Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Shadow: A bot-free, Mac-based AI meeting assistant that transcribes and summarizes calls locally without joining as a participant. Here's where each one pulls ahead on pricing, features, and the meetings it suits best.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and Shadow when privacy-conscious teams that prefer on-device transcription matters most. Try them side by side on real calls before deciding — needs vary by team.
Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence.
A bot-free, Mac-based AI meeting assistant that transcribes and summarizes calls locally without joining as a participant.
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
Shadow is a bot-free AI meeting assistant for macOS that captures meetings by listening to your computer's audio in the background rather than joining the call as a visible participant. Because transcription runs locally on the Mac, the audio does not need to leave the device for that core processing step, which the company positions as a privacy advantage. Shadow can automatically detect when a meeting starts, transcribe the conversation with speaker identification, and turn the discussion into structured notes, summaries, and follow-up items. It also captures on-screen content alongside the spoken audio, so material shared during a call (slides, dashboards, or shared windows) can be reflected in the output. The tool works across common conferencing platforms including Zoom, Microsoft Teams, Google Meet, Webex, Slack, and Discord. Users can configure customizable prompts (described as Skills) to generate notes, summaries, or drafted emails, and connect outputs to other tools via webhooks. It is aimed at professionals and teams who want meeting capture without adding another bot to the call. Pricing varies by plan. Check the official website for current pricing.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Shadow is a free tier with paid upgrades (freemium). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Shadow |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Bot-free capture that records system audio without joining the meeting as a participant |
| Standout feature | Conversation intelligence analyzing 100% of interactions | On-device (local) transcription on macOS |
| Team usage | Automated quality management and scoring across all calls | Speaker identification during transcription |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Captures on-screen content in addition to spoken audio |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Customizable prompts/Skills to generate notes, summaries, and emails |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Webhook integration to connect outputs to other 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.
Shadow
Choose Shadow if you need capturing notes and summaries across multiple conferencing platforms without a bot joining — strengths include does not add a visible bot to meetings.
Cresta
Shadow
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Shadow is strong for capturing notes and summaries across multiple conferencing platforms without a bot joining. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Shadow is a free tier with paid upgrades. 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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