agents spending excessive time searching for answers to customer inquiries
Value Add: Cresta provided tools to quickly surface relevant information for agents
Outcome: The ISP saved 700 hours of looking for answers each month
Top retailer
Problem: Needed to improve customer satisfaction and Net Promoter Score (NPS)
Value Add: Cresta implemented their AI-powered customer care solution to enhance customer interactions
Outcome: The retailer has seen a 5% increase in NPS per quarter ever since implementing Cresta
Cox
Problem: Cox needed to improve customer retention and increase net revenue.
Value Add: Cresta provided solutions that helped Cox increase customer retention and net revenue for retention.
Outcome: Cox increased customer retention by 10-20% and net revenue for retention by 4-6%.
Source: Contact Center Customer Retention Solutions | Cresta
Holiday Inn
Problem: Holiday Inn faced challenges with conversion rates and agent attrition.
Value Add: Cresta implemented solutions to improve conversion rates and reduce agent attrition.
Outcome: Holiday Inn saw a 30% increase in conversion while cutting agent attrition in half.
Source: Contact Center Customer Retention Solutions | Cresta
Top 5 US Bank
Problem: The bank needed to improve their debt collection performance and coaching effectiveness.
Value Add: Cresta provided a new playbook and behavioral hints powered by Generative AI to guide agents during collection calls.
Outcome: Agents were able to increase their PTP (Promise to Pay) rate by an average of 35%. The bank also gained the ability to see if collectors were executing behaviors known to drive success, allowing for more effective coaching and improved results.
Source: Conversational AI for Debt Collections Contact Center | Cresta
Brinks Home
Problem: Needed insights into customer behavior and consistent application of processes across agents.
Value Add: Cresta provided insights into customer behavior and ensured consistent application of coaching, reinforcing processes, metrics, and QA across all agents.
Outcome: Improved consistency in agent performance and better understanding of customer behavior.
Source: Contact Center Conversational Intelligence Software | Cresta
Vivint
Problem: Needed to reimagine coaching and quality management processes.
Value Add: Cresta provided cutting-edge Generative AI solutions for coaching and QM.
Outcome: Vivint reimagined their coaching and quality management processes using Cresta's AI technology.
Source: Contact Center Conversational Intelligence Software | Cresta
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