Cresta Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The AI analytical ability. It is able to analyze all telephone calls and help identify insights very easily. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.