Cresta
Cresta is an AI-powered tool designed to improve customer support and sales teams.
Overview
Cresta uses advanced artificial intelligence to help businesses enhance their customer interactions. With its smart technology, it can analyze conversations in real time, providing instant feedback and suggestions to support agents. This leads to better responses and happier customers.
The platform is designed to streamline the process of handling customer queries, making it easier for support staff to access important information and deliver high-quality service. By using AI, Cresta helps teams work more efficiently and effectively, allowing them to focus on what truly matters—solving customer issues.
In addition, Cresta offers training modules that help staff improve over time. As the software learns from different interactions, it gets better at suggesting the right approaches and techniques tailored to each situation. Overall, Cresta is an excellent addition to any business looking to boost their customer service capabilities.
Key features
Real-Time Conversation Analysis
Cresta analyzes conversations as they happen, offering instant feedback to agents for immediate improvements.
AI-Powered Suggestions
The tool provides contextual suggestions to help agents respond better to customer queries.
Performance Tracking
Cresta tracks agent performance, highlighting areas for improvement and celebrating successes.
Training Modules
Offers training tools that enhance the skills of support staff through personalized learning based on actual conversations.
Team Collaboration
Encourages teamwork by sharing insights and best practices among team members.
Integration Capabilities
Easily integrates with existing customer relationship management systems for seamless workflow.
Customizable Dashboards
Users can create dashboards that display real-time data and key performance indicators.
Multi-Channel Support
Works across various communication channels including chat, email, and phone.
Pros & Cons
Pros
- Improved Customer Satisfaction
- Increased Efficiency
- Enhanced Training Opportunities
- Data-Driven Insights
- Easy to Use
Cons
- Dependency on Technology
- Cost Consideration
- Learning Curve
- Limited Language Support
- Occasional Inaccuracy
Feature Ratings
Based on real user reviews, here's how users rate different features of this product.
Training
Organizes knowledge from fellow sales representatives and other experienced employees for reference. 23 reviewers of Cresta have provided feedback on this feature.
Based on 23 reviewsOffers content and training for new hires within the tool. This feature was mentioned in 21 Cresta reviews.
Based on 21 reviewsFeedback
Lets managers review recorded video pitches to discuss areas of skill and areas that require improvement. 21 reviewers of Cresta have provided feedback on this feature.
Based on 21 reviewsAs reported in 18 Cresta reviews. Provides a scorecard to display team and/or individual performance.
Based on 18 reviewsAs reported in 18 Cresta reviews. Allows managers to utilize and snapshot scorecards to coach new hires and assign action items.
Based on 18 reviewsBased on 18 Cresta reviews. Projects team sales performance publicly to reward and motivate employees.
Based on 18 reviewsAs reported in 19 Cresta reviews. Updates sales data in real-time so as to help teams remain close to their goals.
Based on 19 reviewsAs reported in 18 Cresta reviews. Notifies users of company-specified "danger zones" to correct behaviors and re-align sales processes in the right direction.
Based on 18 reviewsAs reported in 16 Cresta reviews. Motivates employees by creating time-sensitive competititons that drive performance.
Based on 16 reviewsCall Analytics
Records sales calls and facilitates playback
Utilizes machine learning technology to analyze recorded sales calls
Analyzes or facilitates the analysis of recorded and stored sales calls for insight
Leverages analytics to qualify and score calls in real time
Agent Performance Management
Leverages technology to rate or "read" recordings to determine the impact of sales calls
Transcribes sales calls from speech to text
Utilizes artificial intelligence technology to discover insights within recorded sales calls
Quality Assurance
Provides tools for evaluating customer interactions
Offers features for maintaining fair and consistent scoring
Generates quality and performance reports
Engagement
Tools for providing personalized feedback and coaching sessions
Provides a centralized dashboard for agents to view their scores and feedback
Tools for educating and training agents
Performance
Integrates with other customer service or CRM software
Helps ensure customer privacy and data protection
Data Ingestion
Processes large data sets
Processes unstructured data
Gives user ability to upload or process various types of files
Presentation
Outputs fluent reports based on the inputted data
Outputs easy to read charts and graphs based on the inputted data
Grants ability to change generated content based on audience
System
Supports programming languages such as Java, C, or Python. Supports front-end languages such as HTML, CSS, and JavaScript
Offers the ability for developers to drag and drop pieces of code or algorithms when building language models
Provides users with pre-built algorithms for simpler model development
Allows user to build custom language models
Responses
Provides personalized responses to interlocator based on segmentation or past responses.
Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.
Can have a natural, human-like conversation with an interlocator.
Customize your chat workflows with rules and automations.
Control who the chatbot converses with (and when).
Has the ability to connect interlocator with a human agent when the need arises.
Can provide interlocators with menus, through which they can choose a relevant response.
Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion.
Platform
Allows business to edit conversations to meet the unique needs of one's business.
Gives users the ability to update systems, like CRM, based on conversations.
Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.
Provide tools for live chat on one's website.
Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools.
Has the ability to customize look and feel of chatbot to match` company branding.
Gives user the ability to analyze conversations with the chatbot and see its performance.
Allows users to test the efficacy of various responses through A/B testing.
Allows for varying access to chatbot and admin settings, depending on user, their role, etc.
Can collect and store information from interlocators, such as email, phone number, etc.
Automation - AI Agents
Allows users to automate responses to customer inquiries across various channels.
Allows users to automate responses to customer inquiries across various channels.
Allows users to automate the process of generating and qualifying sales leads.
Allows users to automate the handling, processing, and management of documents.
Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.
Autonomy - AI Agents
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Provides the AI agent the ability to execute tasks without requiring constant user input.
Allows the AI agent to identify and resolve issues without user intervention.
Rating Distribution
Screenshots
User Reviews
View all reviews on G2Inbound Sales Chat
What do you like best about Cresta?
What I like most with Cresta is that when you receive a chat, you have valuable info right there ready for you with the account number, name, and phone number to make it easy to pull up the account and have that ready to go. It is also great that you can see prior chat history so you can check that out to see what the customer needed last so you are fully prepared for what the customer throws at you. I do also enjoy the predictive text to save having to type everything out though it can still be better.
What do you dislike about Cresta?
What I dislike most about Cresta is sms and app chats, there are fewer predictive text options if at all available. The payment system is terrible for new accounts that are inactive that need to send payment links to as there is no service to select as the account is not active to create the payment link causing issues and poor user experience for both agent and customer.
What problems is Cresta solving and how is that benefiting you?
Automated responses help with handling times and create a positive experience.
Chat history helps with customers coming back for offers and being able to see previous offers mentioned to create a positive experience
Amazing AI-Powered Coaching Tool
What do you like best about Cresta?
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 conver...
Cresta has improved the way we work.
What do you like best about Cresta?
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 ...
My experience with Cresta has been very enjoyable.
What do you like best about Cresta?
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...
I like that cresta allow you to review the call logs after the call.
What do you like best about Cresta?
I like that cresta transcribe the audio call to text and we are able to follow through as we go through the call. However, it will be nice if cresta can transcribe it properly for the bilingual customers that have accent. When you read the text, it's completely di...
Company Information
Alternative Conversational Intelligence tools
FAQ
Here are some frequently asked questions about Cresta.
Cresta is an AI tool that helps customer support teams improve their service.
Cresta analyzes conversations in real time and gives instant feedback to agents.
Any business with a customer support or sales team can benefit from Cresta.
Yes, Cresta has an intuitive interface that's easy to navigate.
Cresta provides personalized training based on real-life customer interactions.
Yes, Cresta can easily integrate with most CRM systems.
Benefits include improved customer satisfaction, increased efficiency, and enhanced training.
Yes, Cresta works on various devices, including mobile phones.
You can visit their website and sign up for a demo to see how it fits your needs.
