Cresta, a provider of generative AI for modern contact centers, expands today its voice platform integrations to include hard phone functionality, enabling legacy, on-premises contact centers to access the benefits of the cloud, without fully committing to a cloud transformation.
Hard phones are hand-held, physical devices, similar to the standard desk phone. Cresta’s hard phone capabilities allow organizations with on-premises contact centers to reap the benefits of the cloud, and use Cresta generative AI solutions such as Agent Assist (for real-time agent guidance), Virtual Agent (to automate conversations) and Director (for full visibility into team performance and accelerated coaching).
This technology enables organizations to improve customer satisfaction, reduce average handle time and improve conversions and sales.
“The latest breakthroughs in generative AI and LLMs have undoubtedly most benefited companies who have migrated to the cloud,” said Tim Shi, CTO and co-founder of Cresta. “However, we know that a full transition to the cloud can be a time-consuming and complex process, especially for larger, more mature organizations. With Cresta’s new hard phone integration, we are ready to distribute the latest in generative AI technology to a larger audience of customers, who may still be in the process of their migration journey.”
While softphone deployment trends upward, hard phones remain a staple in the contact center world. According to Metrigy, only about 30 percent of organizations have shifted contact center operations to the cloud.
To learn more about Cresta’s hard phone integration capabilities, visit the Cresta blog. For more details on Cresta’s real-time intelligence solution for contact centers or the Cresta Partner Program, visit www.cresta.com.
