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News : Cresta Announces Expansion of Voice Platform Integrations to Include Hardphone Support

#contactcenterworld

Palo Alto, CA, USA, Sept. 19, 2023 - Cresta, a provider of generative AI for modern contact centers, announced that it has expanded its voice platform integrations to include hardphone functionality, enabling legacy, on-premise contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.

"The latest breakthroughs in generative AI and LLMs have undoubtedly most benefited companies who have migrated to the cloud," said Tim Shi, CTO and co-founder of Cresta. "However, we know that a full transition to the cloud can be a time-consuming and complex process, especially for larger, more mature organizations. With Cresta's new hardphone integration, we are ready to distribute the latest in generative AI technology to a larger audience of customers, who may still be in the process of their migration journey."

While softphone deployment is certainly trending upward, hardphones are still a staple in contact centers. According to Metrigy, only about 30% of organizations have shifted contact center operations to the cloud.

"With hardphone support, Cresta is bringing something incredibly important to the market," said Philip Kolterman, Vice President of Digital Transformation and Development at Brinks Home™, one of the largest home security and alarm monitoring companies in the U.S. "As a home security company, we're required to utilize on-premise telephony services. Without Cresta, we would never have been able to see the benefits of a generative AI platform without the potential risks of a full migration to the cloud. Effectively half of our call center volume goes through this integration, and it's had a tremendous impact on our organization. Not only do we have insights into customer behavior, but we are also able to ensure that real-time coaching, reinforcing processes, metrics, QA – all of the goodness of Cresta – applies consistently to all of our agents."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Cresta:
Cresta was founded with the goal of using AI to transform how professionals learn high-value skills. Cresta brings together industry-leading AI experts, decades of contact center and sales expertise, proven leadership, and top-tier investors including Andreessen Horowitz and Greylock Partners to transform contact center performance.Company Profile Page

Today's Tip of the Day - Where The System Breaks Down

Read today's tip or listen to it on podcast.

Published: Thursday, September 21, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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