What has been the impact of generative AI on CX and contact centers?
The recent hype cycle has redefined investment strategies, prompting companies to explore new AI use cases and uncover optimal starting points for implementation. Beyond technology adoption, organisations are strategically operationalising AI to drive transformative change in their operating models.
But how can companies get started, and where are they getting the best results? How do you even benchmark that success? And how can you use AI to improve the efficiency - and satisfaction - of your agents?
In this episode of the EM360 Podcast, Analyst Zeus Kerravala speaks to Devon Mychal, Head of Product Marketing at Cresta, as they discuss:
- How generative AI has impacted CX
- Where companies are getting the best results
- How AI empowers agents - and vice versa
Cresta centralizes and amplifies the knowledge, insights, and coaching the contact center needs to reach peak performance. Cresta turns real-time insights into real-time actions that make the contact center smarter and drive business results. Customers choose Cresta for a uniquely comprehensive generative AI solution, industry-leading real-time coaching and insights, custom-tailored AI solutions, and an extensible and flexible omni-channel platform.
Customers using Cresta have seen sales increase by 10%, ramp time reduce by 2x, CSAT improve by 20%, and agents save 5 hours in repetitive tasks every week. CarMax, Blue Nile, Earthlink, Holiday Inn Club Vacations, Porsche, and Intuit are among the leading companies using Cresta to improve the productivity of their contact center operations and drive strong business results.
