Inside Cresta Wave: How Cresta’s New AI Tools Strengthen the Hybrid Workforce

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Cresta Wave introduced four major capabilities that expand what contact centers can do with AI. The updates include real-time translation for voice and text, a new Agent Operations Center, a Prompt Optimizer and a data-driven automation discovery tool. Each one strengthens how teams build, manage and improve AI agents inside the customer experience.

For CX leaders, the shift is significant. Cresta is creating a clearer path for a hybrid workforce where human agents and AI agents work together with better visibility, tighter control and stronger support. These capabilities give supervisors the information they need in real time and help organizations automate the right tasks with confidence.

In this video, Katherine from the CX Foundation sits down with Cresta CEO Ping Wu to discuss the announcements, the immediate impact of the Agent Operations Center and what these changes mean for the future of modern contact centers.

What You’ll Learn

• How real-time translation improves global operations across voice and text
• Why the Agent Operations Center may have the fastest impact on agent performance
• How the Prompt Optimizer gives non-technical teams a way to build stronger prompts
• How automation discovery identifies the processes that are ready for AI
• Why the hybrid workforce is becoming the next operating model for CX teams

Cresta Wave reflects how quickly the contact center world is evolving. With new tools for visibility, automation and human oversight, AI is becoming a more reliable part of customer experience strategy. Cresta’s vision offers a preview of what high-performing hybrid teams will look like in the years ahead.

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