Five9, Cresta Partner To Deliver AI-Driven Real-Time Intelligence


Cresta, the leader in real-time intelligence for the contact centre, announced it has accredited its real-time integration with Five9, the industry-leading cloud contact centre platform. The integration allows Cresta customers to connect into the Five9 AI-driven customer engagement platform.

It allows Five9 customers to easily implement Cresta’s advanced AI-driven real-time intelligence layer, removing technical barriers and increasing overall value from both solutions. As a part of this partnership, Five9 has also invested in Cresta’s Series C funding.

Cresta helps teams in contact centres drive better customer experience CX, ensure compliance, and unlock revenue opportunities with its AI-driven, real-time coaching platform for agents providing dynamic, live guidance based on the best practices of top performers.

Cresta also provides real-time visibility for managers to see and track every conversation and agent’s progress. As a result, Cresta helps teams improve their performance, increase CSAT and RPC, lower average handle time (AHT), and boost customer satisfaction and experience.

The Five9 platform provides a variety of open APIs for customers and partners. Specifically, the VoiceStream API is a developer-friendly, modern cloud-to-cloud real-time media streaming API enabling frictionless integrations with partners and securely protecting customers’ voice data. Five9 VoiceStream helps customers, partners, and system integrators leverage the power of real-time voice and add a broad range of value-added applications on top of the Five9 platform.

“We are so excited to be working with Five9 as an accredited and integrated partner,” said Zayd Enam, CEO and Co-founder of Cresta. “Five9 has solved one of the most challenging aspects of contact centre technology with VoiceStream, making real-time integration easy, reliable, and secure rather than a cost and time barrier to adopting new technologies. As integrated solutions, we can deliver on the promise of better CX in real-time.”

“We are thrilled to partner with Cresta,” says Rowan Trollpe, CEO, Five9.  “Five9’s first commitment is to deliver better customer experiences. This means investing in our own AI and Automation platform and working with leading partners like Cresta who want to build on top of our platform to bring additional use cases to customers.”