Aragon Research Recognizes Cresta as an “Innovator” in the Globe for Conversational AI in the Intelligent Contact Center

Aragon Research, Inc. has featured Cresta, the industry pioneer in real-time intelligence for the contact centre, in the “Innovator” part of the Aragon Research Globe for Conversational AI in the Intelligent Contact Center Report. The leading companies utilising conversational AI technology to enhance consumer and staff experience are recognized in the report.

“Our inclusion as an Innovator in this report further cements Cresta’s position as a leader in AI for the contact center industry and demonstrates the transformative effect that contact center technology can have on business”, “The use of AI in contact centers is helping organizations enhance the customer experience through more effective engagement. Cresta’s conversational AI is empowering businesses to forge deeper, more positive relationships with their customers while at the same time managing operational costs.”

Scott Kolman, CMO, Cresta

Four conversational AI product offerings are available on the Cresta Real-Time Intelligence platform for the intelligent contact centre:

  • Cresta Agent Assist provides automated note-taking, real-time AI-suggested responses, suggestions, and checklists to help agents be much more productive.
  • By providing insight into agent talks, building coaching plans, and creating scorecards, Cresta Director aids managers in delivering greater support and coaching to agents.
  • Cresta Insights enables businesses to better understand consumer trends, respond to pressing business inquiries, and unearth novel unknowns in order to take quicker, more informed decisions.
  • Cresta Virtual Agent, which is based on the behavior of top agents, uses cutting-edge Natural Language Understanding to identify the conversation kinds that are most suitable for automation.

“Cresta and the other noteworthy companies included in the report are leveraging conversational AI technology to positively and dramatically change the way contact centers operate”, “From Agent Assist to Director to Insights, Cresta is reshaping customer and employee experiences.”

Jim Lundy, CEO and Founder, Aragon Research, Inc.