# Cresta Reviews **Vendor:** Cresta **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.2/5.0 **Total Reviews:** 43 ## About Cresta Cresta is an AI-native contact center platform that combines the best of AI and human intelligence to turn every customer conversation into a competitive advantage. Our unified platform powers both human and AI agents across voice and digital channels, helping enterprises discover customer insights and behavioral best practices, automate high-volume conversations and inefficient workflows, and empower every team member to work smarter and faster. Built for large, complex enterprises, Cresta unifies real-time guidance, analytics, and automation so leaders can see exactly what is happening in their contact centers and take action with confidence. Teams use Cresta to uncover what top performers do differently, standardize those behaviors across the organization, and continuously improve experiences without adding manual overhead. From accelerating onboarding and reducing average handle time to improving compliance and consistency, Cresta helps transform the contact center from a cost center into a strategic growth engine. With solutions spanning real-time agent assistance, quality management and coaching, conversation intelligence, and omnichannel AI Agents, Cresta helps enterprises save time and money, differentiate the customer experience, and accelerate revenue growth across the entire customer lifecycle. Cresta powers the world's leading customer experiences for brands like United Airlines, NRG, and Cox Communications. Born out of the Stanford AI Lab and led by executives from Google Contact Center AI, Vertex AI, and OpenAI, Cresta is backed by leading investors including Andreessen Horowitz, Sequoia, and Greylock. ## Cresta Pros & Cons **What users like:** - Users value the **call recording feature** of Cresta for its insightful analysis and real-time coaching capabilities. (2 reviews) - Users value the **ease of use** of Cresta, as it simplifies the analysis of calls and boosts productivity. (2 reviews) - Users value the **AI analytical ability** of Cresta, enhancing productivity and insights from real-time coaching during calls. (2 reviews) - Users praise the **accuracy** of Cresta for its ability to analyze calls and provide valuable insights effortlessly. (1 reviews) - Users appreciate the **AI analytical ability** of Cresta, effortlessly gaining insights from telephone call analysis. (1 reviews) - Artificial Intelligence (1 reviews) - Users value the **real-time coaching** from Cresta, enhancing productivity and elevating team performance significantly. (1 reviews) - Users value the **real-time coaching** from Cresta, significantly enhancing productivity and boosting performance among team members. (1 reviews) - Users value Cresta's **real-time coaching** , which enhances productivity and boosts performance of middle-tier representatives. (1 reviews) - Data Analytics (1 reviews) **What users dislike:** - Users express concerns about Cresta's **AI inaccuracy** , noting irrelevant question/answer identification affecting overall user experience. (2 reviews) - Users experience a **poor understanding** of caller intent with Cresta, leading to irrelevant questions and answers. (2 reviews) - Users experience **unclear understanding** from Cresta's AI, leading to irrelevant question and answer identification, requiring patience to adapt. (2 reviews) - Users face **accuracy issues** with Cresta, as it struggles to understand caller intent and provide relevant answers. (1 reviews) - Users express concerns about **AI dependency** , noting it requires patience to align with business models and methodologies. (1 reviews) - Users find the **AI limitations** frustrating as it takes time to adapt to specific business models and methodologies. (1 reviews) - Context Understanding (1 reviews) - Users find the **difficult learning curve** of Cresta challenging, requiring patience and dedication for effective use. (1 reviews) - Inaccuracy (1 reviews) - Inaccurate Data Analysis (1 reviews) ## Cresta Reviews ### 1. Cresta game changer **Rating:** 4.5/5.0 stars **Reviewed by:** Chad S. | University Director of Admissions, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2025 **What do you like best about Cresta?** Cresta real-time coaching with representatives has improved productivity with the middle of the pack members. Representatives are getting prompts real-time to improve conversations without waiting for call reviews with a manager. Seen B players rising up the ranks. **What do you dislike about Cresta?** Cresta is great product, dislike its your AI and it takes time to understand your business model and call methodology. You have to have patience and really a dedicated person who is almost an AI linguist once you figure it out everything changes but pack patience once you have it down its amazing. **What problems is Cresta solving and how is that benefiting you?** Real time coaching with all representatives, it eliminates managers time to listen to live calls or recordings to provide coaching. Cresta provides us real-time coaching tools and coaching plans for each individual. 100% of conversations are captured for quick analysis and training. ### 2. Powerful Call Analysis, But Knowledge Assist Needs Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about Cresta?** The AI analytical ability. It is able to analyze all telephone calls and help identify insights very easily. **What do you dislike about Cresta?** The model used for Cresta's knowledge assist is not very accurate in understanding the overall caller's intent, so the questions/answers it identifies are not relevant. **What problems is Cresta solving and how is that benefiting you?