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Cresta

AI operating system for customer experience — assist, QA, coaching, and virtual agents.

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About

Cresta is a Sunnyvale platform that wraps the whole contact center workflow in AI: real-time agent assist with suggested responses, post-call QA and coaching plans built from every conversation, and virtual agents for routine voice and chat. Its models learn from each company's top performers to spread winning behaviors, and it plugs into Genesys, Five9, NICE, Amazon Connect, Salesforce, ServiceNow, Zendesk, and HubSpot. Customers include United Airlines, CVS Health, and Marriott. It is built for the enterprise — smaller teams may find the scale and sales process heavier than they need.

What it can do

  • Real-time agent assist
  • Automated QA and coaching
  • Virtual agents (voice + chat)
  • Conversation intelligence
  • Top-performer behavior modeling

Setup

  1. Connect your CCaaS and CRM platforms.
  2. Ingest historical transcripts to train behavior models.
  3. Configure real-time assist and QA scorecards.
  4. Launch coaching workflows and virtual agents.

Prerequisites

Enterprise contract; existing CCaaS (Genesys, Five9, NICE, Amazon Connect, etc.).

Use cases

agentsautomationdata

Works with

genesysfive9niceamazon-connectavayaciscotwiliosalesforceservicenowzendeskhubspot

Trust score — 8/10

/10 trustMetrics-checked

Scored 8/10 (metrics tier, metrics-v1). Evidence: Fortune 500 customers: United Airlines, CVS Health, Marriott; Real-time assist + QA + coaching + virtual agents in one platform; Broad CCaaS/CRM integrations (Genesys, Five9, NICE, Salesforce). License: Proprietary SaaS; quote-based enterprise pricing..

How the trust score is built

Full methodology →
Adoption · stars/downloads, log-scaled vs peers
8.0/10
Maintenance · recency, releases, issue load
8.0/10
Openness · license + docs
4.0/10
Manual review · sanity read + red-flag check
8.0/10
  • · Fortune 500 customers: United Airlines, CVS Health, Marriott
  • · Real-time assist + QA + coaching + virtual agents in one platform
  • · Broad CCaaS/CRM integrations (Genesys, Five9, NICE, Salesforce)

Sources

Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.