Product Overview of Cresta
Cresta is a pioneering AI-driven platform designed to revolutionize the operations of contact centers by enhancing agent performance, improving customer satisfaction, and driving revenue growth. Here’s a detailed look at what Cresta does and its key features:
What Cresta Does
Cresta delivers real-time intelligence and AI-powered solutions to help agents, managers, and leaders in contact centers optimize their performance. The platform is built on Cresta’s proprietary Ocean-1 AI model, which leverages large language models (LLMs) such as Claude, Falcon-40b, and OpenAI’s GPT-4, combined with domain-specific data to enhance performance in contact center applications.
Key Features and Functionality
Agent Assist
- Real-Time Coaching: Cresta provides personalized AI coaching to agents during every phone and chat interaction, enhancing their soft skills and adherence to best practices.
- Knowledge Assist: Offers agents proactive question and answer extraction using real-time conversation context to provide the exact information needed.
- Auto Summarization & Note-taking: Automates repetitive tasks such as summarizing calls and taking notes, allowing agents to focus on higher-leverage issues.
Post-Call Analysis
- Cresta Director: A coaching, quality assurance (QA), and performance management tool for front-line managers. It evaluates agent performance, measures adherence to key behaviors, and helps develop personalized coaching plans.
- Cresta Insights: A call center analytics dashboard that reports on customer behaviors, critical business questions, and key agent metrics. It helps executives make data-driven decisions and inform business strategies.
Performance Enhancement
- Performance Dashboards: Provides visibility into agent performance, including metrics such as average handle time (AHT), conversation volume, and skill adherence.
- Automated Follow Ups: Automates follow-up tasks to ensure consistent customer engagement.
- Sales Playbooks: Offers guided workflows, checklists, and hints to help agents navigate conversations effectively.
AI-Powered Insights
- Cresta Opera: A no-code Generative AI platform that allows users to build and deploy AI-based coaching models. It includes a self-service AI command center for creating sophisticated rules and streamlining coaching and QA processes.
Integration and Customization
- CRM Integration: Integrates with popular CRM systems like Salesforce to keep knowledge sources in sync.
- Customizable Templates: Allows users to customize AI models and workflows for their specific use cases.
- Role-Based Access Control: Ensures that different roles within the organization have appropriate access to features and data.
Operational Efficiency
- Smart Compose: Automates repetitive tasks, saving agents up to five hours of work per week.
- Live Assist: Enables managers and agents to communicate freely through embedded messaging experiences integrated with Microsoft Teams and Slack.
Benefits
Cresta’s solutions have been shown to significantly improve contact center operations:
- Increased Customer Satisfaction: Average increase of 20% in customer satisfaction (CSAT).
- Faster Onboarding: 30% faster onboarding of new agents.
- Reduced Handle Time: 15% lower average handle time.
- Higher Revenue: 25% higher revenue per lead.
By providing real-time guidance, automating tasks, and offering comprehensive analytics, Cresta empowers contact centers to work smarter, reduce costs, and deliver exceptional customer service.