AgentAssist vs Cresta
AgentAssist
agentassist.com
Cresta
cresta.comSide by side
| Figure | AgentAssist | Cresta |
|---|---|---|
| Price from | — | $12,500/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 0 | 5 |
| Spec score · Speech Analytics Software | 7.6 (#10) | 8.6 (#2) |
| Spec score · Agent Assist Software | 7.6 (#8) | 8.5 (#2) |
| Spec score · Contact Center Quality Assurance Software | 7.6 (#11) | 8.5 (#5) |
| Compliance | The site describes features for monitoring policies and procedures and flagging compliance-related calls, but does not state a specific certification on the pages reviewed. | Cresta’s Trust Center lists CCPA, CPRA, GDPR, HIPAA, ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 42001:2023, PCI DSS, SOC 2, TISAX, and SOC 3. |
| Integrations | The site says summaries can be integrated into CRM or ticketing platforms, but does not name specific products on that page. | Cresta lists integrations including Five9, Salesforce, Amazon Connect, NICE, Genesys, Avaya, Twilio, Zendesk, ServiceNow, SharePoint, Databricks, AWS and Google Drive. |
| Product | AgentAssist is a generative AI platform for contact centers that provides real-time agent assistance, automated QA, call summarization, and analytics. | Cresta combines AI Agents, real-time Agent Assist, Conversation Intelligence, and Agent Operations Center on one customer experience AI platform. |
| Security | The product pages describe configurable redaction of personally identifiable and other sensitive data, along with configurable security and permission levels. | The integrations page says Cresta uses encryption, dedicated databases, access controls, and PII redaction to protect data. |
| Support | The company page invites prospective customers to call, and lists the phone number 888.537.0839. | Cresta directs customers with security program questions to their enterprise sales representative or [email protected]. |
Plans
Cresta
- Agent Assist for Chat$150,000 a year
- Agent Assist for Voice$150,000 a year
- Custom enterprise pricingPriced on request
- Enterprise (custom)Priced on request
- TrustRadius listingPriced on request
In their own words
AgentAssist
AgentAssist is a cloud-based generative AI speech analytics platform for contact centers, available through web and API. Its capabilities include conversation analytics, call classification and summaries, automated quality assurance, agent coaching, case management, sentiment analysis, real-time assistance, and reporting. Conversation analytics supports transcription-based search with more than 20 filters, saved searches, call review, and customized reports. Automated QA uses customizable scorecards to evaluate 100% of interactions, with results available by agent and question. Real-Time Assist provides a navigator checklist and AI-suggested prompts based on call context. Coaching tools include customized reasons, timestamped notes, alerts, tasks, an agent portal, and activity reporting. Case Management can flag calls using configured criteria, support review and escalation, notify team members, and produce customized reports. The platform offers call-level sentiment analysis and configurable redaction for personally identifiable and other sensitive data, along with configurable security and permission levels. Summaries can often be sent to a system of record by API and may be integrated with CRM or ticketing platforms, though specific products are not named. Pricing is available on request.
Cresta
Cresta combines AI Agents, real-time Agent Assist, Conversation Intelligence and an Agent Operations Center in one customer-experience platform. AI Agents automate customer conversations across voice and digital channels. Agent Assist supplies guidance, knowledge and automation across voice, chat and email. Conversation Intelligence examines conversations for trends, behaviors, risk signals and revenue opportunities. Cresta Opera is a no-code orchestration engine for building, configuring, testing and governing AI behavior. Listed integrations include Five9, Amazon Connect, Salesforce, ServiceNow, Shopify, Databricks, NICE, Microsoft, Genesys, Zendesk, Twilio and HubSpot, with bidirectional data exchange described as staying synchronized at near-zero latency. Cresta cites encryption, dedicated databases, access controls and PII redaction for protection. Its Trust Center lists CCPA, CPRA, GDPR, HIPAA, ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 42001:2023, PCI DSS, SOC 2, TISAX and SOC 3. Pricing is custom and there is no free plan.