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Cresta
AI agent and real-time coaching platform for contact centers spanning voice and digital, with assist, automation, and quality workflows. Salesforce signed a definitive agreement to acquire Cresta on November 2, 2026, with closing expected in Salesforce's first fiscal quarter of 2028.
Contact centers that want real-time agent assist, coaching, and automation on voice and digital in one platform.
Product-led SaaS teams that want Intercom-style published CX pricing, or pure chatbot buyers with no live-agent workforce.
Verdict
Cresta fits contact-center leaders who need AI that coaches humans and automates work in the same operating model. Public site packaging is sales-led; AWS Marketplace has listed Agent Assist packages around $150,000 per year for capped chat or voice volume as a channel signal, not a complete rate card. Practitioners like real-time guidance quality; cost and implementation weight are the usual tradeoffs versus lighter CX bots.
Score Breakdown
How Cresta scores in the categories that matter to its buyers.
Pricing
Cresta does not publish a self-serve USD rate card on cresta.com. Packaging is enterprise quote-led by seats, products, and interaction volume. AWS Marketplace listings provide channel signals for Agent Assist packages.
Model: custom enterprise contracts (assist, automation, QA). Channel signal: AWS Marketplace has listed Agent Assist for Chat and Voice packages around $150,000 / 12 months with capped interaction volumes and overage rates; confirm current private offers with Cresta.
The Field at a Glance
How Cresta compares with other CX / support automation vendors we reviewed, by Overall Score and relative typical engagement cost.
Cresta scores 7.5 in CX / support automation, under Pylon (7.9), Inkeep (7.7), and Intercom (7.7), and ahead of Ada (6.7) and Forethought (6.4). Relative cost lands upper for this subcategory.
Use-case matrix
| Use case | Fit | Notes |
|---|---|---|
| Real-time agent coaching | Strong | Cresta signature strength. |
| Contact-center voice + digital AI | Strong | Core platform job. |
| Self-serve SaaS helpdesk AI | Weak | Intercom suits product-led teams better. |
| Lightweight FAQ chatbot only | Poor | Overkill and mispriced. |
Review Excerpts
Representative buyer views drawn from public information about Cresta. Paid reviews and pay-for-play sites were excluded.
“Live coaching prompts helped newer agents handle calls with less supervisor time.”
Representative buyer view
“We use it across voice and chat, with assist during calls and quality scoring afterward.”
Representative buyer view
“Pricing is enterprise-quoted, and the pending Salesforce deal raised questions about our contract terms.”
Representative buyer view
Where customer reviews couldn't be found, our analysts attempted to give a voice to buyer sentiment, drawing on real information from review sites, forums, and product documentation.
Based on: Cresta’s website and Salesforce’s announcement
Company Facts
- Founded
- 2017 (CB Insights)
- Headquarters
- Sunnyvale, California, United States (CB Insights)
- Total funding raised
- $276M (CB Insights)
- Key investors
- Andreessen Horowitz, Greylock Partners, Sequoia Capital, Tiger Global Management, JPMorganChase (CB Insights)
- Customers
- CarMax, Porsche and Cox Communications (CB Insights)
- Website
- cresta.com
Key Leadership
Zayd Enam
Co-founder
Methodology
This page is an independent evaluation of Cresta for buyers comparing options in CX / support automation. AI Industry Reviews accepts no sponsorships, advertising, or pay-for-placement fees. Cresta did not pay for this review.
What we scored
The headline number is an Overall Score on a 0-10 scale. Eight criteria fall under it in two groups.
- Buyer outcomes (for CX / support automation)
- Autonomous resolution
- Agent assist & triage
- Omnichannel coverage
- Tuning & admin burden
- Company & commercial
- Innovation & product leadership
- Project management & communication
- Pricing
- Contract fairness
Pricing measures whether the price looks fair for the value delivered, including packaging and renewal friction that show up in real buying cycles.
Score Composition
| Input | Weight | What it covers |
|---|---|---|
| Reviews | 40% | A proprietary read of what practitioners say about likes, complaints, and day-to-day use, including public review sites, forums, and private chat rooms. Paid reviews and pay-for-play sites are out of scope. |
| Product | 35% | Hands-on look at screens and workflows. |
| Pricing | 15% | Whether the price looks fair for what you get. |
| Docs & training | 10% | Docs, tutorials, and training material. |
How we balanced the evidence
The Overall Score is the simple average of the eight criteria. Recommendation language follows that score and the use-case matrix above.
Scope
Cresta is graded here as CX / support automation. Criteria scores can move as more review volume and product checks are added.