Cresta

What Cresta does

Cresta is an enterprise Customer Experience AI company spun out of the Stanford AI Lab in 2017, headquartered in Sunnyvale, California, with additional offices in Berlin, Toronto, Romania, and India. Its platform unifies autonomous AI Agents, real-time Agent Assist, and Conversation Intelligence on a single no-code orchestration engine called Cresta Opera, enabling enterprises to operate human and AI customer-service agents on shared data, models, and operations. Supporting modules include Knowledge Agent, Agent Operations Center, AI Analyst, Cresta Coach, Quality Management, Automation Discovery, Real-Time Translation, AI Email Support, Synthetic Customers, and Cresta Conductor. AI capabilities span autonomous agents, generative AI, real-time speech and NLP, predictive analytics, anomaly detection, and recommendation systems, drawing on a corpus of over 100 million processed enterprise conversations and ISO/IEC 42001 certification (the first CX AI provider to achieve it).

Cresta serves Fortune 1000 enterprises across financial services (collections, lending, banking, insurance), telecommunications, travel and hospitality (airlines, hotels, cruises, vacation properties), healthcare, retail, home services, insurance, and automotive. Named customers include United Airlines, Alaska Airlines, Cox Communications, Brinks Home, Snap Finance, Holiday Inn Vacations, Marriott, Hilton, CVS, Porsche, Intuit, LendingClub, Vivint, Optimum, AAA, iQ Credit Union, Kiavi, and CardWorks. Documented outcomes include 40% AHT reductions (Snap Finance), 50% faster response times (United Airlines), 70% AI containment (Windstar), 74% containment and $3.3M revenue lift (Xanterra), and 30-point NPS uplift (Brinks Home).

Cresta sells exclusively via enterprise direct field sales with a 'Request a Demo' motion and custom quote-based annual subscriptions tied to deployment scope (products, agent count, conversation volume, channels, languages). There is no self-serve tier. Distribution is augmented by Google Cloud Marketplace, AWS marketplace, and channel/reseller partnerships with Five9, Genesys, NICE, Twilio, Salesforce, LivePerson, Avaya, Pega, Cisco, Aspect, TELUS Digital (preferred implementation), and Atento (joint go-to-market). The company is venture-backed with over $280M raised to date, including an $80M Series C (March 2022, $1.6B valuation led by Tiger Global) and a $125M Series D (November 2024, co-led by World Innovation Lab and Qatar Investment Authority). Reported annual revenue reached $100M as of April 2026, with 500+ employees globally.

Name

Cresta

Legal name

Cresta Intelligence Inc.

Website

https://cresta.com

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Cresta is an enterprise Customer Experience AI platform that unifies autonomous AI Agents, real-time Agent Assist, and Conversation Intelligence on a no-code orchestration engine. It serves Fortune 1000 enterprises across financial services, telecommunications, travel and hospitality, healthcare, and airlines.

Ownership category

akta.pro rank

Product category

Contact Center AI Software

NAICS

Software Publishers (513210), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

End-to-End Enterprise AI Platforms (MLOps & Model Lifecycle Management) (HDAEANAA)

akta.pro secondary industries

AI Observability, Monitoring & Evaluation Platforms (Drift, Quality, Safety) (HDAEANAF), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI), iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG)

Keywords

• Contact center AI
• Customer experience platform
• AI agent software
• Conversation intelligence
• Agent assist software

Headquarters

HQ city

Sunnyvale

HQ country

United States

HQ region

North America

Offices5 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Enterprise SaaS Platform: Custom enterprise contracts based on deployment scope including products, agent count, conversation volume, channels, and language coverage. No public self-serve tier. Sold direct to enterprise via sales team and through marketplace channels.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels7 records

Core offering

Cresta sells an enterprise Customer Experience AI platform that unifies autonomous AI Agents, real-time Agent Assist, and Conversation Intelligence on a single system of intelligence. The platform is orchestrated through Cresta Opera, a no-code AI engine that lets CX and operations teams build, test, and govern AI behavior without engineering resources. It is sold exclusively to large enterprise contact centers via custom annual subscriptions and deployed across voice, chat, and email channels.

Product overview

Cresta is a unified enterprise Customer Experience AI platform that combines autonomous AI Agents, real-time Agent Assist, and Conversation Intelligence, all orchestrated through Cresta Opera, a no-code AI platform. The product portfolio is organized into three core pillars: (1) AI Agent for end-to-end autonomous conversation handling across voice and digital channels; (2) Agent Assist for real-time human agent augmentation including Knowledge Agent, AI Summaries, Behavioral Guidance, and Real-Time Translation; and (3) Conversation Intelligence including AI Analyst, Coach, Quality Management, and Insights for post-call analysis. The platform operates through Cresta Opera for no-code orchestration, Automation Discovery for identifying automation opportunities, and the Agent Operations Center for hybrid workforce management. Additional offerings include AI Receptionist for front-desk automation, Synthetic Customers for testing, and Cresta Conductor for AI agent development.

