Cresta Insights surfaces data that informs strategic decisions and suggests actions to improve your most critical results. It enables enterprise contact centers to understand what’s happening at unprecedented scale by analyzing 100% of conversations across channels using semantic, contextual, and behavioral AI. The platform is designed to be configurable with clicks—not code—making it accessible and actionable for business leaders. Cresta Insights helps organizations prioritize what matters most by delivering outcome-based intelligence rather than disorganized data overload. It quantifies insights in terms of real business results such as sales, customer retention, and case resolution, allowing teams to focus on what truly drives performance.

Features

• Full Conversation Coverage: AI-powered semantic, contextual, and behavioral analysis of 100% of conversations across channels.
• No-Code Configuration: Insights and dashboards are customizable with clicks, not code, making deployment fast and flexible.
• Outcome-Based Intelligence: Quantifies insights based on business results like customer satisfaction, retention, and resolution rates.
• Proactive Recommendations: AI suggests actions to improve performance and highlights root causes of issues.
• Custom Dashboards: Bespoke, cross-channel dashboards provide a unified view of performance metrics.
• One-Click Workflows: Enables fast action on insights without manual effort, streamlining operations.

Benefits

• Strategic Clarity: “We can quickly get a huge set of data to give us a clear picture, and that allows us to make adjustments a lot more quickly.” – David Sauer, Manager of Inside Sales, Vivint.
• Improved Customer Satisfaction: +23% improvement by identifying and addressing bad practices.
• Higher First-Call Resolution: 75% increase by pinpointing and reinforcing impactful agent behaviors.
• Faster Decision-Making: Cuts out the legwork of legacy analytics platforms, enabling rapid action at scale.
• Scalable Impact: Drive change across teams and channels with AI-powered insights and automation.
• Trusted by Enterprises: Used by leading organizations to transform customer conversations into better business decisions.