Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Observe.AI: Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time. 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 Observe.AI when contact-center agents getting real-time prompts and after-call summaries during live interactions matters most. Test each on your own meetings; the right choice tends to become obvious quickly.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time.
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
Observe.AI is a conversation intelligence and CX platform built for contact centers. It captures customer interactions across voice, chat, and email, then transcribes them using a proprietary automatic speech recognition (ASR) engine that produces diarized transcripts with built-in PII redaction. On top of those transcripts, it layers large language models to automatically evaluate 100% of conversations against configurable QA scorecards, replacing the manual sampling most quality teams rely on. The platform surfaces sentiment, keyword spotting, and operational insights, and feeds them into coaching workflows for supervisors. For frontline agents, an Agent Copilot delivers real-time guidance, next-best-action prompts, and automated after-call summaries during live interactions. It's aimed at enterprise CX, support, and sales operations in regulated industries such as banking, insurance, healthcare, and travel, and offers hundreds of pre-built integrations with common contact-center and CRM systems. Distinct points include full-coverage auto QA, real-time agent assist tied to live sentiment, and an ASR engine tuned specifically for contact-center audio rather than general meetings.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Observe.AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Observe.AI |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Proprietary ASR that produces diarized call transcriptions with built-in PII redaction |
| Standout feature | Conversation intelligence analyzing 100% of interactions | Automated quality assurance that scores 100% of interactions against configurable QA scorecards |
| Team usage | Automated quality management and scoring across all calls | Real-time Agent Copilot delivering live guidance, prompts, and next-best-action suggestions |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Automated after-call summaries for voice and chat interactions |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Sentiment analysis, keyword spotting, and conversation analytics across voice, chat, and email |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Supervisor coaching workflows and pre-built integrations with contact-center and CRM tools |
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.
Observe.AI
Choose Observe.AI if you need quality assurance teams auto-scoring every support call against compliance and qa scorecards — strengths include auto-scores 100% of conversations instead of a small manual sample, giving full qa coverage.
Cresta
Observe.AI
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Observe.AI is strong for quality assurance teams auto-scoring every support call against compliance and qa scorecards. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Observe.AI is custom pricing. 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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