CustomerZone360 NEWS

Free eNews Subscription

Cresta Announces Expansion of Real-Time Intelligence Platform for Contact Centers

By Tracey E. Schelmetic August 05, 2022

Today, many contact center solutions are using AI-powered products designed to work together with the solution to improve contact center efficiency and effectiveness and enhance customer experiences across every customer conversation regardless of channel.

This week, San Francisco-based Cresta, a provider of real-time intelligence solutions for the contact center, announced the expansion of its Real-Time Intelligence Platform, a comprehensive portfolio of AI-powered products. The portfolio was designed to help business leaders, agents and managers work smarter and faster without having to navigate between disconnected tools and applications.

"Contact centers are the front door for customer interaction, and business leaders are increasingly turning to AI to understand those customer conversations to drive business strategy and action," said Zayd Enam, CEO and co-founder of Cresta, in a statement. "However, we've noticed that platform fragmentation has become the top pain point preventing them from truly realizing this vision.”

The Real-Time Intelligence platform was created to help businesses overcome this challenge by delivering a holistic and integrated platform that layers into any existing contact center. The modular and integrated approach aims to close the gap between insight and action, empowering teams to achieve greater levels of visibility, insight, and action on each customer conversation.

Along with major enhancements to Cresta's existing Agent Assist and Director products, the expanded release marks the introduction of two new products: Cresta Insights, a tool for helping companies understand customer conversations in real-time, and Cresta Chatbot, which helps contact centers identify and automate high value chatbot use cases.

The platform already offers an Agent Assist feature, and new enhancements to it can help further boost agent productivity and efficiency, said the company. Updates include Auto Summarization and Auto Note Taking, which remove tedious post-call tasks and improve disposition accuracy by automating 100 percent of call notes and summaries in real-time. Also included are major improvements to Knowledge Assist and Guided Workflows, which use the context of the conversation to recommend the best articles and workflows to help agents solve customer questions.

Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Flirting with Chatbots? Americans are Increasingly Comfortable Interacting with AI

By: Tracey E. Schelmetic    2/26/2024

Infobip recently commissioned a survey that shed light on Americans' interactions with chatbots, uncovering some intriguing insights into the evolving…

Read More

Twilio Report Finds Increased Awareness on the Value of Prioritizing Data Quality

By: Tracey E. Schelmetic    2/26/2024

A new report from Twilio Segment, the company's fifth annual Customer Data Platform Report (which is based on the findings of anonymized usage data fr…

Read More

Unified Office Combines Sentiment Analysis with Real-Time Alerts

By: Greg Tavarez    2/23/2024

Unified Office combined its next-generation Sentiment Analysis tool with the Premium Notifications product to provide real-time emotion detection and …

Read More

Survey by Iterable and Wakefield Research Finds Strong Adoption in AI Marketing Solutions

By: Tracey E. Schelmetic    2/23/2024

AI customer communications platform Iterable (together with Wakefield Research) recently released the results of new survey designed to reveal the way…

Read More

Companies Must Consolidate Information for Effective Customer Interactions

By: Greg Tavarez    2/20/2024

Beth Schultz, vice president of research and principal analyst, Metrigy, led a panel discussion at Future of CX Expo, featuring Whitney Meer, applied …

Read More