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My experience with Cresta has been very enjoyable.
What do you like best about the product?
I like being able to see the conversation. That way, if there is something I forget, I can go back and look over it. I also like the fact that we can review calls after they are completed, in order to improve our skills and become better. Being able to see what is being said is very important in the space that we work in, so it helps with call reviews and training as well. I think this is the type of technology that will be incorporated into many call center and business settings. I would definitely recommend this product to my peers and colleagues.
What do you dislike about the product?
The only thing I would want to improve would be the application itself, at times it doesn't work correctly. When I first started in the department, I could not get the application to work correctly and had issues with the IT team so that these issues would be resolved. Also sometimes the words I use aren't always shown, which may be an error on my part to make sure I annunciate correctly.
What problems is the product solving and how is that benefiting you?
They are solving the problem of misrepresentation, since the calls are being logged. Now we have the ability to ensure that when a guest says that they were told one thing or another, we can have the script and read through while we listen, so that we are sure of the information that we are consuming to be true. There is definitely a space for the information to be utilized.
Recommendations to others considering the product:
I would tell people looking at cresta that it is definitely a positive and should consider it.
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Cresta has been a great experience since they have introduced it to us
What do you like best about the product?
I love that it transcribes my voice into text. It does make my life as an agent a lot better just due to the fact i can scroll through tthe whole text and see what was said earlier in the converstaion
What do you dislike about the product?
I dislike the fact that it isnt always accurate with the words and phrases that are being said sometimes and just the technical issues you run into on the daily basis
What problems is the product solving and how is that benefiting you?
The problem i think that cresta is solving is the fact that as an agent when your deep on a call you narmally have to rely on your memory to recall something from earlier in the call but now i can just look through the text and see what was exactly said
I can review my calls to help my customer service
What do you like best about the product?
That it advises how i can help my guests
What do you dislike about the product?
doesnt fully transcribe correctly at times
What problems is the product solving and how is that benefiting you?
when a guest has a concern and i can re read the issue to help out better
Recommendations to others considering the product:
Most times it captures me saying other words instead of the words im actually saying everything else is fine
Very helpful in remember what guests said.
What do you like best about the product?
Good to remember conversation and verify what you or a guest said. Also very helpful in keeping track of call throughout the day. Very helpful to backtrack if you want to remember a telephone number or name without getting the guest frustrated.
What do you dislike about the product?
Sometimes it does not transcribe properly or pick up on calls. Also when you review the telephone calls it bleeps out all the number which i know it is more for credit card privacy but sometime shearing the telephone number is useful.
What problems is the product solving and how is that benefiting you?
Holding agents accountable for what they tell guests and promise during the time of booking. For training purposes easier to pull up the call versus our actual phone system that we use.
Recommendations to others considering the product:
Very useful to keep track of work and calls
A useful tool when it's working reliably
What do you like best about the product?
Being able to go back on my call in order to remember what mightve been said
What do you dislike about the product?
The lack of reliability in capturing dialogue
What problems is the product solving and how is that benefiting you?
Helping the call continue to move forward without having to have the customer repeat themselves as often, improving productivity and performance.
Great ApplicatioN
What do you like best about the product?
Great concept, that helps to see in live time calls to verify what agents and guest are stating. It is also great for coaching agents on calls. Helps go back when you want to make sure what was stated on a call
What do you dislike about the product?
The phone number is removed from when you are speaking with someone, where as in previous it would show up. Not everything that is stated shows up in the transcript properly. Scrolling works weird.
What problems is the product solving and how is that benefiting you?
My memory is bad so being able to review the call in real time is really helpful feature. Also being able to search for older calls. Copy and paste transcripts.
Cresta used to be good.. now not so much
What do you like best about the product?
Calls being transcribed, that helps me best assist the guest.
What do you dislike about the product?
Cresta puts all phone numbers and package numbers as astericks, makes my calls longer.It was way more helpful before that update.
What problems is the product solving and how is that benefiting you?
None as of right now. The update ruined the benefits for me.
Recommendations to others considering the product:
I used to enjoy using this until it started putting asterisks for package numbers and phone numbers, such a hassle
Great tool to have while speaking to guests and to keep track of previous key information.
What do you like best about the product?
I like that we are able to go back to listen and read what the previous conversation went or if there was an issues not only is our conversation recorder but black and white.
What do you dislike about the product?
I dont like the fact that the key information like phone number, email etc is blurred out so we arent able to see that if we didnt hear the guest we have to ask again instead of looking at the recording.
What problems is the product solving and how is that benefiting you?
Issues with picking up correct wording.
Cresta A.I.
What do you like best about the product?
Cresta has helped our Reservations Team improve conversion by almost 5 points since inception. Our leaders love Cresta Director to manage their teams better, saving time and helping with retention.
What do you dislike about the product?
Currently, there are no dislikes. Cresta seems to listen to our team members and leaders to build what we need specific to our business, and they do it at lightning speed.
What problems is the product solving and how is that benefiting you?
Cresta is customizing our call flows, hints, and transcripts, allowing us to have real-time coaching with our team members. Doing this has proved invaluable to both our sales agents and our leaders by saving time and helping our agents book more effectively.
Cresta is a game changer. From a leader perspective, having the ability to surf through is awesome.
What do you like best about the product?
The agent scorecard. This feature has allowed my leaders to be able to delvier a coaching in a fraction of the time it used to take. Cresta crushes their competitors.
What do you dislike about the product?
Not that I dislike but the transcribing accuracy of the transcript could use some help. Its has improved immensely but still has a bit to go to be 100% accuarte.
What problems is the product solving and how is that benefiting you?
Coaching preperation duration. Agents scorecoard. Yes, we have see a uptick in production. Yes, the coaching have been much more productive. Yes, it has improved.
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