** Cresta has helped agents become more efficient on calls and helped reduce onboarding time. It has also helped iwth call analysis. We have also started using Cresta for quality assurance which is allowing us to review most/all calls instead of just a sampling when we were doing it manually. ### 3. Inbound Sales Chat **Rating:** 3.5/5.0 stars **Reviewed by:** Charles D. | inbound sales, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Cresta?** What I like most with Cresta is that when you receive a chat, you have valuable info right there ready for you with the account number, name, and phone number to make it easy to pull up the account and have that ready to go. It is also great that you can see prior chat history so you can check that out to see what the customer needed last so you are fully prepared for what the customer throws at you. I do also enjoy the predictive text to save having to type everything out though it can still be better. **What do you dislike about Cresta?** What I dislike most about Cresta is sms and app chats, there are fewer predictive text options if at all available. The payment system is terrible for new accounts that are inactive that need to send payment links to as there is no service to select as the account is not active to create the payment link causing issues and poor user experience for both agent and customer. **What problems is Cresta solving and how is that benefiting you?** Automated responses help with handling times and create a positive experience. Chat history helps with customers coming back for offers and being able to see previous offers mentioned to create a positive experience ### 4. Amazing AI-Powered Coaching Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Emily R. | Digital Sales Manager, Inbound, Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Cresta?** Cresta is a great coaching tool that allows me to review and score chats efficiently. I can read conversations and pull up the score guide on the right-hand side seamlessly. When I coach consultants, Cresta allows me to activate real-time hints in different conversation areas for each team member. Through the Cresta AI, the system learns to place these coaching hints from the thousands of conversations properly. **What do you dislike about Cresta?** I don't have complaints about the Cresta system at all. Once in a while, there will be a few bugs that prevent me from pulling up my team automatically, or I get a random error message when I try to score a chat, but these are very rare. If I report a problem, Cresta responds to my request in an appropriate amount of time. **What problems is Cresta solving and how is that benefiting you?** In the past, I had to read chats and score in a different system, which often took a long time since I had to switch between tabs constantly. Everything I need to coach, conversations, hints, and coaching plans are all stored in one centralized system. I spend less time scoring and more time preparing and helping my team have great conversations. ### 5. Cresta has improved the way we work. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Cresta?** For my consultants, they can't imagine working without it. As a leader of a chat team, the majority of my day is spent in Cresta Director and it is invaluable. It makes it very easy to review my consultants Coaching Plans and to score their conversations. For new hires, I enjoy the LIVE viewing feed so I can monitor the team easily and flip back and forth between conversations so I can provide immediate, on the spot feedback. **What do you dislike about Cresta?** Not really a dislike but with all technology, you want it exactly the way you want it and you want it to be right now. I would like to see some more personal customization and have it on the go. But with that said, the Cresta team is very responsive to change requests and evaluates based on priority. **What problems is Cresta solving and how is that benefiting you?** The customization of Cresta Director so it has everything I need to make my job easier. It has all of my Coaching Plans in one organized place to review for myself and my consultants. ### 6. My experience with Cresta has been very enjoyable. **Rating:** 4.0/5.0 stars **Reviewed by:** Marcus F. | Marketing Reservations, Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I like being able to see the conversation. That way, if there is something I forget, I can go back and look over it. I also like the fact that we can review calls after they are completed, in order to improve our skills and become better. Being able to see what is being said is very important in the space that we work in, so it helps with call reviews and training as well. I think this is the type of technology that will be incorporated into many call center and business settings. I would definitely recommend this product to my peers and colleagues. **What do you dislike about Cresta?** The only thing I would want to improve would be the application itself, at times it doesn't work correctly. When I first started in the department, I could not get the application to work correctly and had issues with the IT team so that these issues would be resolved. Also sometimes the words I use aren't always shown, which may be an error on my part to make sure I annunciate correctly. **Recommendations to others considering Cresta:** I would tell people looking at cresta that it is definitely a positive and should consider it. **What problems is Cresta solving and how is that benefiting you?