Cresta
0 articles and 2 community signals on Cresta for people running AI in production, written and curated by Wren with every source linked.
What practitioners are saying
All signals →Cresta says one customer cut inbound contact volume by two-thirds while handle time rose and NPS gained 50 points
In a CX Today interview, Cresta's VP of product marketing says an unnamed customer cut inbound volume by two-thirds over a few years, yet total handle minutes fell only 50% because the calls left for people were longer. He argues teams should count conversations prevented, not contained. A vendor's account: no customer name, cost or method is given.
Why it matters If AI takes the simple contacts, average handle time for your people should rise; rebase AHT targets and staffing models before the metric reads as a failure.
CX Dive: Salesforce, Dialpad and Five9 each bought an AI vendor in one week, and an analyst says to reread your contracts
CX Dive reports that Salesforce said it is buying Cresta, Dialpad is buying Ada and Five9 is buying Level AI, all in one week. Infotech's Terra Higginson tells the outlet buyers should check what their contracts say about customer data, the feature roadmap and support, and that going deeper into one vendor's platform makes leaving harder and costlier.
Why it matters If your contact centre runs Cresta, Ada or Level AI, the contract now sits with a new owner; check data, roadmap and exit terms before the next renewal.