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News : Cresta Raises Series C Financing on its Mission to Revolutionize the Contact Center


San Francisco, CA, USA, Mar, 2022 -- Cresta, a provider in real-time intelligence for contact centers, announced the closing of its Series C financing round.

The round was led by Tiger Global, with Genesys, Five9, J.P. Morgan Chase, CarMax and Zoom also investing, demonstrating their belief that Cresta can help deliver superior customer experiences. Previous investors Sequoia Capital, Greylock Partners, Andreessen Horowitz, and Porsche also participated.

"We are honored to welcome lead investor Tiger Global and industry leaders Genesys, Five9, J.P. Morgan Chase, Zoom and CarMax," said Cresta CEO and Co-Founder, Zayd Enam. "The contact center is the front door of your business. One conversation can make or break your brand," continued Enam. "Those conversations are the critical untapped resource across all contact centers. Cresta unlocks that resource, turning insights into actions enabling agents and managers to improve customer experience across their entire organization in real-time."

Tiger Global: "At Tiger Global, we back bold entrepreneurs with market-leading products. Zayd and the Cresta team have proven they're the winner in this category. With Cresta, brands can both improve front-line customer experience and deliver real-time insights to management so they can set strategy and drive better outcomes. Cresta's AI expertise and proven real-time offerings differentiate them from all others in the market." said Tiger Global Management Partner, John Curtius.

Genesys: "There is a shift in the industry toward embracing the strategic value employees play in the customer experience," said Olivier Jouve, executive vice president and general manager of Genesys Cloud. "When AI enables real-time conversational insights and personalized coaching, we begin to see the vast potential in enhancing the relationship between contact center agents and customers. Our investment in a leader like Cresta exhibits our commitment to a growing ecosystem of companies with a shared vision for improving the experiences for all."

Five9: "Five9 is committed to investing in AI and automation solutions that help optimize customer engagements whether through self-service or through assisting live agents," said Rowan Trollope, CEO, Five9. "This means investing in our own AI and Automation platform and portfolio and working with partners like Cresta who want to build on top of our platform to bring additional use cases to customers. Together this allows us to up-level the overall customer and employee experience."

Customer Quotes

CarMax: "CarMax has built a world-class omnichannel experience for our customers, and our contact centers play a vital role in delivering that experience. We believe Cresta has developed best-in-class technology in this space and are excited to partner with them as a customer and investor going forward."
Terence Rasmussen, AVP of Corporate and Business Development, CarMax

Blue Nile: "Cresta was a real game changer for us, very differentiated to anything else that we had seen on the market. It delivered better customer satisfaction, more purchases, higher conversion, and more sales bonuses."
Michael Hopkins, Senior Vice-President, Sales and Service

Holiday Inn Vacation Club: "Cresta's real-time coaching has been a game changer. Having the new technology has allowed us to cut down on call times & really be there for the customer. The manager-facing solution has been invaluable."
Crissa Graham, Director of Marketing, Holiday Inn Club Vacations


Posted by Veronica Silva Cusi, news correspondent

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.
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Today's Tip of the Day - Plan Training In Advance

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

Published: Tuesday, March 22, 2022

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2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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