** They are solving the problem of misrepresentation, since the calls are being logged. Now we have the ability to ensure that when a guest says that they were told one thing or another, we can have the script and read through while we listen, so that we are sure of the information that we are consuming to be true. There is definitely a space for the information to be utilized. ### 7. I like that cresta allow you to review the call logs after the call. **Rating:** 4.5/5.0 stars **Reviewed by:** Ruth D. | Travel advisor, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2022 **What do you like best about Cresta?** I like that cresta transcribe the audio call to text and we are able to follow through as we go through the call. However, it will be nice if cresta can transcribe it properly for the bilingual customers that have accent. When you read the text, it's completely different from the audio. **What do you dislike about Cresta?** I don't like when the guest provide their phone number, cresta hide the number and show it as asterisks. That is not helpful at all, I don't know why they switch it from the original format. **Recommendations to others considering Cresta:** I would say go for it, it's easy to use and provide resourceful tips. **What problems is Cresta solving and how is that benefiting you?** Cresta is making review calls easier and more thorough for team members and managers. I think it's very beneficial and useful for us especially if the guest claim something was offered when it wasn't. ### 8. Efficiency at it's best! **Rating:** 5.0/5.0 stars **Reviewed by:** Stacy R. | Regional Contact Center Training Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Cresta?** The Cresta application gives the ability to see the call transcript. This is good for future review of the customer calls but especially important for coaching the agents to the next level. This feature also allows the agent to self-check their performance to determine what they can do better on the next call. **What do you dislike about Cresta?** There aren't many downsides, but what would be nice is to see the agent's view. When training the database currently, the only way to explain the application in its entirety, we must use screenshots of the agents. **Recommendations to others considering Cresta:** Use it daily! **What problems is Cresta solving and how is that benefiting you?** Efficiency and effectiveness are huge problems that Cresta is tackling. I especially like how the Cresta team listens to our needs and shortly after there are new features added to offer us additional abilities to make Cresta a one-stop-shop for coaching and quality assurance. ### 9. Inbound Sales Chat **Rating:** 3.5/5.0 stars **Reviewed by:** Courtney B. | Inbound Sales Chat, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Cresta?** Cresta is helpful with having the account number, and if the customer is logged into the account. I also enjoy I can see when the customer is typing. I can take more chats if I want. **What do you dislike about Cresta?** I find it hard for the system to stay connected to our VPN and it will time out. Also, the suggestions that come up sometimes are not even relevant to the conversation. The payment option dose not always work. **What problems is Cresta solving and how is that benefiting you?** Cresta helps my wrist not be so tired all day from typing. It also benefits me because I am able to easily transfer a customer to a different department, as well as read what another agent said to the customer from a previous chat. ### 10. Very helpful in remember what guests said. **Rating:** 5.0/5.0 stars **Reviewed by:** Jalana T. | Guest Love Agent, Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** Good to remember conversation and verify what you or a guest said. Also very helpful in keeping track of call throughout the day. Very helpful to backtrack if you want to remember a telephone number or name without getting the guest frustrated. **What do you dislike about Cresta?** Sometimes it does not transcribe properly or pick up on calls. Also when you review the telephone calls it bleeps out all the number which i know it is more for credit card privacy but sometime shearing the telephone number is useful. **Recommendations to others considering Cresta:** Very useful to keep track of work and calls **What problems is Cresta solving and how is that benefiting you?** Holding agents accountable for what they tell guests and promise during the time of booking. For training purposes easier to pull up the call versus our actual phone system that we use. ### 11. I really feel that cresta is very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** hazel p. | marketing Reservations, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** the feature i like the most is the recommendations when talking to a guest **What do you dislike about Cresta?** i dont like that the phone number is in stars sometimes you really cant here the guest very well and before you can see the number it was super helpful. If they can find a way to not allow the credit cards number to show but allowthe phone number would be awaesome. **Recommendations to others considering Cresta:** Since having cresta it has been more easier to get my job done and sufficient. **What problems is Cresta solving and how is that benefiting you?** for me its very helpful cause im a very forgetful person so i dont like asking questions the same questions over and over with cresta i can go back and see what the guest stated if its in dates or any problem. ### 12. Inbound Sales Chat Supervisor **Rating:** 5.0/5.0 stars **Reviewed by:** Mike N. | Inbound Chat Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Cresta?