Aspect, a leader in workforce engagement management, has announced a strategic partnership with Cresta, the contact center AI platform. This collaboration integrates Aspect's workforce optimization capabilities with Cresta's AI-driven performance insights to create a connected system that transforms how contact centers plan, manage, and improve their operations. The partnership establishes a continuous performance cycle where workforce planning is informed by actual outcomes and coaching is grounded in real conversation data.
Aspect partners with Cresta to integrate workforce planning with AI
Combines workforce optimization with AI-driven performance insights
Creates continuous performance cycle for contact centers
Enables data-driven forecasting and targeted coaching
Improves agent retention through fairness and transparency
Provides scalable foundation for AI-powered operations
The integration bridges Aspect's workforce management capabilities with Cresta's conversation intelligence to deliver a comprehensive solution for modern contact centers. Aspect Workforce enables teams to plan with confidence through forecasting, scheduling, and staffing management, while Cresta's AI platform provides real-time coaching and quality insights. This combination creates a positive feedback loop where workforce planning is continuously refined based on actual performance data from 100% of customer conversations.
Leadership from both companies emphasized the transformative potential of this partnership. "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."
"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."
The partnership delivers measurable benefits for customer experience leaders, including improved forecast accuracy and scheduling confidence through AI-driven insights. It enables more targeted coaching and quality management while promoting higher agent retention through performance fairness and transparency. The integrated solution also supports data-driven shift bidding and performance-based incentives, creating a more connected and scalable foundation for AI-powered contact center operations that adapts to both human and AI agents.
Aspect is a proven leader in Workforce Management, helping the world's most complex organizations unlock the full potential of their workforce. Backed by over 50 years of innovation, Aspect delivers enterprise-grade solutions that combine forecasting, scheduling, performance management, and employee engagement into one intelligent platform. Powered by Aspect Intelligence, the platform transforms disconnected workforce data into predictive, actionable insights—enabling faster decisions, stronger teams, and better business outcomes. Trusted by global leaders in financial services, telecommunications, airlines, retail, and more, Aspect helps enterprises adapt in real time, control costs, and deliver exceptional service at scale.
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.
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