Cresta Conversation Intelligence

Are you ready to transform your call center operations and elevate your customer service to new heights?

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Challenges

of managers agree that hybrid work environments make managing agents more complex

60%

of interactions get reviewed and monitored for quality and performance

1-2%

Only

We understand the challenges faced by call centers. High call volumes, remote agents, little to no conversation visibility, and complex customer inquiries can make it difficult to deliver exceptional customer experiences consistently.

Organizations lack insight into what drives performance

With limited resources and an inability to analyze every call for quality management (QM), it's an uphill battle to ensure consistent performance and coach agents to deliver exceptional customer experiences.

Only a small handful of conversations are sampled

The time is now for Conversation Intelligence powered by generative AI

This is where Cresta Conversation Intelligence proves indispensable for enterprise contact centers. Cresta provides 100% visibility into every customer interaction, and leverages generative AI and machine learning to tackle the complexities of large-scale operations.

Improve effectiveness through outcome-oriented coaching, QM, and insights

Discover

Discover revenue-driving behaviors and tactics Correlate outcomes to behaviors to identify areas of focus Identify top performers and what sets them apart

Create

Measure & Iterate

Train on your playbook and behaviors that drive outcomes Create and monitor personalized coaching plans for each agent

Get visibility into every conversation and measure adherence to coaching Iterate on your playbook and put insights into action with no-code AI

Just some of the ways Cresta Conversation Intelligence can help

Grow top-line revenue through timely reinforcement of the key behaviors that drive business outcomes

How Cresta does it

Explore Cresta's intuitive manager-facing interface, experience the power of real-time insights, and discover how our solution empowers supervisors and agents to deliver exceptional customer experiences at every touchpoint.

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Introduction

Challenges

Benefits

Why Post-Call

How it works

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Ramp new agents faster while increasing agent retention through personalized training and coaching

Improve scalability and cost efficiency by reducing the need for manual intervention

Identify customer needs and business insights

Make QM and compliance processes more efficient and effective with AI-driven insights and advanced analytics

Businesses find they are missing the data to identity the behaviors that impact performance

Lack of visibility into actual results makes it difficult to bridge the performance gap

Organizations are missing the tools to drive effective and efficient coaching at scale

Cresta Conversation Intelligence can revolutionize your operations. Let's dive in and discover the future of customer service together!

Thanks!

Let’s explore one of our most valuable features: Performance Insights

Performance Insights allows managers and supervisors to get a holistic view of agent performance

Businesses find they are missing the data to identify the behaviors that impact performance

Cresta’s Performance Progression gives you a bird’s eye view to ensure adherence to behaviors across your team. You can even drill into exact moments

Go ahead, try it out.

We see that Sue Wright is only adhering 50% of the time.

Let’s take a closer look

Here is a look at the whole team’s adherence to Disclosure / Compliance.

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Performance Insights dashboard

Let’s see exactly where in the conversations she did not disclose recording

We can see examples of conversations where Sue did and did not disclose recording.

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Performance Insights dashboard

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Cresta QM detects whether or not the agent performed behaviors and fills each interaction's scorecard accordingly, for automated QA of 100% of calls.

Full conversation transcripts are generated with industry-leading accuracy

Managers can:

Leave comments and coaching notes for the agent

View all behaviors and hints the agent did or did not follow on the call

Save teachable moments in the conversation library

Closed conversation library

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Reviewing a Closed conversation

Supervisors can view key moments in an entire conversation including...

Sentiment and emotion

When behaviors were performed or missed

Real-time guidance shown to the agent

Managers can jump to specific parts of the conversation using the timeline or key moments

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Customer Insights

Explore a holistic view of your customers' sentiment, emotion and conversation topics.

Drill-down into insights and create rules based on actual data

Say good-bye to sifting through data and listening in on calls. Cresta structures your customer data into digestiable, actionable insights.

Let’s find out why some customers are canceling

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Customer Insights

Drilling down shows an in-depth view of where terms associated with canceling service are mentioned in your conversations

Easily take action, creating a new coaching hint instructing agents to provide a promo code to customers who want to cancel

This is just the beginning of what Cresta can do for your business. Let’s take a quick peek at a few other Post-Call features

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Identify trending topics and anomalies to understand which issues and opportunities to prioritize

Uncover, explore, and understand interaction topics and their associated customer sentiment

Easily evaluate how Cresta’s assistance is being adopted by agents and drill down into Agent Asisst capabilities and individual conversations

Discover conversation-level outcome insights to understand which behaviors have the most impact on success

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To dive further into Cresta Conversation Intelligence, schedule a live demo today.

LIVE DEMO