Cresta Announces Amazon Connect Integration

While an adage like, “answer the phone with a smile,” will always a place in call center management vernacular, innovation is taking coaching a step further. AI is evolving contact center operations, providing real-world, bottom-line results.

 Cresta announced the Cresta AI platform integration with Amazon Connect. Amazon Connect users can now access personalized real time coaching via the AI contact center solution to better serve customers, boosting sales and support.

"Making sure Cresta has integrations with leading contact center infrastructure providers is core to our goal of helping businesses have great customer conversations, wherever those conversations take place. That's why we're excited by our Amazon Connect integration," said Alex Roe, Product Manager, Cresta.

The Cresta AI platform takes best practice from agent behavior – from troubleshooting, to making more natural conversation. The AI engine analyzes agent behavior data to direct improved employee engagement, customer satisfaction and business performance across the Amazon Connect omnichannel contact center service.

"Now organizations using Amazon Connect can easily bring our AI to their sales and care teams, enabling agents to hone their skills, more quickly become experts, and quickly adapt to changing customer needs," Roe continued.

AWS is certainly no slouch in the cloud wars. Amazon Connect made the tech titan formidable in the contact center space; and its ecosystem of partners are central to its success. 

Is your contact center in the cloud?

Edited by Maurice Nagle