Contact Center AI Platform

What do you like best about the product?

Great insights from call analysis. Dashboard and reports for useful trends and tracking performance. Cresta team is fantastic to work with, very responsive and insightful. They are truly invested in the success of the product for your business and are always open to new and creative ideas.

What do you dislike about the product?

Setup time can be lengthy, sometimes it feels like certain functions need additional development to be useful.

What problems is the product solving and how is that benefiting you?

Cresta is helping us to identify what customers are calling about and address any gaps in our website or other processes. It also helps reduce the time it takes our agents to wrap their calls due to the AI call summaries.

What do you like best about the product?

Cresta delivers innovative solutions for complex workflows that can otherwise cost time and money. They clearly value their customers and approach each use case with care, offering thoughtful customization where it matters.

What do you dislike about the product?

I’m still waiting on some feature requests. Their customer advisory board also seems to be made up mostly of executive-level customers, rather than the frontline staff who actually use and manage the product day to day.

What problems is the product solving and how is that benefiting you?

Cresta is helping us automate and modernize our contact center.

What do you like best about the product?

Not many companies have a product and the people that make you want to work with them and Cresta does that by having an exceptional product with even better people.

What do you dislike about the product?

They aren’t where they will be yet. Truly nothing makes me dislike this partnership

What problems is the product solving and how is that benefiting you?

Efficiency, CX, improved insights to customer behaviors

What do you like best about the product?

The AI analytical ability. It is able to analyze all telephone calls and help identify insights very easily.

What do you dislike about the product?

The model used for Cresta's knowledge assist is not very accurate in understanding the overall caller's intent, so the questions/answers it identifies are not relevant.

What problems is the product solving and how is that benefiting you?

Cresta has helped agents become more efficient on calls and helped reduce onboarding time. It has also helped iwth call analysis. We have also started using Cresta for quality assurance which is allowing us to review most/all calls instead of just a sampling when we were doing it manually.

What do you like best about the product?

Cresta real-time coaching with representatives has improved productivity with the middle of the pack members. Representatives are getting prompts real-time to improve conversations without waiting for call reviews with a manager. Seen B players rising up the ranks.

What do you dislike about the product?

Cresta is great product, dislike its your AI and it takes time to understand your business model and call methodology. You have to have patience and really a dedicated person who is almost an AI linguist once you figure it out everything changes but pack patience once you have it down its amazing.

What problems is the product solving and how is that benefiting you?

Real time coaching with all representatives, it eliminates managers time to listen to live calls or recordings to provide coaching. Cresta provides us real-time coaching tools and coaching plans for each individual. 100% of conversations are captured for quick analysis and training.

What do you like best about the product?

Quick turnaround whenever we have questions or are looking to implement new features

What do you dislike about the product?

No significant concerns, I would like to be able to utilize or test new features more frequently

What problems is the product solving and how is that benefiting you?

Cresta helped us create an all in one system for inspecting and documenting our coaching plans which has eliminated time and unnecessary tools/processes that were previously in place

What do you like best about the product?

Insights as well as AI providing suggestions and finishing consultant sentences. LIVE view is awesome as well as Cresta Director.

What do you dislike about the product?

Hiccups syncing with back end system (live engage). User-friendliness to view comments and review commensts.

What problems is the product solving and how is that benefiting you?

manager to consultant visibility, and feedback accessibility.

What do you like best about the product?

The insights from the leader dashboard allow us to pinpoint and coach agents more efficiently.

What do you dislike about the product?

Nothing all of the dislikes are with LMI

What problems is the product solving and how is that benefiting you?

It's giving the agents a bird's-eye view of what they are doing well and what they are missing the mark on.

What do you like best about the product?

Cresta is a great coaching tool that allows me to review and score chats efficiently. I can read conversations and pull up the score guide on the right-hand side seamlessly. When I coach consultants, Cresta allows me to activate real-time hints in different conversation areas for each team member. Through the Cresta AI, the system learns to place these coaching hints from the thousands of conversations properly.

What do you dislike about the product?

I don't have complaints about the Cresta system at all. Once in a while, there will be a few bugs that prevent me from pulling up my team automatically, or I get a random error message when I try to score a chat, but these are very rare. If I report a problem, Cresta responds to my request in an appropriate amount of time.

What problems is the product solving and how is that benefiting you?

In the past, I had to read chats and score in a different system, which often took a long time since I had to switch between tabs constantly. Everything I need to coach, conversations, hints, and coaching plans are all stored in one centralized system. I spend less time scoring and more time preparing and helping my team have great conversations.

What do you like best about the product?

For my consultants, they can't imagine working without it. As a leader of a chat team, the majority of my day is spent in Cresta Director and it is invaluable. It makes it very easy to review my consultants Coaching Plans and to score their conversations. For new hires, I enjoy the LIVE viewing feed so I can monitor the team easily and flip back and forth between conversations so I can provide immediate, on the spot feedback.

What do you dislike about the product?

Not really a dislike but with all technology, you want it exactly the way you want it and you want it to be right now. I would like to see some more personal customization and have it on the go. But with that said, the Cresta team is very responsive to change requests and evaluates based on priority.

What problems is the product solving and how is that benefiting you?

The customization of Cresta Director so it has everything I need to make my job easier. It has all of my Coaching Plans in one organized place to review for myself and my consultants.