** The responsiveness from the company. They take out feedback and execute very quickly with suggestions. They have roundtables and ask about our likes and dislikes about it. **What do you dislike about Cresta?** With new updates it can be buggy at times. Like for example: clocking and timing out occasionally. The bright side is a responsive support email available to us and they give updates a long the way **What problems is Cresta solving and how is that benefiting you?** "Chat Flow" As a supervisor my duties are split between coaching and meetings. Cresta is a little piece of AI that gives my agent a side by side to remember to do the right selling behaviors even when I am not there. ### 13. Cresta Review 3.0 **Rating:** 2.5/5.0 stars **Reviewed by:** Jalana M. | Guest Love Team Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I like that it can translate your conversation. I often use it to go back and fill in information , I may have forgoten to add to my guest profile. I have never use another brand. **What do you dislike about Cresta?** I dislike that it records you if you on a call or not. It often doesn't translate words correctly. This product could be better if translate words correctly. Improvements should be in translation. **What problems is Cresta solving and how is that benefiting you?** Creasta helps us go back and review conversations easy. I am not benefiting financally off of this. This doesn't affect my productivaty. I think performance has increased in communication skills, it helps our team with reviews on how we could say things differently in similar conversations. ### 14. Great ApplicatioN **Rating:** 4.5/5.0 stars **Reviewed by:** Bianca C. | Guest Love Agent, Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** Great concept, that helps to see in live time calls to verify what agents and guest are stating. It is also great for coaching agents on calls. Helps go back when you want to make sure what was stated on a call **What do you dislike about Cresta?** The phone number is removed from when you are speaking with someone, where as in previous it would show up. Not everything that is stated shows up in the transcript properly. Scrolling works weird. **What problems is Cresta solving and how is that benefiting you?** My memory is bad so being able to review the call in real time is really helpful feature. Also being able to search for older calls. Copy and paste transcripts. ### 15. Cresta A.I. **Rating:** 5.0/5.0 stars **Reviewed by:** Jason L. | Director - Contact Center Training, Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Cresta?** Cresta has helped our Reservations Team improve conversion by almost 5 points since inception. Our leaders love Cresta Director to manage their teams better, saving time and helping with retention. **What do you dislike about Cresta?** Currently, there are no dislikes. Cresta seems to listen to our team members and leaders to build what we need specific to our business, and they do it at lightning speed. **What problems is Cresta solving and how is that benefiting you?** Cresta is customizing our call flows, hints, and transcripts, allowing us to have real-time coaching with our team members. Doing this has proved invaluable to both our sales agents and our leaders by saving time and helping our agents book more effectively. ### 16. Cresta the Timesaver and Organizer! **Rating:** 5.0/5.0 stars **Reviewed by:** Valerie H. | Divisional Manager **Reviewed Date:** May 27, 2022 **What do you like best about Cresta?** Cresta helps us doing our jobs more effectually. For the agents on the team, it helps guide them through their phone calls. For leaders, it helps them to monitor the agents phone calls and provide timely coaching’s. **What do you dislike about Cresta?** I wouldn't say their are any downsides to Cresta, it is AI, so it learns over time and gets better each day. This will improve the transcriptions of the calls. **What problems is Cresta solving and how is that benefiting you?** One of the biggest wins for us would be the time saved to coach an agent. This prior would take 15-20 minutes to pull a call, review it and document the details of the call. With Cresta, you have the ability to coach an agent right on the call in the Director screen, it auto saves as you go to never lose where you were. This has reduced the time to 5-10 minutes to prepare this for the agents. ### 17. Great product with great support **Rating:** 5.0/5.0 stars **Reviewed by:** Arron P. | Sales Effectiveness Councilor, Mid-Market (51-1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Cresta?** The insights from the leader dashboard allow us to pinpoint and coach agents more efficently. **What do you dislike about Cresta?** Nothing all of the dislikes are with LMI **What problems is Cresta solving and how is that benefiting you?** its giving the agents a birds-eye view of what they are doing well and what they are missing the mark on ### 18. Cresta Review **Rating:** 5.0/5.0 stars **Reviewed by:** Cesar S. | Digital Sales Manager, Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about Cresta?** Cresta has been helping with reporting and coaching. I can easily run reports to see how my team is doing, as well as look at their past coaching history. **What do you dislike about Cresta?** Currently, There is nothing to dislike about Cresta. **What problems is Cresta solving and how is that benefiting you?