Cresta has introduced the Agent Operations Center, a unified command hub designed to provide supervisors with complete real-time visibility and intervention capabilities across all contact center conversations, whether handled by human agents or AI agents. The new platform enables enterprises to scale AI automation while maintaining accuracy, compliance, and brand consistency.
The Agent Operations Center addresses a critical need as AI agents take on increasing volumes of customer interactions. Supervisors gain a centralized view of all conversations, allowing them to identify and address high-risk or sensitive scenarios such as payment disputes, emotionally charged exchanges, or compliance-related matters in real time.
“As AI agents handle more and more customer interactions, businesses need visibility and control in order to scale automation while still ensuring a world-class customer experience,” said Cresta CEO Ping Wu. “The Agent Operations Center unlocks deeper automation opportunities for the enterprise, and puts greater control in their hands, so they can take advantage of AI-driven efficiencies, all with human experts at the wheel.”
The platform introduces three powerful features that strengthen collaboration between human experts and AI agents:
Supervision capabilities alert supervisors to conversations requiring attention and enable monitoring of multiple live interactions simultaneously. Supervisors can observe sentiment, context, and behavior patterns, stepping in only when necessary.
Guidance fonctionnality allows both human and AI agents to request immediate support. Supervisors can provide direction through the AI agent or communicate directly with the customer without breaking the flow of the conversation.
Forced Handoff delivers seamless transfers from AI to human specialists, ensuring customers never repeat information and experience no disruption in service.
By creating the AI Supervisor role, Cresta enables human experts to remain in control while AI handles routine interactions. This human-in-the-loop approach accelerates automation adoption without sacrificing quality or compliance.
“We're super excited about the Agent Operations Center,” said Philip Kolterman, CIO of Brinks Home. “We think human-in-the-loop is the future of the contact center. I think we'll look back and say this is where we first talked about that.”
Wu added, “Agent Operations Center redefines the way humans and AI work together in the customer experience center. With a central hub for experts to oversee both human and AI agents, businesses can deliver consistent, high-quality customer experiences with confidence.”
Enterprises now have the tools to confidently scale AI-driven contact centers while keeping experienced humans at the center of critical decisions and customer relationships.
About Cresta
Cresta unlocks the true potential of the contact center, turning every customer conversation into a competitive advantage. Combining the best of AI and human intelligence, Cresta improves the customer experience and powers revenue and efficiency gains across every channel. The platform transforms contact centers with AI agents, AI-augmented human agent assistance, and comprehensive insights, coaching, and quality management. Companies like Alaska Airlines, Cox Communications, and Intuit use Cresta to power world-class customer experiences every day.
TechIntelPro empowers B2B technology decision-makers with the latest industry trends, deep insights, leadership perspectives and actionable intelligence to drive both organizational and professional milestones—and thrive on the tech pulse.