Cresta Real Time Intelligence

Cresta turns real-time intelligence into real-time action to make the contact center smarter – and every agent and manager more productive.

Cresta Logo
Cresta Logo

Cresta turns real-time intelligence into real-time action to make the contact center smarter – and every agent and manager more productive.

Summary of Integration

  • Uncover & act on business insights

Get visibility into business trends as they emerge so you can make smarter and faster business decisions.

  • Drive robust coaching & quality assurance

Measure team performance on 100% of conversations and coach the performance gaps that matter.

  • Increase agent effectiveness & efficiency

Equip every agent with the AI-powered call center coaching and assistance they need to perform like a top performer.

  • Drive efficiency through automation

Strategically find and replace repetitive conversations with chatbots backed by customer insights.

Features

Before conversations:

  • Outcome Insights
  • Customer Intelligence
  • Customer Dashboards
  • Topic Discovery
  • Insights Powered Blueprints
  • Virtual Agent
  • Intelligent Routing

During conversations:

  • Auto Note Taking
  • AutoFill
  • Knowledge Assist
  • Guided Workflows
  • Generative AI Coaching & Guidance
  • Hints
  • Checklists
  • Live Assist
  • Live Conversation

Post conversations:

  • Auto Summarization
  • Coaching Plans & Scorecards
  • Performance Insights
  • Performance Management
  • Auto QA
  • Coaching Plans
  • Conversation Library
  • Conversation Commenting

Supported by Real-Time AI:

  • Real-time transcription
  • Real-time redaction

Prerequisites

  • 8x8 X6, X7, or X8 license
  • Contact center/telephony platform for voice and/or digital

Security & Compliance

Developer: Cresta Intelligence

Location: Palo Alto, CA, USA Headquarters

Terms of Service

Privacy & Data Governance

Certifications & Compliance

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