Cresta
4.3
Cresta is an AI platform for contact centres covering four stages: analysing conversations and the causes behind outcomes, identifying friction, automating conversations and back-office processes, and supporting human agents with real-time guidance, quality management and coaching. Products include an AI agent, a long-running operations agent, in-conversation assist and conversation intelligence. Pricing is not published.
- Commercial use OK
- Enterprise contract
- Pricing
- Contact sales
- Free tier
- No
- Commercial use
- Permitted
- Japanese UI
- Not confirmed
- Enterprise contract
- Available
What it is good for
- Contact centres large enough to have a quality management function
- Real-time guidance for agents during calls
- Finding the root causes behind repeat contacts
- Mixed human and automated handling
Strengths and trade-offs
Strengths
- Real-time agent assist is distinct from post-call analytics
- Root-cause analysis targets contact volume rather than handling it faster
- Named large enterprise customers
Trade-offs
- No published pricing
- Requires contact volume to justify
- Real-time guidance changes how agents work and needs change management
Editors' review
Reducing contacts beats handling them faster
Most contact centre AI optimises handling time. The more valuable question is why the contact happened at all, and the analysis half of this platform is pointed at that.
Real-time guidance only works if agents accept it. That is a people problem, and it decides whether the deployment succeeds.
Verdict
For large contact centres with a quality function already in place.
Compiled from official documentation and public sources, with our own editorial judgement. We do not publish figures we cannot source.