Investing in Cresta: Unlocking the Future of Contact Center AI

Generative AI adoption across enterprise applications has accelerated, delivering demonstrated ROI reported by customers (Morgan Stanley report). In 2024, this transformation is particularly visible in contact centers and customer relationship management (CRM), where inefficiencies—such as high agent turnover, unrealized productivity, and growing customer demands—create substantial opportunities for AI-driven solutions.

With an $8.3 billion TAM, (OW diligence report) the Contact Center AI market is a significant whitespace to capture. Enterprises are increasingly seeking solutions that enhance productivity, reduce operational costs, and improve customer experiences.

Cresta’s Platform Solution

Cresta delivers a comprehensive AI-powered platform that enhances the full value chain of contact center operations through three core pillars:

1. Real-Time Agent Assist:
   • Live transcription, instant suggestions, and workflow automation to enhance agent productivity.
   • Continuously learns and adapts, improving recommendations based on real-world interactions.
2. Post-Call QA and Coaching:
   • Converts audio into actionable insights, automating quality assurance and performance evaluation.
   • Enables objective, data-driven coaching to enhance agent performance.
3. Virtual Agents:
   • Automates routine inquiries, reduces agent workloads, and scales operations efficiently.
   • Continuously improves by learning from top agent interactions to deliver more accurate, human-like responses.

Cresta is revolutionizing the contact center industry with its innovative AI-driven solutions. By focusing on model-centric platforms, seamless workflow and data integration, flexible deployment options, and strong traction with Fortune 500 customers, Cresta is setting new standards for efficiency and performance.

Here’s a closer look at what makes Cresta stand out:

• Model-Centric Platform: Cresta automatically produces use-case specific AI models tailored to customer workflows. Examples include autocomplete models (reducing keystrokes by 30-50%) and no-code summary models, abstracting ML complexity for quick deployment.
• Workflow and Data Integration: Cresta captures and automates contact center workflows for agents, QA teams, supervisors, and compliance roles. It integrates unstructured data (e.g., sales insights, coaching plans, and QA feedback) into a unified platform, creating a proprietary data moat.
• Deployment Flexibility: Cresta supports cloud and on-premises deployments, critical for enterprises with legacy systems, enabling seamless integration with existing CCaaS platforms.
• Focus on Fortune 1000 customers with demonstrated ROI: Leading customers like United Airlines, Verizon, and Airbnb have reported significant ROI, citing Cresta’s superior transcription quality, low latency, and ease of use.  In addition, Cresta stands out because of their unified platform for both human and AI agents. Their customers started with Cresta’s human augmentation co-pilot and are growing into using the company’s full AI automation through the Virtual Agent.

At Qualcomm Ventures, we invest in transformative companies leveraging cutting-edge technology to unlock new opportunities. Cresta’s AI platform stands out as a category leader in real-time agent assist, combining product and technology leadership via a differentiated platform with fine-tuned models, deep workflow integration, and rapid implementation.  Their solutions also have proven ROI, delivering clear productivity gains and cost savings for enterprises.

Looking ahead, we see strong alignment with Qualcomm’s on-device generative AI capabilities powered by our Neural Processing Unit (NPU) in Snapdragon powered devices. AI co-pilot agents running on edge devices, like PCs, will enable cost-efficient inferencing for use cases such as speech recognition, live transcription, and voice automation—which could further enhance Cresta’s value proposition.

We are thrilled to invest in Cresta as they scale their platform and transform enterprise contact centers.

Learn more

Watch Cresta’s leadership announce the Series D funding and their vision for the future.