Cresta
by Cresta
Contact center AI platform for autonomous AI agents, real-time agent assist and conversation intelligence
Cresta is an enterprise contact center AI platform that combines autonomous voice and chat AI agents with real-time guidance for human agents, conversation analytics and automated QA. It is built for large customer-service and sales contact centers that want to automate routine conversations while making their human agents faster and more consistent.
Cresta is a Sunnyvale, California company, led by CEO Ping Wu, that sells a unified customer-experience AI platform for contact centers running both human and AI agents. Its product line covers AI Agent, which handles voice and digital conversations end to end with escalation to humans; Agent Assist, which whispers real-time guidance to human agents during live calls; Knowledge Agent, launched March 17, 2026, which listens ambiently to calls and reads on-screen CRM data to surface cited answers from knowledge bases and policies without being prompted; Conversation Intelligence, which analyses every conversation for insights; and Quality Management, which automates QA scoring. In June 2026 Cresta launched Conductor, an agent-building agent that runs discovery, produces a blueprint for developer approval, generates the full agent including subagent orchestration and custom code, tests it against Cresta's Synthetic Customers, and diagnoses production failures from transcripts; Cresta claims it lets engineers deploy production agents twice as fast. The platform integrates with NICE, Genesys, Five9, Amazon Connect, Salesforce, Cisco, Avaya, Twilio, LivePerson, RingCentral and 8x8. Customers named by Cresta include United Airlines, Marriott, Cox Communications, Intuit, CVS, Porsche, Alaska Airlines and Brinks Home. Cresta raised a $125 million Series D in November 2024 co-led by World Innovation Lab and QIA, bringing total funding above $270 million, with earlier backing from Andreessen Horowitz, Greylock and Sequoia. Sacra estimates it reached $100 million ARR in April 2026. It competes with NICE, Genesys, ASAPP, Observe.AI and Level AI.
The VP of customer experience or contact-center operations at a large enterprise running hundreds of agents on NICE, Genesys, Five9 or Amazon Connect, who wants to automate routine calls and lift human-agent performance on one platform.
Higher containment and faster, more consistent human agents from one platform that covers AI agents, live assist, QA and analytics across the whole conversation volume.
At a Glance
- Category
- Audio & Voice
- Pricing
- Subscription, Usage-based, Contact for pricing
- Target Market
- Contact Center Leaders, CX Executives, CIOs, Enterprise Developers
- Deployment
- Cloud-only, API-based
- Headquarters
- Sunnyvale, CA, United States
Key Features
- ✓AI Agent
Autonomous voice and digital agents handle customer conversations end to end and escalate to humans, raising containment for routine contacts.
- ✓Agent Assist
Real-time whisper guidance and suggestions for human agents during live calls, improving consistency and shortening ramp time for new hires.
- ✓Knowledge Agent
Listens ambiently to calls and reads CRM screens to proactively surface cited answers from policies and knowledge bases without manual searching.
- ✓Cresta Conductor
An agent-building agent that turns natural-language requirements into a reviewed blueprint, full agent code, simulated tests and production fix lists.
- ✓Conversation Intelligence and QA
Analyses every conversation and automates quality scoring, replacing sample-based manual QA with full coverage and trend insights.
- ✓Broad CCaaS integrations
Native connections to NICE, Genesys, Five9, Amazon Connect, Salesforce, Cisco, Avaya and Twilio, so it layers onto existing telephony.
Capabilities
Use Cases
- •Home-security support automation
Brinks Home reported a 50% cut in QM costs and call transfers falling from 30% to 8% after deploying Cresta.
- •Consumer-lending containment
Snap Finance raised AI containment from 6% to 33%, according to a third-party review, shifting routine lending calls away from human agents.
- •Live policy lookup for agents
Airline and hotel agents get proactive, cited policy answers on screen during calls, reducing holds and inconsistent answers to customers.
- •Faster AI agent development
Engineering teams use Conductor to build, simulate-test and iterate customer-facing AI agents, which Cresta says halves time to production.
- •Full-coverage quality management
QA teams score every interaction automatically instead of sampling a few percent, finding coaching opportunities and compliance risks sooner.
Ideal For
Best For
- ✓Large voice-heavy contact centers in travel, hospitality, telecom and financial services
- ✓Automating routine customer calls and chats with AI agents that escalate to humans
- ✓Real-time guidance and knowledge surfacing for human agents during live calls
- ✓Automated QA and conversation analytics across 100% of interactions
- ✓Enterprises on NICE, Genesys, Five9, Amazon Connect or Salesforce contact-center stacks
Not Ideal For
- ✗SMB and mid-market support teams — six-figure annual contracts put it out of reach, and per-resolution tools like Intercom Fin are cheaper
- ✗Help-desk and ticket-centric support operations, where its voice-first strengths add less value
- ✗Teams needing a fast, self-serve rollout; implementations take roughly 2 to 8 weeks with integration and model training on transcripts
Deployment
Market Analysis
Pros
- ✓Broad product covering AI agents, agent assist, knowledge, QA and analytics in one platform
- ✓Deepest telephony and CCaaS integration coverage in its category per independent reviewers
- ✓Strong Fortune 500 references such as United Airlines, Marriott, Cox and Intuit
- ✓Extensive compliance stack including SOC 2, ISO 27001, HIPAA and GDPR
Cons
- ✗Opaque, demo-gated pricing and six-figure annual contracts
- ✗Implementation takes weeks and requires integrating the voice stack and training on transcripts
- ✗Few vendor-published autonomous resolution benchmarks; evidence relies on case studies
- ✗Faces platform vendors like NICE and Genesys bundling AI at marginal cost
Pricing
Agent Assist (AWS Marketplace listing)
$150,000/yr
- ✓Up to 100,000 calls or 125,000 chats
- ✓Overages $1.50 per call, $1.20 per chat
Enterprise platform
Contact for pricing
- ✓AI Agent
- ✓Agent Assist
- ✓Knowledge Agent
- ✓Conversation Intelligence
- ✓Quality Management
- ✓Conductor
Cresta publishes no pricing page; quotes are demo-gated annual contracts combining seats and conversation volume. The only visible list price is an AWS Marketplace Agent Assist listing at $150,000 per year for up to 100,000 calls or 125,000 chats, with per-call and per-chat overages.
Security & Compliance
Sources
This page was written from 7 sources, 6 on domains other than cresta.com.
- 1.cresta.com — cresta.comvendor
- 2.prnewswire.com — cresta launches conductor the agent for ai agent development
- 3.prnewswire.com — cresta closes 125m series d to accelerate adoption of human
- 4.cmswire.com — cresta launches knowledge agent for contact centers
- 5.sacra.com — cresta
- 6.theaiagentindex.com — cresta
- 7.getmacha.com — cresta ai complete guide
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