Cresta is a contact-center AI platform built for sales and customer-experience teams at enterprise scale. The core product is a layered stack: real-time Agent Assist that whispers next-best actions and approved language to a live agent mid-call, a Knowledge Agent that surfaces grounded answers from internal documentation, an autonomous AI Agent for full deflection, and a Conversation Intelligence layer that mines every interaction for coaching signals, win-loss patterns, and quality scores.
Where Gong and Chorus focus on post-call analytics for B2B sales reps, Cresta focuses on in-call intervention for high-volume operations — airlines, telco, BPOs, large insurance and lending desks. Its differentiator is the proprietary Cresta-tuned models trained on a customer's own conversation corpus, so the suggestions reflect the playbook the team actually wants reps to follow rather than generic large-model output.
Customers include United, Alaska Airlines, Marriott, Hilton, LendingClub, and Propel Holdings. Deployments are typically multi-quarter — the platform sits inside the contact-center stack alongside Genesys, NICE, or Five9, and integrates with the CRM (Salesforce, MS Dynamics) plus internal knowledge sources.
This is firmly an enterprise tool. There is no self-serve tier, pricing is six-figure-and-up annually, and rollout requires conversation data, change-management buy-in, and ongoing model tuning. For organizations that have those resources, the real-time intervention is materially different from after-the-fact call review — and it's the part of the AI-coaching market that traditional call-recording vendors haven't cracked.
