---
title: Cresta Reviews
meta_title: 'Cresta Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 43 reviews by the users' company size, role or industry to
  find out how Cresta works for a business like yours.
aggregate_rating:
  rating_value: 4.2
  review_count: 43
  scale: '5'
date_modified: '2026-08-07'
parent_category:
  name: AI Agents
  url: https://www.g2.com/categories/ai-agents
---


# 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 providing insightful real-time coaching, enhancing productivity significantly. (2 reviews)
- Users value the **ease of use** of Cresta, enabling quick insights and real-time coaching for improved productivity. (2 reviews)
- Users value Cresta's **AI analytical ability** for enhancing productivity and providing real-time coaching insights during calls. (2 reviews)
- Users value the **accuracy** of Cresta, which effectively analyzes calls to provide actionable insights effortlessly. (1 reviews)
- Users value the **AI analytical ability** of Cresta, which simplifies insights from telephone calls effectively. (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 often face **AI inaccuracy** with Cresta, as it struggles to grasp caller intent effectively. (2 reviews)
- Users experience **poor understanding** from Cresta's AI, leading to irrelevant questions and a need for significant patience. (2 reviews)
- Users express that Cresta has an **unclear understanding** of caller intent, leading to irrelevant questions and answers. (2 reviews)
- Users report **accuracy issues** with Cresta, as it struggles to understand caller intent, leading to irrelevant responses. (1 reviews)
- Users express concerns about **AI dependency** , noting it requires patience to align with business models effectively. (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 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.


## 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?filters%5Bnps_score%5D%5B%5D=2&section=pricing&secure%5Bexpires_at%5D=2026-08-12+11%3A20%3A37+-0500&secure%5Bsession_id%5D=a2d6d1d5-be1e-4fa5-813c-78481e703d47&secure%5Btoken%5D=12517449eb2da24a344387617b1cbe3b62d812255376e8e4485bfa936158a426&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
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation

**Additional Functionality**
- Call Reporting
- Automatic Call Distribution
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Progressive Dialer
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting

**Dashboard**
- Dashboard

**Speech Recognition**
- Speech Recognition

**Compliance Management**
- Compliance Management

**Autonomous Task Execution**
- Autonomous Task Execution

**Sentiment Analysis**
- Sentiment Analysis

**Data Security**
- Data Security

**Third-Party Integration**
- Third-Party Integration

**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)

**Agentic Task Execution**
- Agentic Task Execution

**Natural Language Processing**
- Natural Language Processing

**Conversational AI**
- Conversational AI

**Performance Metrics**
- Performance Metrics

**Interaction Tracking**
- Interaction Tracking

**Knowledge Base Management**
- Knowledge Base Management

**CRM Integration**
- CRM Integration

**Inquiry Routing**
- Inquiry Routing

**Contextual Guidance**
- Contextual Guidance

**Communications Management**
- Communications Management

**Proactive Chat**
- Proactive Chat

**Ticket Management**
- Ticket Management

**Call Analytics**
- Call Recording
- Machine Learning
- Call Analysis
- Lead Qualification
- Trend Analysis
- Real-Time Data
- AI/Machine Learning

**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)
- Multi-Language

**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
- Natural Language Processing
- Simulation and Scenario Generation

**Agentic AI - Sales Coaching**
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Decision Making
- AI/Machine Learning
- Third-Party Integrations

**Training**
- Knowledge Base
- Coaching Materials

**Artificial Intelligence - Conversation Intelligence**
- Customer Scoring
- Speech-to-Text
- Sentiment Analysis

**Engagement**
- Feedback
- Dashboards
- Training
- Activity Dashboard

**Presentation**
- Report Creation
- Charts and Graphs
- Tailored Content

**Platform**
- Conversation Editor
- Integration
- Human-In-The-Loop
- Drag & Drop Editor
- Human-in-the-loop (HITL)

**Platform**
- Live chat
- Integrations
- Branding
- Analytics
- A/B testing
- Role-based access
- Collection of information
- Augmented Analytics
- Proactive Chat

