Cresta Agent Operations Center
Unified command hub for real-time oversight and management of the human-AI hybrid workforce in contact centers.
Cresta Agent Operations Center provides centralized visibility into all live customer conversations handled by both human and AI agents from a single interface. The platform introduces the AI Supervisor role, enabling human experts to monitor multiple sensitive conversations simultaneously with alerts for high-risk scenarios such as payment disputes or compliance issues. Supervisors can provide real-time guidance by messaging customers through the AI agent or instructing agents on actions without disrupting the experience. Forced Handoff capability enables seamless mid-conversation transitions between AI and human agents without requiring customers to repeat information.
Use cases
Real-time monitoring of AI and human agent conversations
Supervisor intervention in high-risk or compliance-sensitive interactions
Seamless AI-to-human handoff management
Workforce optimization across hybrid teams
Integrations
Cresta AI Agent
Cresta Agent Assist
Five9
Amazon Connect
Genesys
NICE
Avaya
Twilio
Cisco
Expected outcomes
Deeper automation with maintained quality control through human-in-the-loop oversight
Reduced compliance risk via real-time intervention capabilities
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Company
Cresta
Sunnyvale, CA, USA
Founded 2017
Primary Verticals
Financial Services (BFSI)Healthcare & Life SciencesRetail & E-commerceTelecom & MediaLogistics & Transportation
Functions
Customer ExperienceIT OperationsLegal & ComplianceHR & Workforce
Industries
Financial Services (BFSI)Healthcare & Life SciencesRetail & E-commerceTelecom & MediaLogistics & Transportation
9
Integrations
4
Use cases
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