# Cresta — Enterprise contact-centre platform with autonomous voice and digital AI agents plus real-time human agent assist.

> Source: The Agents Index — https://theagentsindex.com/cresta (structured, researched, re-verified)
> Facts last verified: 2026-09-13

Cresta is an enterprise customer-experience platform whose autonomous AI agents handle voice and digital customer conversations end to end. Alongside them it runs real-time guidance for human agents, conversation analytics and a no-code orchestration layer for configuring both.

| Fact | Value |
| --- | --- |
| Website | https://cresta.com/ |
| Price | Pricing is custom and based on deployment scope (products, agent count, conversation volume, channels, language coverage). There is no public self-serve tier. |
| Free tier | No |

No free or self-serve tier exists; the vendor states pricing is custom and sold direct. Evaluation runs under a separate time-boxed Pilot Agreement whose fees are set per Order Form ('Fees (if any) for the Services will be invoiced and paid in accordance with the terms of the Order Form').

## What it does

**Writes code** · Partly — Conductor turns an approved agent blueprint into prompts, subagents, configs, tools and custom functions from natural language, but only for Cresta AI agents, not general application software.

> developers use natural language to turn an approved blueprint into the full agent: the prompts, subagents, configs, tools, and custom code needed to take real action across your systems
> — https://cresta.com/ai-agent-build · 'A natural-language engine for the entire agent lifecycle' section

**Debugs and fixes** · Partly — Conductor diagnoses production failures and makes the change once a human approves, but the fix lands in the Cresta agent configuration, not in your repository.

> developers use natural language to investigate the issues production surfaces, pinpoint the root cause, and produce a prioritized list of fixes
> — https://cresta.com/ai-agent-optimize · A natural-language engine for the entire agent lifecycle section

**Writes tests** · Partly — Cresta generates test cases and LLM evaluators for agent behaviour from production traffic and documentation; these are conversation tests, not software unit tests.

> Automatically generate test cases from real customer questions, requirements violations, production feedback, and more, so your coverage reflects how customers actually behave
> — https://cresta.com/ai-agent-test-and-deploy · Validate every detail, at scale section

**Ships it** · Partly — Cresta deploys the agents it builds through governed rollouts, A/B comparison against a baseline and one-click rollback; it does not ship application code to your own environments.

> Run A/B tests to compare agent versions against a baseline and only deploy changes that meet release criteria.
> — https://cresta.com/ai-agent-test-and-deploy · Ship updates with confidence section

**Done-for-you service** · Partly — You buy a subscription, yet Cresta will also build and run the agents for you: builds can be fully managed by its team, with forward-deployed engineers and Implementation Services priced separately on an Order Form.

> Whether fully managed by our team or developed in close collaboration with yours, our expertise ensures every build is enterprise-grade and future-proof.
> — https://cresta.com/ai-agent-build · 'Leverage experts who've been there, built that' section

## How much it does unattended

**Runs autonomously** · Yes — AI Agents are sold on resolving conversations end to end without a human, with containment as the headline metric; complex or high-stakes moments are handed to supervisors instead.

> Autonomous AI agents resolve conversations end to end on the channel customers actually use, voice-first, not adapted from a chat-only product.
> — https://cresta.com/compare/sierra · 'Why customers choose Cresta' section, 'Win voice and chat alike'

**Multi-agent** · Yes — Agents are built as a decentralised network of specialised subAgents, each with its own prompts, knowledge, tools and guardrails, collaborating on one conversation.

> Create a decentralized network of specialized subAgents that collaborate to handle complex conversations more reliably.
> — https://cresta.com/ai-agent-build · 'Design subAgents for every task' section

**Agent permissions** · Partly — Agents act within escalation policies, compliance boundaries and an always-on guardrail library, and supervisors can steer or take over a live call; Cresta publishes no per-action approval or confirmation model.

> Monitor live conversations and step in when it matters, guiding AI agents with instructions that shape their next response or direct messages that are relayed to the customer verbatim.
> — https://cresta.com/agent-operations-center · 'Supervise and guide AI agents in real-time' section

## Which models it runs on

**Claude** · Partly — Anthropic is named as a sub-processor supplying natural-language APIs, which is the closest Cresta comes to confirming Claude in its stack; buyers are never offered a named model to select.