** We wanted to be able to score and grade chats right in the tool and add that to coaching plans. It has made this work take half as long as it did before. ### 19. Convenient Tool But A Little Glitchy **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Cresta?** The ability to go back and look upon the conversation I am having to ensure poper compliance. It comes in handy when there's a conversation that might be hard to understand due to background noise. **What do you dislike about Cresta?** The time it takes to load up some screens that somestimes requires a control-alt-delete hard close from Windows if it's completely frozen. This would help immensely. **Recommendations to others considering Cresta:** Patience and time to adjust to using it. **What problems is Cresta solving and how is that benefiting you?** My managers are constantly in contact with Cresta so that is a positive in my view. The most recent update to Cresta was a positive one for me as a travel agent overall. ### 20. doesnt always register what I say **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** it allows me to find multiple answers. and its always quick with repleys and a other way to assis me when I get stuck on a question. I dont really know I havent used this be **What do you dislike about Cresta?** its not always reliable it registers different stuff then what I am saying everything doesnt register what Im saying all the time, he would be translating other thing **Recommendations to others considering Cresta:** use it **What problems is Cresta solving and how is that benefiting you?** rebuttles and its quick with the response its helping me with faster responses and abilty to navaigate there different question and I can always go back and read what was said ### 21. Great overall service **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle O. | Sales Product Specialist Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Cresta?** Quick turnaround whenever we have questions or are looking to implement new features **What do you dislike about Cresta?** No significant concerns, I would like to be able to utilize or test new features more frequently **What problems is Cresta solving and how is that benefiting you?** Cresta helped us create an all in one system for inspecting and documenting our coaching plans which has eliminated time and unnecessary tools/processes that were previously in place ### 22. I LIKE THAT WE CAN SEE EXACLTY WHAT WAS SAID IN THE CONVERSATION **Rating:** 5.0/5.0 stars **Reviewed by:** Debra M. | tour and travel, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** That i can see what the guest replied and i can also copy the transcript **What do you dislike about Cresta?** i dont really use the sugestions some time they dont make sence **What problems is Cresta solving and how is that benefiting you?** I think it benifits when a guest sis calling and they said we never told them something in general we can go back and see exaclty what was said. ### 23. Customer Insights is the bomb dot com! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Professional Training & Coaching | Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about Cresta?** To have the ability to see insights into customer and agent behaviors will be extremely enlightening! **What do you dislike about Cresta?** As of right now, I don't see anything at the moment. I know that if there is something I dislike, the team will be receptive to feedback. **What problems is Cresta solving and how is that benefiting you?** Customer analytics and this will allow us to be able to better pinpoint painpoints and opportunities to better help customers. ### 24. Cresta has been a great experience since they have introduced it to us **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I love that it transcribes my voice into text. It does make my life as an agent a lot better just due to the fact i can scroll through tthe whole text and see what was said earlier in the converstaion **What do you dislike about Cresta?** I dislike the fact that it isnt always accurate with the words and phrases that are being said sometimes and just the technical issues you run into on the daily basis **What problems is Cresta solving and how is that benefiting you?** The problem i think that cresta is solving is the fact that as an agent when your deep on a call you narmally have to rely on your memory to recall something from earlier in the call but now i can just look through the text and see what was exactly said ### 25. User friendly - but some things dont work as fast or efficiently on occasion **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 14, 2022 **What do you like best about Cresta?** Insights as well as AI providing suggestions and finishing consultant sentences. LIVE view is awesome as well as Cresta Director. **What do you dislike about Cresta?** Hiccups syncing with back end system (live engage). User-friendliness to view comments and review commensts. **What problems is Cresta solving and how is that benefiting you?** manager to consultant visibility, and feedback accessibility. ### 26. Great tool to have while speaking to guests and to keep track of previous key information. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I like that we are able to go back to listen and read what the previous conversation went or if there was an issues not only is our conversation recorder but black and white. **What do you dislike about Cresta?** I dont like the fact that the key information like phone number, email etc is blurred out so we arent able to see that if we didnt hear the guest we have to ask again instead of looking at the recording. **What problems is Cresta solving and how is that benefiting you?