Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. DialDesk: DialDesk is an India-based managed customer-experience platform whose CallMaster product uses AI to transcribe and audit 100% of contact-center calls, chats, and WhatsApp messages for quality, sentiment, and compliance. Which one wins depends on your platform mix, budget, and how hands-off you want notes to be.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and DialDesk when monitoring customer sentiment and churn risk in real time across support conversations matters most. Trial each on a few real meetings before you commit — the better fit usually shows fast.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
DialDesk is an India-based managed customer-experience platform whose CallMaster product uses AI to transcribe and audit 100% of contact-center calls, chats, and WhatsApp messages for quality, sentiment, and compliance.
Cresta is an enterprise customer-experience AI platform that unifies human and AI agents across voice and digital channels. It captures conversations through integrations with major contact-center systems such as Genesys, NICE, Salesforce, Twilio, and Amazon Connect, then analyzes those interactions at scale to surface behavioral insights and deliver real-time guidance. Its Agent Assist listens to live conversations and provides agents with in-the-moment suggestions, knowledge, and next-best actions, while a Knowledge Agent proactively surfaces context-aware answers without manual prompting. Cresta's conversation intelligence analyzes 100% of interactions to identify the behaviors that drive outcomes, and its automated quality management scores conversations across the board so supervisors gain visibility without manual sampling. The platform also offers autonomous AI agents that can resolve customer conversations end to end, plus an Agent Operations Center that gives supervisors real-time visibility and intervention tools across both human and AI-led conversations. Cresta is built for large enterprise contact centers in industries such as financial services, travel and hospitality, telecommunications, insurance, and healthcare that need real-time assistance, coaching, and analytics at scale. Pricing varies by plan. Check the official website for current pricing.
Best suited for
DialDesk is an Indian customer-experience company that pairs managed contact-center operations with an AI software layer called CallMaster, available either bundled with its managed service or as standalone SaaS for businesses running their own agents. Its conversation-intelligence engine records and transcribes interactions in real time across voice calls, live chat, and WhatsApp, processing voice tone, speech pacing, and language patterns to create structured records as conversations happen. Using NLP, speech analytics, and sentiment analysis, the platform automatically scores 100% of interactions against customizable QA rubrics covering script adherence, empathy, product accuracy, mandatory disclosures, resolution quality, and compliance, returning scores within seconds of a call ending. Real-time dashboards surface customer frustration, churn signals, and compliance risks for supervisors, while auto call summarization logs notes back to the CRM. It is aimed at startups, SMBs, and growth-stage enterprises in sectors like e-commerce, BFSI, healthcare, and SaaS that want automated quality monitoring and agent coaching across every customer conversation rather than manual sampling.
Best suited for
Cresta is a free tier with paid upgrades (freemium); DialDesk is a free tier with paid upgrades (paid). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | DialDesk |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Real-time recording and transcription of 100% of calls, chats, and WhatsApp messages |
| Standout feature | Conversation intelligence analyzing 100% of interactions | AI-powered QA scoring against customizable rubrics (script adherence, empathy, compliance, resolution) |
| Team usage | Automated quality management and scoring across all calls | Sentiment and emotion analysis detecting frustration, churn signals, and compliance risk in real time |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Auto call summarization and logging that pushes notes into the CRM |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Real-time supervisor dashboards with live agent performance and quality metrics |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | In-call agent assist with next-best-action prompts and CRM screen-pop integrations |
Cresta
Choose Cresta if you need assisting contact-center agents in real time during customer conversations — strengths include delivers real-time guidance during live conversations, not just post-call review.
DialDesk
Choose DialDesk if you need automatically scoring and auditing 100% of agent calls and chats for quality and compliance — strengths include audits 100% of interactions automatically instead of relying on small manual qa samples.
Cresta
DialDesk
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while DialDesk is strong for automatically scoring and auditing 100% of agent calls and chats for quality and compliance. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and DialDesk is a free tier with paid upgrades. Check each vendor's pricing page for the latest plans and free-tier limits.
You can — some teams pair them when each covers a different part of the meeting workflow.
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