Enhancing Contact Center Efficiency
Cresta's auto note-taking and auto-summarization tools streamline contact center operations by automating tasks such as mid-call note-taking and post-call work. This automation enables agents to deliver superior customer service and handle calls more efficiently.
Addressing Agent Challenges
Agents face challenges such as tedious after-call work that prolongs average handle times (AHT) and disrupts customer flow. Additionally, mid-call distractions lead to a trade-off between accurate note-taking and customer focus, while time pressure between calls results in rushed or inaccurate summaries.
Boosting Agent Productivity
Cresta's tools accelerate agent performance during and after calls. By automating note-taking with AI assistance, agents can dedicate more attention to customers. Automatic summarization eliminates post-call work, generating summaries with key details like call reason, resolution, actions taken, outcomes, and follow-ups.
Streamlining Operations
Cresta eliminates manual tasks by offering features like auto-fill, which automatically populates notes into relevant systems. Moreover, the platform enables agent-less summarization, taking notes and creating summaries discretely in the background without agent intervention.
Driving Results
Cresta's solutions deliver tangible outcomes, including reduced average handle times, minimized after-call work through CRM automation, enhanced customer satisfaction by decreasing wait times, and meticulous capture of call dispositions and information. These results translate into improved overall contact center performance.
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