Cresta Reviews

“Provides excellent service

Pros

They always respond quickly whenever we have questions or need help implementing new features.

Cons

No major concerns at the moment but I like to have the chance to use or test new features more often.

“Easy to use but a few things could work faster or better

Pros

The insights and AI that provides suggestions along with completing consultant sentences are proven really helpful to me. The LIVE view and Cresta Director are awesome too.

Cons

There are some issues syncing with the back end system live engage. Also I have noticed that it is not as user friendly when it comes to viewing and reviewing comments.

“Amazing product and excellent support

Pros

Cresta insights from the leader dashboard help us identify areas for improvement and coach agents properly.

Cons

I have nothing specific to share as most of the dislikes are related to LMI.

“A truly remarkable AI-based tool

Pros

It is an excellent coaching tool that lets me review and score chats quickly. I can read conversations and easily pull up the score guide on the side. When coaching consultants I can activate real-time hints in different areas of the conversation for each team member. Thanks to Cresta AI the system learns from thousands of conversations and places these coaching hints accurately.

Cons

Well I do not have any complaints about the Cresta system. Occasionally there are a few bugs that prevent me from pulling up my team automatically or I get a random error when I try to score a chat but these issues are rare. But whenever I report a problem, it responds in a reasonable amount of time.

“Changed the way we used to work for the better

Pros

For my consultants they cannot imagine working without it. As a leader of a chat team, I spend most of my day in Cresta Director and it is invaluable. It makes reviewing my consultants coaching plans and scoring their conversations very easy. For new hires, I love the LIVE viewing feed as it lets me monitor the team and switch between conversations so I can give immediate feedback.

Cons

It is not really a dislike but like with any technology, you want it to be exactly how you want it and you want it now. Also I would love to see more personal customization and be able to access it on the go. That said the Cresta team is always responsive to change requests and prioritizes them based on need.

“I love it!

Pros

Cresta has been a huge help for me with reporting and coaching. I can run reports easily to see how my team is doing as well as check their past coaching history.

Cons

Right now there is nothing I dislike about it.

“Provides the best insights

Pros

Everything about it is amazing like being able to see insights into both customer and agent behaviors is something that benefited us a lot.

Cons

As of now I do not see anything that I count as a con. Also I know if something comes up, the team will be open to feedback.

“Great for collaboration

Pros

I love how our partners give us creative ways to review business insights. They are collaborative and always open to feedback.

Cons

No issues to report yet. Plus we are still in the creation phase.