Cresta, the real-time intelligence platform for customer experience, recently announced a new integration with Amazon Connect. Amazon Connect is the omni-channel contact centre solution from the Amazon Web Services team, responsible for delivering superior customer service at a reduced cost. This integration allows customer care and sales teams to deploy the Cresta AI platform.
Within the AI platform, companies can start immediately uncovering insights from every conversation with customers. The solution also further supports agents with real-time personalised coaching. The result is improved business performance, customer satisfaction and employee engagement.
Supporting Today’s Teams
Right now, companies are under more pressure than ever before to help their sales and support teams deliver the best possible experiences. With customer contact now happening through digital and voice channels, companies with call centres are facing a massive increase in customer interactions. Improved response times are essential in this landscape. Cresta’s AI platform will help companies to identify best practices and coach teams in real-time.
Organizations can now be better equipped to support clients no matter the demand they face. According to the Product Manager at Cresta, Alexa Roe, making sure Cresta integrates with leading contact centre tools is essential . The Amazon Connect integration means that companies using Amazon Connect can now quickly bring AI to their care and sales teams, helping agents to hone skills, become experts in their field, and adapt to customer needs.
Cresta AI and Amazon Connect
Cresta originally began with the goal of using artificial intelligence solutions to change the way that professionals gather and harness skills. Cresta brings together industry-leading AI experts, decades of sales expertise, and exceptional leadership in their field.
Cresta for Amazon Connect will identify the sales behaviours that lead to more successful customer outcomes for today’s teams. For instance, Cresta can identify positive trends like maintaining conversational flow, troubleshooting problems, and setting expectations with clients. Once the Cresta system knows what works for a business, it can use these insights to coach agents towards better outcomes with real-time support.
Cresta for Amazon Connect is now available to access today for customers in the US. You can learn more about Cresta for Amazon Connect, and how real-time intelligence improves the performance of customer care and sales teams through the Cresta website.