**Autonomy -  AI Agents**
- Independent Decision Making
- Adaptive Responses
- Task Execution
- Problem Solving

**Feedback**
- Review
- Scorecard
- Coaching Card
- Leaderboard
- Real-Time Updates
- Notifications
- Competition

**Performance**
- Third-Party Integrations
- Compliance

**System**
- Programming Language Support
- Drag and Drop
- Pre-Built Algorithms
- Customizable Models

**Generative AI**
- AI Text Summarization
- Generative AI

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Generative AI

**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

**Additional Functionality**
- Agent Collaboration
- Data Governance
- Prompt Engineering
- Feedback Management
- For No-Code Development
- Version Control
- Role-Based Permissions
- Dynamic Modeling
- API
- Memory Management
- Monitoring
- Scalability
- Cost Management
- Scheduling
- Natural Language Interface
- Access Controls/Permissions
- Multiple LLM Models
- Integration Management
- Customizable Frameworks
- Pre-built Templates
- Analytics
- Intent Recognition
- Contextual Guidance
- Rules-Based Workflow
- Attended Automation
- Drag & Drop
- For Sales/Marketing
- Generative AI
- Business Process Automation
- AI Copilot
- Third-Party Integrations
- Multi-Channel Communication
- Sentiment Analysis
- Deep Learning
- Code-free Development
- Compliance Management
- Automated Responses
- Knowledge Management
- Transfers/Routing
- Personalization
- Activity Dashboard
- Customer Experience Management
- Virtual Personal Assistant (VPA)
- Chatbot
- Speech Recognition
- Reporting/Analytics
- Task Management
- Customer Engagement
- AI/Machine Learning
- Configurable Workflow
- Unattended Automation
- Conversation Intelligence
- Workflow Automation
- Proactive Error Detection

**Additional Functionality**
- Customer Surveys
- Lead Qualification
- Transcripts/Chat History
- Language Detection
- Pre-Configured Bot
- Lead Capture
- Code-free Development
- Natural Language Processing
- Multi-Language
- For Sales/Marketing
- Contextual Guidance
- Automated Responses
- Customer Support
- Chatbot
- Intent Recognition
- Sentiment Analysis
- Customer Experience Management
- Query Suggestions
- Transfers/Routing
- AI Copilot
- Canned Responses
- AI/Machine Learning
- Multi-Channel Communication
- Automated Routing
- Workflow Automation

**Generative AI**
- AI Text Generation

**Generative AI**
- AI Text Generation
- AI Text Summarization
- Call Routing
- Generative AI

**Generative AI**
- AI Text Summarization
- Generative AI

**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
- Third-Party Integrations
- Forecasting

**Additional Functionality**
- Performance Metrics
- Keyword Filtering
- Natural Language Processing
- For Contact Centers
- Reporting & Statistics
- Call Tracking
- Alerts/Notifications
- AI Copilot
- Automatic Transcription
- Playbooks
- Employee Coaching Tools
- Text Mining
- Trend/Problem Indicators
- Notes Management
- Retention Tracking
- Feedback Management
- Recommendations
- Dashboard
- Multi-Channel Communication
- Access Controls/Permissions
- Compliance Tracking
- API
- Rules-Based Workflow
- Intent Recognition
- Tagging
- Collaboration Tools
- Prioritization

**Additional Functionality**
- Performance Metrics
- Feedback Management
- AI Copilot
- Reporting & Statistics
- Mobile Access
- Collaboration Tools
- Gamification
- Automatic Transcription
- Call Recording
- Sales Reports
- Real-Time Analytics
- Commenting/Notes
- Built-in Course Authoring
- Learning Paths/Tracks
- Assessment Management
- Video Conferencing
- Conversation Intelligence
- Call Monitoring
- Goal Setting/Tracking
- Workflow Management
- Learning Management
- Content Management
- Training Management
- Document Management
- Content Library
- Recommendations
- Activity Dashboard
- Call Tracking
- Performance Management
- Onboarding
- Search/Filter

**Additional Functionality**
- Customer Journey Mapping
- Employee Coaching Tools
- Queue Management
- Sentiment Analysis
- Call Monitoring
- Quality Management
- Customer Surveys
- Agent Interface
- Knowledge Base Management
- Collaboration Tools
- Leaderboards
- Employee Reward Programs
- Workforce Management
- Reporting/Analytics
- Customer Experience Management
- Predictive Dialer
- Video Conferencing
- Multi-Channel Communication
- KPI Monitoring
- AI Copilot
- Feedback Management
- IVR
- Contact Management
- Multiple Scoring Models
- Real-Time Updates
- Interaction Tracking
- Call Recording
- AI/Machine Learning
- Screen Recording
- Workflow Automation

**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 (580 reviews)
  - [Observe.AI](https://www.g2.com/products/observe-ai/reviews) - 4.6/5.0 (237 reviews)
  - [Gong](https://www.g2.com/products/gong/reviews) - 4.7/5.0 (6,505 reviews)