Cresta contact center AI profile

Contact center AI platform for real-time agent assist, conversation intelligence, automated QA and customer-facing AI agents.

Research note: This neutral profile summarizes first-party material published by Cresta, last checked Oct 20, 2026. Capabilities can differ by plan, channel and integration, so verify the exact capability you need.

Cresta at a glance

Focus: Human and AI agents working on one platform, with real-time assistance and analysis of all conversations.
Good fit for: Large contact centers that prioritize real-time guidance for human agents and want AI agents and QA on the same platform.
Capabilities: Automated QA, Agent assist, VoC analytics, AI agents
Channels: Voice, chat
Deployment: AI layer on existing CCaaS
Recent changes: Forrester Wave Leader (Q2 2025); Conductor (June 2026); TELUS Digital and Firstsource partnerships (June and August 2026); Deputy Agent (October 2026).
Website: www.cresta.com

This profile summarizes Cresta's first-party product, trust and press pages as checked on 2026-10-20. The Contact Center AI Index has not tested the product, and each claim is attributed to Cresta or the page that states it.

What is Cresta?

Cresta calls itself "the AI operating system for customer experience" (homepage). Its homepage lists AI Agent, Deputy Agent, Agentic Assist (which includes Knowledge Agent), Conversation Intelligence, Quality Management and AI Analyst (homepage).

Sources: Cresta homepage

Which AI capabilities does Cresta document?

Automated QA. Cresta describes Quality Management as "automated QA across 100% of contact center conversations" (homepage).
Conversation analytics. Conversation Intelligence is described as analyzing all customer conversations. The homepage cites a CVS Health example with "Predictive CSAT on 100% of interactions" (homepage).
Agent assist. Agentic Assist provides real-time help to human agents, with Knowledge Agent as one component (homepage).
AI agents. Cresta AI Agent handles customer conversations. Deputy Agent, announced October 13, 2026, is described as a long-running agent for back-office work such as refunds, disputes and insurance appeals that pauses for documents or approvals and then resumes (Deputy Agent release).

Sources: Cresta homepage · Deputy Agent release

How does it connect to existing contact center systems?

Cresta's integrations page lists telephony and chat partners including Five9, Amazon Connect, NICE, Genesys, Avaya, Twilio, Cisco, LivePerson and Salesforce. CRM and customer engagement partners listed include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Oracle, Pega, HubSpot, Intercom and Zoho (integrations page).

Sources: Integrations page

What security and compliance evidence is public?

Cresta's Trust Center lists ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 42001 (an AI management system standard), SOC 2, SOC 3, PCI DSS, TISAX and HIPAA, plus GDPR, CCPA and CPRA as privacy frameworks (Trust Center). The homepage itself says only that Cresta is "trusted at scale in regulated industries" (homepage).

Sources: Cresta Trust Center · Cresta homepage

What changed in 2025-2026?

June 5, 2025: Cresta announced it was named a Leader in The Forrester Wave: Conversation Intelligence Solutions for Contact Centers, Q2 2025 (Cresta blog).
May to August 2026: Cresta's press page lists partnerships with Atento (May 7), TELUS Digital (June 15) and Firstsource (August 11), and the launch of Conductor, described as "the agent for AI agent development" (June 11) (press page).
October 13, 2026: Deputy Agent launched (release).

Sources: Forrester announcement · Press page · Deputy Agent release

What should buyers verify?

Ask which products are generally available versus newly launched, since several (Conductor, Deputy Agent) shipped in the last six months. Request current SOC 2 and PCI reports through the Trust Center and check their dates and scope. Ask for QA scoring accuracy on your own rubrics. Pricing is not published on the pages checked.

Sources: Press page · Cresta Trust Center

Sources

Cresta: homepage (checked Oct 20, 2026)
Cresta: integrations page (checked Oct 20, 2026)
Cresta Trust Center (checked Oct 20, 2026)
Cresta: press page (checked Oct 20, 2026)
Cresta blog: Leader in the Forrester Wave, Q2 2025 (checked Oct 20, 2026)
Cresta press release: Deputy Agent (October 13, 2026) (checked Oct 20, 2026)