Accenture Invests in Cresta to Improve Efficiency and Productivity in Contact Centers with Generative AI
Accenture has made a strategic investment in Cresta, an AI platform developer for contact centers, through Accenture Ventures. The partnership will integrate Cresta's AI capabilities into Accenture's AI Refinery™️ platform. Research indicates companies applying generative AI to customer initiatives can achieve 25% higher revenue over five years compared to those focused solely on productivity.
Cresta's AI solutions provide real-time agent coaching, insights, and virtual agents to improve performance and customer satisfaction. The platform has been adopted across retail, financial services, telecommunications, and healthcare sectors. Cresta was recently named a Leader in The Forrester Wave™, receiving top scores across 15 criteria.
Accenture ha effettuato un investimento strategico in Cresta, uno sviluppatore di piattaforme AI per i centri di contatto, attraverso Accenture Ventures. La partnership integrerà le capacità AI di Cresta nella piattaforma AI Refinery™️ di Accenture. Le ricerche indicano che le aziende che applicano l'AI generativa alle iniziative per i clienti possono raggiungere ricavi superiori del 25% in cinque anni rispetto a quelle focalizzate esclusivamente sulla produttività.
Le soluzioni AI di Cresta offrono coaching degli agenti in tempo reale, approfondimenti e agenti virtuali per migliorare le performance e la soddisfazione del cliente. La piattaforma è stata adottata nei settori del retail, dei servizi finanziari, delle telecomunicazioni e della sanità. Cresta è stata recentemente nominata Leader nella The Forrester Wave™, ricevendo punteggi massimi su 15 criteri.
Accenture ha realizado una inversión estratégica en Cresta, un desarrollador de plataformas de IA para centros de contacto, a través de Accenture Ventures. La asociación integrará las capacidades de IA de Cresta en la plataforma AI Refinery™️ de Accenture. Las investigaciones indican que las empresas que aplican IA generativa a iniciativas de atención al cliente pueden lograr ingresos un 25% más altos en cinco años en comparación con aquellas que se centran únicamente en la productividad.
Las soluciones de IA de Cresta ofrecen coaching en tiempo real para agentes, conocimientos y agentes virtuales para mejorar el rendimiento y la satisfacción del cliente. La plataforma ha sido adoptada en los sectores minorista, de servicios financieros, telecomunicaciones y atención médica. Cresta fue recientemente nombrada Líder en The Forrester Wave™, obteniendo las mejores puntuaciones en 15 criterios.
엑센추어는 AI 플랫폼 개발 업체인 크레스타에 전략적 투자를 했으며, 이는 엑센추어 벤처스를 통해 이루어졌습니다. 이 파트너십은 크레스타의 AI 기능을 엑센추어의 AI Refinery™️ 플랫폼에 통합할 것입니다. 연구에 따르면 고객 이니셔티브에 생성적 AI를 적용하는 기업은 생산성에만 초점을 맞춘 기업에 비해 5년 동안 25% 더 높은 수익을 달성할 수 있습니다.
크레스타의 AI 솔루션은 실시간 에이전트 코칭, 통찰력, 가상 에이전트를 제공하여 성과와 고객 만족도를 향상시킵니다. 이 플랫폼은 소매, 금융 서비스, 통신 및 의료 분야에서 채택되었습니다. 크레스타는 최근 The Forrester Wave™에서 리더로 선정되어 15개의 기준에서 최고 점수를 받았습니다.
Accenture a réalisé un investissement stratégique dans Cresta, un développeur de plateformes d'IA pour les centres de contact, par l'intermédiaire d'Accenture Ventures. Ce partenariat intégrera les capacités d'IA de Cresta dans la plateforme AI Refinery™️ d'Accenture. Les recherches indiquent que les entreprises qui appliquent l'IA générative aux initiatives client peuvent réaliser des revenus 25 % plus élevés sur cinq ans par rapport à celles qui se concentrent uniquement sur la productivité.
Les solutions d'IA de Cresta proposent du coaching en temps réel pour les agents, des insights et des agents virtuels pour améliorer les performances et la satisfaction client. La plateforme a été adoptée dans les secteurs du commerce de détail, des services financiers, des télécommunications et de la santé. Cresta a récemment été nommé Leader dans The Forrester Wave™, obtenant les meilleures notes sur 15 critères.
Accenture hat eine strategische Investition in Cresta, einem Entwickler von KI-Plattformen für Kontaktcenter, über Accenture Ventures getätigt. Die Partnerschaft wird die KI-Fähigkeiten von Cresta in die AI Refinery™️-Plattform von Accenture integrieren. Forschungsergebnisse zeigen, dass Unternehmen, die generative KI in Kundeninitiativen anwenden, in den nächsten fünf Jahren 25% höhere Einnahmen erzielen können als solche, die sich ausschließlich auf Produktivität konzentrieren.