** Issues with picking up correct wording. ### 27. Very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Malini S. | Reservations agent, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2022 **What do you like best about Cresta?** The transcription to me is the best part about cresta **What do you dislike about Cresta?** Sometimes not accurate in what it transcripts and does not show the phone numbers anymore. **What problems is Cresta solving and how is that benefiting you?** Looking back to see what a guest said or a date they provided ### 28. Features and Updates **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** We can review the call which can assist you in several different ways. You recieve helpful tips. Sizing of the application. **What do you dislike about Cresta?** Updates, you lost some of the feature or no longer have access to. Not being able to pin the application to a certain area on your screen. **Recommendations to others considering Cresta:** Simple to use, resourceful information provided from the application. **What problems is Cresta solving and how is that benefiting you?** I love the help tips and reviewing the call. I think including hotel or area information would be great. ### 29. Creative and Collaborative! **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan U. | Senior Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 10, 2022 **What do you like best about Cresta?** I love that our partners are giving us creative ways to review insights to our business! They are collaborative and open to all feedback. **What do you dislike about Cresta?** No downsides at this point. We are still in the creation phase. **What problems is Cresta solving and how is that benefiting you?** Cresta is providing business insights at a faster pace than our current reporting ### 30. Cresta is a game changer. From a leader perspective, having the ability to surf through is awesome. **Rating:** 4.5/5.0 stars **Reviewed by:** Jeremy R. | Divisonal Manager, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2022 **What do you like best about Cresta?** The agent scorecard. This feature has allowed my leaders to be able to delvier a coaching in a fraction of the time it used to take. Cresta crushes their competitors. **What do you dislike about Cresta?** Not that I dislike but the transcribing accuracy of the transcript could use some help. Its has improved immensely but still has a bit to go to be 100% accuarte. **What problems is Cresta solving and how is that benefiting you?** Coaching preperation duration. Agents scorecoard. Yes, we have see a uptick in production. Yes, the coaching have been much more productive. Yes, it has improved. ### 31. Cresta used to be good.. now not so much **Rating:** 1.5/5.0 stars **Reviewed by:** Jahnaiza J. | Travel Advisor Tour and Travel, Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** Calls being transcribed, that helps me best assist the guest. **What do you dislike about Cresta?** Cresta puts all phone numbers and package numbers as astericks, makes my calls longer.It was way more helpful before that update. **Recommendations to others considering Cresta:** I used to enjoy using this until it started putting asterisks for package numbers and phone numbers, such a hassle **What problems is Cresta solving and how is that benefiting you?** None as of right now. The update ruined the benefits for me. ### 32. very user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** jose c. | reservationist, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** i like the fact that gives a guideline of the conversation, and its very user frienbdly ,and helps me w the customers **What do you dislike about Cresta?** its too big sometimes. that could be the only thig i disliked, but its not really an issue **Recommendations to others considering Cresta:** just follow thruough w the software , its really easy to use **What problems is Cresta solving and how is that benefiting you?** helps w my calls and to understand customers better ### 33. WORK REVIEW **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** i like being able to see what was said in case I have to remind guest of anything that we went over **What do you dislike about Cresta?** I do not have anything I dislike about it **What problems is Cresta solving and how is that benefiting you?** I am able to review things that are being said and able to better assist the guest instead of having to repeat myself ### 34. I can review my calls to help my customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Rossalynn G. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** That it advises how i can help my guests **What do you dislike about Cresta?** doesnt fully transcribe correctly at times **Recommendations to others considering Cresta:** Most times it captures me saying other words instead of the words im actually saying everything else is fine **What problems is Cresta solving and how is that benefiting you?** when a guest has a concern and i can re read the issue to help out better ### 35. Cresta review for Holiday Inn Club Vacations **Rating:** 5.0/5.0 stars **Reviewed by:** Lillian F. | Reservations Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** Cresta has helped to give some tips to help deescalate a situation. **What do you dislike about Cresta?** One of the things I don't like about cresta is that it doesn't always pick up the calls. **What problems is Cresta solving and how is that benefiting you?