Cresta, the industry standard in contact centre real-time intelligence, has just announced a new connection with Zoom Video Communications, Inc. Because of this integration, Zoom Contact Center users may use Cresta’s cutting-edge AI-driven, real-time intelligence layer to implement real-time voice integration in their contact centre.

Customers of Zoom will be able to boost revenue creation thanks to this integration’s effects on sales conversion rates, client retention, and payments. Call coaching is also enhanced by Cresta’s real-time intelligence platform because the quality assurance process is automated.

Using omnichannel and video-optimized interactions, “the Zoom Contact Center solution has set a new standard for customer experiences,” said Cresta CEO Zayd Enam. Zoom Contact Center’s integration with Cresta will speed up its progress toward its ultimate aim of providing a cutting-edge service for both agents and customers.

Customers of Zoom can use Cresta’s platform with a straightforward interface, eliminating the need for complex programming. Through the Zoom admin portal, Cresta’s robust real-time AI suite, which includes Agent Assist, Knowledge Surfacing, Supervisor coaching, QA, and Insights, can be integrated in a simple and safe way. Cresta users report a 15% boost in customer satisfaction, a 30% reduction in training time for new agents, and a weekly time savings of three to five hours thanks to the automation of routine work.

Source: Prnewswire