Differentiator

Problem solved

Functional benefit

Products and services

• Cresta AI Agent Autonomous, omnichannel virtual agent that handles customer conversations end-to-end across voice and digital channels. Built for enterprise scale with guardrails, automated testing, and conversation intelligence built in.
• Cresta Agent Assist Real-time AI guidance for human agents delivering in-the-moment coaching, next-best-action suggestions, dynamic knowledge surfacing, smart compose, and auto-summarization across voice, chat, and email.
• Cresta Conversation Intelligence AI-powered analysis of 100% of customer conversations to identify trends, behaviors, risk signals, and revenue opportunities across the entire customer experience operation.
• Cresta Opera No-code AI orchestration engine that lets customers build, configure, test, and govern AI behavior without engineering resources, unifying AI Agents, Agent Assist, and Conversation Intelligence on a single system of intelligence.
• Cresta Knowledge Agent Agentic assistant that proactively delivers the right knowledge to agents and AI Agents when they need it, eliminating the gap between traditional knowledge bases and AI workflows.
• Cresta Agent Operations Center Mission-control layer where leaders manage human and AI agents together with assignment, performance, escalation, and continuous improvement in one unified place.
• Cresta Automation Discovery Analyzes historical conversations to identify which use cases are ready to be automated by AI Agents, providing a data-backed blueprint for where AI will deliver ROI before deployment.
• Cresta AI Analyst Natural-language analytics layer that lets non-technical users ask business questions of conversation data and receive insights, charts, and follow-up actions in minutes.
• Cresta Coach Manager-facing coaching and performance management built on real conversation data, pairing human coaches with AI-driven insights so coaching scales without losing nuance.
• Cresta Quality Management AI-driven quality assurance that scores every interaction against custom rubrics, eliminating sampling bias and freeing QA teams to focus on coaching.
• Cresta Insights Strategic dashboards and reporting for leadership, surfacing how conversations are trending and where to intervene.
• Cresta Real-Time Translation Multilingual voice and digital support that breaks down language barriers in real time, enabling global support operations from a single team across 30+ languages.
• Cresta AI Receptionist Virtual front desk agent for handling initial customer inquiries and routing.
• Cresta Conductor Developer-first agentic engine for building and optimizing AI agents using natural language, generating complete agents with prompt logic, subagent orchestration, configurations, and custom code with integrated testing and synthetic customers.

Quantifiable outcome

• 40% reduction in AHT (Snap Finance)
• +16 more outcomes

Named customers27 records

Segments8 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration18 records

AI capability12 records

Feature11 records

Partnerships

Four partnerships are on record, tiered minor and core.

• New York MetsminorGTM or Marketing Partner · 25 June 2026Partnership to deploy AI tools across the baseball franchise's ticketing operations and fan service operations. The Mets implemented Cresta's full platform including AI Agent, real-time Agent Assist, and Conversation Intelligence to handle fan inquiries and improve overall fan interactions.
• TELUS DigitalcoreImplementation/ SI/ Consulting Partner · 15 June 2026TELUS Digital became a preferred implementation partner for Cresta's contact center AI platform covering deployment, integration, change management, and managed services. TELUS Digital leverages its operational experience running contact centers at scale to shape AI implementations for clients.
• AtentocoreStrategic or Co-development Partner · 7 May 2026Strategic multi-year, eight-figure partnership to deliver hybrid human-AI customer experience solutions. The partnership integrates Cresta's AI platform into Atento's Atent.AI offering, combining AI agents, AI-augmented human agents, and enterprise conversation intelligence under a single architecture. Joint go-to-market for US and Latin America markets.
• Google CloudcoreTechnology or Integration · 9 April 2025Cresta became available on Google Cloud Marketplace with deployment on Google Cloud Platform, enabling enterprise customers to procurement and deploy Cresta through their existing Google Cloud infrastructure.

Scale indicators6 records

Recent moves7 records

Expansion highlights8 records

Direct peers

• Decagon: AI agent platform for customer experience that competes head-to-head with Cresta across enterprise CX use cases, including autonomous agents and conversation intelligence. Both companies target contact center transformation at Fortune 1000 customers.
• Sierra AI: Enterprise AI agent platform founded by former Salesforce co-CEO Bret Taylor, focused on autonomous customer service agents for large enterprises. Directly comparable in product, target buyer, and use cases to Cresta's AI Agent.
• Forethought: AI-native customer service platform offering autonomous agents, agent assist, and conversation analytics. Overlaps directly with Cresta's core product pillars across sales, support, and ticket automation use cases.
• Observe.AI: Conversation intelligence and agent assist platform for contact centers, with direct overlap to Cresta's Conversation Intelligence and Agent Assist products across enterprise sales and service teams.
• ASAPP: Enterprise AI platform providing autonomous agents, agent augmentation, and conversation analytics for large contact centers. Direct competitor in the CX AI space, particularly in financial services and telco verticals.
• PolyAI: Voice-first conversational AI platform for enterprise customer service, providing autonomous phone agents. Competes with Cresta's AI Agent on omnichannel voice automation use cases for enterprise CX.

Emerging players

• Gong.io: Conversation intelligence platform originally built for sales teams; has expanded into customer service and agent coaching. Overlaps with Cresta's Conversation Intelligence and Coaching modules in CX analytics.

Broad incumbents

• Salesforce (Service Cloud + Agentforce): Enterprise CRM and customer service platform that now bundles native Einstein/Agentforce AI agent capabilities. Competes broadly with Cresta as an incumbent CRM vendor adding agentic CX features to its enterprise stack.
• Microsoft (Dynamics 365 Customer Service + Copilot): Microsoft has integrated Nuance-based CX AI and Copilot agents into its enterprise customer service stack. Competes broadly with Cresta across AI-augmented customer service deployments in regulated enterprises.

Others

• Five9: Cloud contact center (CCaaS) vendor and both a Cresta channel/financial partner and emerging competitor as it adds native AI assistant and agent capabilities. Listed as both a Cresta partner and risk vector.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/cresta
• LinkedInlinkedin.com/company/cresta-ai

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles13 records

Subsidiaries2 records

Funding overview

Funding rounds5 records

Investors27 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Cresta