Aspect and Cresta Partner to Enhance Contact Centre Performance

Aspect Redefining agent performance report Box

Aspect has announced a partnership with Cresta to integrate workforce engagement management with AI-driven performance insights.

The collaboration links workforce planning, quality management, and conversation analytics to create a more connected approach to managing contact centre operations.

Aspect Workforce provides forecasting, scheduling, staffing, and adherence tools, while Aspect’s workforce intelligence converts workforce data into practical insights.

Through the integration with Cresta, organisations are said to be able to apply these insights to coaching, quality programs, and analytics, creating a performance cycle where plans are informed by outcomes and coaching is based on real interaction data.

“Aspect and Cresta share a common vision: empowering leaders with tools that guide, not just measure,” said Elizabeth Del Ferro, Aspect’s Chief Growth Officer.

“By connecting workforce planning with AI coaching and quality insights, we’re helping customer experience teams forecast smarter and improve faster-all while elevating the agent experience.”

Potential benefits for contact centre leaders include improved forecasting accuracy, AI-assisted quality management and coaching, greater visibility into performance, and more informed shift bidding and incentive programs. It also provides a unified framework for scaling AI across operations.

“AI-powered insights turn piecemeal coaching and quality management programs into a scalable and transformative growth driver,” said Alex Cramer, Chief Revenue Officer of Cresta.

“By integrating Cresta’s Conversation Intelligence solution with Aspect’s leading Workforce Management offerings, we’re empowering businesses to make better-informed workforce decisions based on actionable insights from 100% of agent conversations.”

For more information about Aspect - visit the Aspect Website