Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Uniphore: Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance. 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 Uniphore when qa and supervisor teams automating call scoring, coaching, and compliance monitoring across all interactions 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.
Uniphore is an enterprise conversational AI and customer service analytics platform that records, transcribes, and analyzes voice and digital interactions for real-time agent assist, conversation intelligence, and automated quality assurance.
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
Uniphore is an enterprise Business AI platform built for contact centers and customer service operations. Its customer service suite captures and records voice and screen interactions, then applies speech-to-text and natural language processing to transcribe and analyze conversations. The Conversation Insights Agent uses generative AI to analyze 100% of customer calls, producing conversation summaries, sentiment analysis, and topic/call-driver detection, and lets users query insights in natural language without predefined keyword lists. Its Real-Time Agent Assist surfaces in-the-moment guidance and knowledge during live calls and automates after-call work such as wrap-up summaries. The platform also automates quality assurance across every call rather than relying on random sampling or manual scorecards, flagging coaching needs and compliance gaps. The Communication Recording Agent provides multi-channel audio capture, transcription, and built-in compliance controls (MiFID II, Dodd-Frank, PCI DSS, GDPR). It targets contact center leaders, QA managers, supervisors, and operations teams. Uniphore is established, with documented enterprise deployments and industry analyst recognition.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Uniphore is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Uniphore |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | Real-time call transcription and live agent assist with in-the-moment guidance |
| Standout feature | Conversation intelligence analyzing 100% of interactions | Generative-AI conversation intelligence analyzing 100% of calls for summaries, sentiment, and call drivers |
| Team usage | Automated quality management and scoring across all calls | Automated quality assurance across all interactions without random sampling or manual scorecards |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Multi-channel voice and screen recording with transcription in supported languages |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Natural language querying of conversation insights without keyword lists or tags |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Automated after-call work (ACW) summaries and post-call task automation |
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.
Uniphore
Choose Uniphore if you need contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends — strengths include analyzes 100% of conversations rather than a sampled subset, improving qa and compliance coverage.
Cresta
Uniphore
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Uniphore is strong for contact centers transcribing and analyzing every customer call to uncover call drivers and sentiment trends. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Uniphore is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Sure. Running both makes sense when their strengths don't overlap and the budget allows.
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