Cresta Quality Management (QM) transforms quality assurance from a resource drain into a performance driver. It uses generative AI to instantly auto-score every conversation—across every channel—for compliance and performance with precision accuracy. By evaluating 100% of interactions, Cresta provides full visibility into agent behavior and links those behaviors to outcomes, enabling targeted coaching that actually drives results. Enterprise contact centers trust Cresta QM to deliver a true-to-life picture of performance, replacing random sampling and keyword-based detection with outcome-centric evaluation. The platform supports both human and virtual agents, ensuring consistent customer experience and scalable quality management.

Features

• AI Auto-Scoring: Automatically evaluates every conversation for compliance and performance using generative AI.
• 100% Interaction Coverage: Moves beyond sampling to full QA, providing complete visibility into agent behavior.
• Generative AI Rule Definition: Evaluates behaviors across all interactions, offering a realistic view of performance.
• Outcome-Centric Scoring: Correlates agent actions to business outcomes and identifies what to reinforce.
• AI-Powered Coaching Recommendations: Uses QM scores to suggest who to coach and what to coach them on.
• Hybrid Scoring: Combines AI auto-scoring with AI-assisted human scoring for maximum quality at minimal cost.
• Supervisor Monitoring Tools: Tracks supervisor activity, including call reviews and coaching actions.
• Unified Evaluation: Assesses both human and virtual agents for consistent quality across channels.

Benefits

• Reduced QA Workload: Cresta QM significantly lowers the manual effort required for quality assurance by automating the evaluation of all conversations, eliminating the need for random sampling.
• Fairer Agent Evaluation: By scoring 100% of interactions, agents are assessed more accurately and consistently, reducing the impact of isolated poor performances.
• Improved Coaching Impact: The platform identifies specific coaching opportunities based on performance data, enabling supervisors to deliver targeted feedback that drives measurable improvements.
• Consistent Customer Experience: Both human and virtual agents are evaluated using the same standards, ensuring uniform quality across all customer interactions.
• Scalable Oversight: Supervisors can monitor review activity, track coaching completion, and ensure accountability across teams with built-in reporting tools.