> Cresta has added Anthropic as a sub-processor in the role of Natural Language API Provider.
> — https://trust.cresta.com/ · Trust Center Updates, Subprocessor Notification feed

**GPT** · Partly — OpenAI and Microsoft are named sub-processors supplying natural-language APIs; model choice per task is not published.

> OpenAI Natural Language API Service Provider Headquartered in San Francisco, California, USA
> — https://trust.cresta.com/?itemUid=e3fae2ca-94a9-416b-b577-5c90e382df57 · Legal section, Subprocessors item, sub-processor table row for OpenAI

**Model choice** · No — Cresta composes and fine-tunes the model stack itself and describes swapping in best-of-breed models as its own work; nothing on the site, docs or terms offers a model picker or bring-your-own-model path, though Opera exposes fine-tuning.

> Cresta combines 20+ large and small language models into task-specific AI systems designed to maximize performance and value across every use case.
> — https://cresta.com/platform-overview · Platform pillars grid, 'Models' card

_Not established: Open models_

## Where you use it

**In a browser** · Yes — Everything runs in the browser: a persistent Knowledge Agent panel follows agents across their tools, and supervisors work from a single web command centre.

> Delivered through a persistent, browser-based experience, it follows agents wherever they work so guidance is always within reach.
> — https://cresta.com/knowledge-agent · Opening product description, second paragraph

## Whose machine it runs on

**Self-hosted** · No — The security addendum describes a cloud-based service holding Customer Content in isolated cloud instances, and the trust centre places the platform in Cresta's own AWS and GCP data centres; no on-premise or customer-VPC option is published.

> Cresta operates as a cloud-based service, ensuring that Customer Content resides within isolated cloud instances.
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a4c05733607bb1c43d02b00_Enterprise%20Security%20Addendum.pdf · Enterprise Security Addendum, Section 9 Device Security

**Open source** · No — The subscription licenses proprietary software with no ownership transfer, and the same agreement forbids reverse engineering or deriving the source; no public repository or licence exists.

> The Services are licensed, not sold, and Customer acquires no ownership of, or other intellectual property rights in the Services.
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a500af5ace7bfbfe47fc7c7_MSSA%20(2026-07-01)%20%5BWeb%20terms%5D.pdf · Master Subscription Service Agreement, Section 9.3 Ownership of the Service

## What it costs to run

**How it meters** · Partly — Cresta names its pricing dimensions - products, agent count, conversation volume, channels and languages - but publishes no rate, no unit price and no overage figure, so cost is quoted per deployment.

> Pricing is custom and based on deployment scope (products, agent count, conversation volume, channels, language coverage).
> — https://cresta.com/llm-info · 'How Customers Buy Cresta' section

**Free tier** · No — There is no free plan and no self-serve signup: the only published entry points are a demo request or a time-boxed pilot agreed in an Order Form.

> There is no public self-serve tier.
> — https://cresta.com/llm-info · 'How Customers Buy Cresta' section

**API access** · Yes — Cresta states it provides SDKs and APIs for its conversation services, but the reference documentation is gated behind login or a demo request, so endpoints, limits and terms cannot be checked publicly.

> Cresta provides SDKs and APIs to facilitate integrating with Cresta conversation services.
> — https://developers.cresta.com/ · 'Cresta Developers' page, opening paragraph

**MCP server** · Partly — MCP is supported in the outbound direction, letting Cresta agents reach your CRM, billing and scheduling tools; nothing states that an external agent can query Cresta through an MCP server.

> Secure function calling and MCP support standardize tool access for more reliable, accurate automation.
> — https://cresta.com/ai-agent · 'Don't just talk, take action' card

_Not established: Bring your own key_

## Buying it for a team

**A company can buy it** · Yes — This is an organisation-only purchase: an enterprise signs an Order Form under the subscription agreement, or buys through Google Cloud Marketplace and CCaaS partners; no individual can sign up.

> Cresta is sold direct to enterprise via the Cresta sales team.
> — https://cresta.com/llm-info · 'How Customers Buy Cresta' section

**Seat model** · Partly — Agent count is one of the quoted pricing inputs and the vendor's stated fit starts around 50 to 100-plus care agents, which works as a practical floor, but no per-seat rate or contractual seat minimum is published.

