Medallia, Inc. announced a new partnership with Cresta and expanded integrations with LivePerson and Five9. These partnerships allow organizations to further strengthen the conversational AI technologies used for real-time agent assistance with customer service teams in contact centers. As a leader in the real-time agent assistance market, Cresta provides contact center agents with in the moment guidance during customer interactions.

Cresta leverages Generative AI to enable live coaching based on top performers and industry best practices. By expanding integrations with LivePerson and Five9, organizations can now easily understand the impact of conversational AI on customers' experiences, including how assist models are working and which need tuning. Through these partnerships, companies can increase agent productivity and improve response consistency with personalized and relevant guidance to agents and customers.