Die KI-Lösungen von Cresta bieten Echtzeit-Coaching für Agenten, Einblicke und virtuelle Agenten, um die Leistung und Kundenzufriedenheit zu verbessern. Die Plattform wurde in den Bereichen Einzelhandel, Finanzdienstleistungen, Telekommunikation und Gesundheitswesen übernommen. Cresta wurde kürzlich als Führer in The Forrester Wave™ ausgezeichnet und erhielt in 15 Kriterien die höchsten Bewertungen.
- Strategic investment in AI technology that could enhance customer service capabilities
- Potential for 25% higher revenue over 5 years through generative AI implementation
- Integration with Accenture's AI Refinery platform expands service offerings
- Recognition as Leader in Forrester Wave with highest possible scores in 15 criteria
- None.
Insights
The strategic investment in Cresta represents a significant move in Accenture's AI expansion, particularly in the lucrative contact center market. The integration with AI Refinery™️ platform creates a powerful synergy that could generate substantial returns. The projected
The technical implementation appears robust, with Cresta's platform offering real-time agent coaching and natural language processing capabilities that integrate with existing infrastructure. This compatibility reduces implementation barriers and accelerates deployment timelines. Cresta's leadership position in Forrester Wave™ and high scores across 15 criteria validate the technology's market readiness and competitive advantage.
Accenture invests in Cresta (Photo: Business Wire)
Generative AI is transforming customer experiences by creating seamless, personalized interactions that boost loyalty and operational excellence. Research from Accenture found that companies that apply generative AI to customer-related initiatives can expect to achieve
"Cresta's innovative solutions have the potential to revolutionize the contact center industry by equipping customer service teams with tools they need to provide more effective customer service," said Lan Guan, chief AI officer at Accenture. "The combination of Accenture’s AI Refinery™️ platform and Cresta’s AI solutions will allow us to offer our clients enhanced tools that drive productivity by automating routine tasks, offering real-time guidance to agents, and generating tailored customer interactions.”
“Generative AI is transforming the way we interact with customers, creating intelligent experiences that not only meet but anticipate needs,” said Baiju Shah, global chief strategy officer at Accenture Song. “Customer sales and service is evolving rapidly and Cresta is at the forefront. This investment underscores our commitment to leveraging AI to drive growth and innovation, raising the bar for customer service strategies that reduce operational costs and improve customer experience."
Cresta’s AI platform has been widely adopted across industries including retail, financial services, telecommunications, and healthcare, helping enterprises to accelerate customer resolution times, while maintaining high levels of service quality. Cresta was also recently named a Leader in The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024, receiving the highest possible scores across 15 criteria, including Innovation, Coaching: Seller Self-Coaching, AI Differentiators, AI: Large Language Model Utilization, Roadmap, and Adoption criteria1. Accenture’s AI Refinery™️ supports organizations in converting these AI technologies and tools into scaled enterprise systems.
"Cresta and Accenture have a shared vision for the future of AI-powered customer interactions. This investment enables us to tap into Accenture's deep industry expertise and global reach, accelerating our growth and innovation while empowering more businesses to enhance efficiency, boost customer satisfaction, and create a sustainable competitive advantage through the power of AI,” said Ping Wu, CEO, Cresta.
Cresta is the latest company to join Accenture Ventures’ Project Spotlight, an engagement and investment program focused on working with companies that create or apply disruptive enterprise technologies. Project Spotlight brings promising startups into Accenture’s innovation network, giving them exposure to experts and clients and helping them tailor, refine and scale their solutions for maximum impact. This announcement highlights Accenture’s ongoing investment in data and AI capabilities to help clients grow their business and sustain relevance with customers, with previous investments in Martian, a technology company that has built a large language model (LLM) router, and Writer, a generative AI-powered platform that helps enterprises create and shape content.
About Accenture
Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at accenture.com.
About Cresta
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Cresta’s platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Powering customer experiences for companies like Cox Communications, Hilton, and Carmax, Cresta helps turn every conversation into an opportunity. Follow our blog and connect with us on LinkedIn and X.
1 The Forrester Wave™: Real-Time Revenue Execution Platforms, Q2 2024, by Seth Marrs with Cristina De Martini, Christina McAllister, Lok Sze Sung, Michael
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Julie Bennink
Accenture
+1 312 693 7301
julie.l.bennink@accenture.com
Rosie Milton-Schönemann
Accenture Song
+44 77 6928 6484
rosie.milton@accenture.com
Source: Accenture
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