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.
Summary of Integrationlink to this section
- 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.
Featureslink to this section
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 & Compliancelink to this section
Developer: Cresta Intelligence
Location: Palo Alto, CA, USA Headquarters