** Cresta is helping to keep track of the calls that come in and give tips to help the guest out. ### 36. Cresta is a good app but like all can use some improvements, **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Alternative Dispute Resolution | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Cresta?** I like that is blocks ou t sensitive information and keeps recordings **What do you dislike about Cresta?** i least like how sometimes it meses up words and records even if on mute **What problems is Cresta solving and how is that benefiting you?** helps me to go back and see past conversations as a reminder just in case i missed or forgot something ### 37. Helpful! I love being able to look back on my conversation with a guest, it helps me so much! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I love that it takes down the guests information and that I can always go back to review my call for note taking. **What do you dislike about Cresta?** Sometimes its not accurate in what it hears. **What problems is Cresta solving and how is that benefiting you?** It helps me reflect on my call, I get to see where I could've done better. ### 38. A useful tool when it's working reliably **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** Being able to go back on my call in order to remember what mightve been said **What do you dislike about Cresta?** The lack of reliability in capturing dialogue **What problems is Cresta solving and how is that benefiting you?** Helping the call continue to move forward without having to have the customer repeat themselves as often, improving productivity and performance. ### 39. Solid Product **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Cresta?** Transcripts being there to refer back to during call. **What do you dislike about Cresta?** Sometimes the features do not work properly. Minor glitches usually but sometimes the transcript stops working and only shows 1 person talking, does not pick up the other. **What problems is Cresta solving and how is that benefiting you?** Cresta has updated to be faster. ### 40. Cresta review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** June 23, 2022 **What do you like best about Cresta?** I like that i can go back and verify what a guest stated and make sure i am able to add notes to a package. **What do you dislike about Cresta?** Cresta doesnt get all the words right that myself or the guest says. and numbers doesnt do numbers like it use too. **What problems is Cresta solving and how is that benefiting you?** cresta is helping be able to look back on what was said as long as it gets the words correctly ### 41. Excellent additional to assist with Live calls **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2022 **What do you like best about Cresta?** The abilitiy to pull live calls and closed calls. **What do you dislike about Cresta?** when you try to skip ahead it jumps. The calls transcript is not 100% accurate . **Recommendations to others considering Cresta:** The transcripts need to be better . **What problems is Cresta solving and how is that benefiting you?** Being able to do rides and allow the agents to see score cards ### 42. Neutral Experience **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** I like that I Cresta generates responses for me to say to guests. **What do you dislike about Cresta?** I dislike that it doesnt transcribe the conversation 100% accurately. **What problems is Cresta solving and how is that benefiting you?** Cresta solves the issue of not knowing what to say to guest. It's benefiting me by assiting me with responses to give guest when they have a problem. ### 43. Its not consistent **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** June 22, 2022 **What do you like best about Cresta?** When it comes to needing to recap someth **What do you dislike about Cresta?** When the system works correctlyb you can review the call history **What problems is Cresta solving and how is that benefiting you?** None ## Cresta Discussions - [What is Cresta used for?](https://www.g2.com/discussions/what-is-cresta-used-for) - [View Cresta pricing details and edition comparison](https://www.g2.com/products/cresta/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-25+08%3A45%3A49+-0500&secure%5Bsession_id%5D=8dfb45fd-4b8c-493d-9388-995f7e3b6985&secure%5Btoken%5D=b0f1f40c8ac1b7ef6bc10621ff722b3db942fe2e1e13c8b571e9dfd8ba1927b7&format=llm_user) ## Cresta Integrations - [Dynamics 365 Sales](https://www.g2.com/products/dynamics-365-sales/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Cresta Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Data Ingestion** - Big Data Processing - Unstructed Data Processing - Processing of Various File Types **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Agentic AI - Sales Coaching** - Multi-step Planning - Cross-system Integration - Adaptive Learning - Decision Making **Training** - Knowledge Base - Coaching Materials **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Presentation** - Report Creation - Charts and Graphs - Tailored Content **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Feedback** - Review - Scorecard - Coaching Card - Leaderboard - Real-Time Updates - Notifications - Competition **Performance** - Integrations - Compliance **System** - Programming Language Support - Drag and Drop - Pre-Built Algorithms - Customizable Models **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Generation **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Cresta Alternatives - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (576 reviews) - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) - 4.6/5.0 (217 reviews) - [Gong](https://www.g2.com/products/gong/reviews) - 4.7/5.0 (6,465 reviews)