> Customer Experience team scale: 50 to 100+ customer care agents
> — https://cresta.com/llm-info · Ideal Customer Profile section, 'Company size' list

**Admin controls** · Yes — Admins constrain agents at build time through escalation policies, compliance boundaries and a pre-built or custom guardrail library, with supervisory models enforcing policy in parallel and role-based access control for platform users.

> Define voice, persona, escalation policies, and compliance boundaries so every interaction stays consistent, brand-aligned, and enterprise-ready.
> — https://cresta.com/ai-agent-build · 'Define the north star for your AI agent' section

**Audit log** · Partly — The security addendum commits to logging all user actions with timestamps, IP addresses and usernames, and agent releases carry version history and audit trails, but Cresta does not say customers can read or export those logs themselves.

> All user actions, including successful and failed login attempts, timestamps, IP addresses, and usernames, are logged.
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a4c05733607bb1c43d02b00_Enterprise%20Security%20Addendum.pdf · Enterprise Security Addendum, Section 10.3 Data Storage and Access Controls

**Single sign-on** · Yes — Customer SSO integration is not merely available, it is one of two mandatory authentication paths alongside Cresta two-factor authentication; the protocol, SAML or OIDC, is never named publicly.

> all customers are required to either integrate their SSO solution with their Cresta instance or leverage Cresta's two-factor authentication capabilities for all user accounts
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a4c05733607bb1c43d02b00_Enterprise%20Security%20Addendum.pdf · Enterprise Security Addendum, Section 10.3 Data Storage and Access Controls

_Not established: Pooled budget_

## What happens to your code

**Opt out of training** · No — The subscription agreement licenses Customer Content to improve the Services and adds a perpetual, irrevocable right over anonymised or aggregated content, with no opt-out published; Cresta separately says protected medical and financial signals are excluded from training.

> license to use and modify the Customer Content as required for Cresta and its subcontractors and service providers to provide, support, and improve the Services
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a500af5ace7bfbfe47fc7c7_MSSA%20(2026-07-01)%20%5BWeb%20terms%5D.pdf · Master Subscription Service Agreement, Section 9.2 Customer Content License Grant

**Data residency** · Partly — Hosting is disclosed as US AWS and GCP data centres, while the agreement has customers consent to processing in North America, the EEA, UK, India and Brazil; no customer-selectable region is offered.

> Cresta's products are primarily hosted in Amazon Web Services ("AWS") and Google Cloud Platform ("GCP") data centers in the United States.
> — https://trust.cresta.com/ · Infrastructure card, 'Amazon Web Services' control detail

**Getting out** · Partly — Export exists but is tightly bounded: a ten-day self-service window after termination, after which Cresta may delete the content, and any Cresta-performed export needs a statement of work and professional-services fees. Default media retention is two years.

> For ten (10) days following termination of this Agreement, Customer will be permitted to access the Services solely to export Customer Content and Output.
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a500af5ace7bfbfe47fc7c7_MSSA%20(2026-07-01)%20%5BWeb%20terms%5D.pdf · Master Subscription Service Agreement, Section 8.4 Customer Content Export

**Certifications** · Yes — Audited to SOC 2 Type II with ISO 27001, 27701 and 42001 certifications, plus PCI DSS Level 1 service-provider status, a HIPAA business associate agreement, a GDPR data processing addendum and TISAX on the trust centre.

> Cresta maintains reports such as SOC 2 Type II and certifications such as ISO 27001:2022, ISO 27701:2019, ISO 42001:2023 and PCI-DSS (or a similar industry standard).
> — https://cdn.prod.website-files.com/67fe49bf21b9f9d5b910d3c9/6a4c05733607bb1c43d02b00_Enterprise%20Security%20Addendum.pdf · Enterprise Security Addendum, Section 2 Independent Audits and Verifications

## Provenance

Every fact above comes from the vendor. Nothing here is independently corroborated yet.

## Coverage elsewhere

Pages about this product that the vendor does not control. The label states how independent each one is.

| Source | Kind | Read |
| --- | --- | --- |
| aws.amazon.com | Independent source | 2026-07-23 |
| capterra.com | Review platform | 2026-07-21 |

## What changed

- 2026-09-13 — Capabilities · Commercial terms · Free tier · Price
- 2026-09-02 — Capabilities · Commercial terms · Free tier
- 2026-08-31 — Capabilities · Commercial terms · Free tier
- 2026-08-23 — Crunchbase link · LinkedIn link

## Correcting this record

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