Zoom, Cresta Partner to Deliver AI-driven Intelligence for Contact Center

Cresta, a leader in real-time intelligence for the contact center, announces today the availability of an integration between Cresta and Zoom Video Communications Inc. With the integration, Zoom Contact Center customers now have the ability to deploy real-time voice integration into their contact center using Cresta’s advanced AI-driven, real-time intelligence layer.

The integration allows Zoom customers to accelerate revenue generation by improving sales conversion rates and increasing customer retention and collections. Cresta’s real-time intelligence platform also improves call coaching by automating the quality assurance process.

“The Zoom Contact Center solution has set a new standard for customer experiences through omnichannel and video-optimized interactions,” said Zayd Enam, CEO of Cresta. “The Cresta integration will help Zoom Contact Center accelerate its goal of meeting the needs of the modern agent and end customer experience.”

Cresta’s platform allows Zoom customers to use a simple interface instead of having to go through a lengthy programming process. The integration can be enabled through the Zoom administration portal, providing a simple and secure way to integrate to Cresta’s powerful real-time AI suite that includes Agent Assist, Knowledge Surfacing, Supervisor coaching, QA and Insights. Customers using Cresta see CSAT increase on average by 15 percent, new agent ramp time decreased by three times and agents save three to five hours per week through elimination of repetitive tasks.

“The Cresta platform complements the Zoom Contact Center offering,” said says Kentis Gopalla, head of ecosystem for Zoom Phone and Contact Center. “The combination of Cresta’s real-time capabilities with Zoom Contact Center helps our customers improve agent productivity by providing additional insights and deliver better customer experiences. This integration makes it easy to offer our solutions in a secure way without complex IT work, so customers can focus on business value.”

The partnership marks another important milestone for Cresta in 2022, including bolstering the executive team, securing an $80 million Series C funding, and the unveiling several products that demonstrate how AI is reshaping contact center operations.

To learn more about Cresta, visit www.cresta.com.