Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Microsoft Teams Copilot: Microsoft 365 Copilot inside Teams summarizes meetings, surfaces who said what, captures action items, and answers questions about the discussion during and after calls. This comparison weighs them on pricing, features, and everyday workflow fit.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and Microsoft Teams Copilot when catching up on a teams meeting you joined late or missed matters most. Run both through a week of actual calls to see which suits your workflow.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
Microsoft 365 Copilot inside Teams summarizes meetings, surfaces who said what, captures action items, and answers questions about the discussion during and after calls.
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
Copilot in Microsoft Teams is the AI meeting assistant built into Microsoft 365 Copilot. During or after a Teams meeting it summarizes key discussion points (including who spoke and what they said), suggests action items, and answers questions by reasoning over the conversation and meeting chat. It works in real time via the Copilot button and is also available afterward through the meeting chat and Recap tab. Transcription does not have to be running just to turn Copilot on during a meeting, but live transcription must be enabled to prompt Copilot about what was said and to access its conversation history after the meeting ends; recording itself is not required. Longer responses can be opened in Word, and table-style output in Excel. Copilot is sold as a paid add-on that requires a qualifying Microsoft 365 or Office 365 subscription, and it extends beyond Teams across Word, Excel, Outlook, and other Microsoft 365 apps. A no-cost Microsoft 365 Copilot Chat tier is included for eligible subscribers but excludes the full work-grounded Teams meeting Copilot experience.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Microsoft Teams Copilot is from $30/mo (paid). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Microsoft Teams Copilot |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Meeting summaries |
| Standout feature | Conversation intelligence analyzing 100% of interactions | Action item detection |
| Team usage | Automated quality management and scoring across all calls | Speaker-attributed recap |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Real-time meeting Q&A |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Export to Word and Excel |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Meeting summaries |
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.
Microsoft Teams Copilot
Choose Microsoft Teams Copilot if you need generating post-meeting recaps and action items for teams calls — strengths include deeply integrated into teams and the wider microsoft 365 suite (word, excel, outlook), so no third-party meeting bot is needed.
Cresta
Microsoft Teams Copilot
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Microsoft Teams Copilot is strong for generating post-meeting recaps and action items for teams calls. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Microsoft Teams Copilot is from $30/mo. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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