Cresta: Enterprise contact-center AI platform combining real-time agent assist, autonomous AI agents, and conversation intelligence. Zenarate: Zenarate's Performance Analyzer is an AI tool that transcribes, redacts, and scores live contact-center agent calls for quality assurance and coaching. We compare them on cost, capture approach, and day-to-day fit so you can choose faster.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Cresta when assisting contact-center agents in real time during customer conversations matters most, and Zenarate when monitoring customer sentiment and emerging call topics to surface compliance and experience issues 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.
Zenarate's Performance Analyzer is an AI tool that transcribes, redacts, and scores live contact-center agent calls for quality assurance and coaching.
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
Zenarate is an AI simulation-training and conversation-analytics platform for contact centers, and its Performance Analyzer (formerly Call Analyzer) is the module that turns live customer calls into structured quality and coaching data. The AI engine automatically transcribes each interaction, redacts sensitive information, and scores calls against a client's defined call model and skill expectations, processing up to 100% of calls rather than a small sampled subset. Analysis runs nightly so leaders have results the next day, with automated scorecards, sentiment analysis, topic and trend reporting, and next-action coaching recommendations. Managers can drill into specific conversation moments, listen to the audio, and add commentary directly from the scorecard. Because it sits inside Zenarate's AI Coach platform, identified gaps can be turned into personalized roleplay simulations and coaching plans. It is built for QA managers, training leaders, and contact-center operations across industries such as financial services, healthcare, insurance, telecom, retail, and travel, and supports multiple languages and global deployments.
Best suited for
Cresta is a free tier with paid upgrades (freemium); Zenarate is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Cresta | Zenarate |
|---|---|---|
| Core capability | Real-time Agent Assist with live suggestions and knowledge | AI transcription of live agent calls with automatic redaction of sensitive information |
| Standout feature | Conversation intelligence analyzing 100% of interactions | Automated scoring of up to 100% of calls against a client's defined call model and skill parameters |
| Team usage | Automated quality management and scoring across all calls | Quality-assurance scorecards with the ability to listen to audio and add manager commentary |
| Integrations | Knowledge Agent that proactively surfaces context-aware answers | Sentiment analysis plus topic-frequency and trend reporting across interactions |
| Languages & capture | Autonomous AI agents for end-to-end conversation resolution | Next-action coaching recommendations that convert QA findings into roleplay simulations |
| Best-fit workflow | Integrations with Genesys, NICE, Salesforce, Twilio, and Amazon Connect | Nightly batch processing so insights are ready the following day |
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.
Zenarate
Choose Zenarate if you need automating contact-center qa by transcribing and scoring every agent call instead of manual sampling — strengths include analyzes up to 100% of calls instead of a small manual qa sample, with automatic transcription and redaction.
Cresta
Zenarate
It depends on your workflow. Cresta is strong for assisting contact-center agents in real time during customer conversations, while Zenarate is strong for automating contact-center qa by transcribing and scoring every agent call instead of manual sampling. Both transcribe and summarize meetings.
Cresta is a free tier with paid upgrades and Zenarate is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Yes. Many teams run more than one meeting assistant when the workflows are complementary.
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