# Cresta: how AI models rank it, October 2026

GTM AI Recommendation Index, October 2026 Edition. Named in 14 judge labels across 4 categories by 7 of 14 models. Page: https://gtm-ai-index.com/vendors/cresta/

## Standing by category

| Category | Share | Rank | Negative rate | Labels |
|---|---|---|---|---|
| Conversational intelligence and call recording | 0% | 20 | 12% | 8 |
| AI voice agents | 0% | 101 | 100% | 3 |
| Contact center quality assurance | 0% | 32 | 0% | 2 |
| Contact center platforms | 0% | 47 | 0% | 1 |

## What the models said for it

- "If your priority is contact-center performance and supervision, Cresta, CloudTalk, and CallMiner are more relevant." (Perplexity Sonar, Conversation intel)
- "Cresta - Strong for contact centers with custom-trained models" (Kimi K2, Conversation intel)
- "check out Observe.AI, Cresta, or Kaizo" (Gemini 3.5 Flash, Contact center QA)
- "An agent-assist and real-time QA overlay." (Gemini 3.5 Flash, Contact center QA)

## And against it

- "Recently hit with a federal class-action lawsuit (filed June 2025 in California) alleging violations of state privacy laws (e.g., CIPA)" (Grok 4.1 Fast, Conversation intel)
- "Skip enterprise-focused platforms like PolyAI, Cognigy, or Cresta" (Kimi K2, AI voice agents)
- "Cresta: AI coaching layered with agents, expensive at scale, augmenting human agents, not replacing." (Muse Glimmer 30B, AI voice agents)
- "cautious if you need a lightweight tool or don't have enough call volume" (Perplexity Sonar, AI voice agents)

## Movement since September 2026

Floor: 11 points of share, measured on the calibration repeat. A larger change is movement; a smaller one is noise.

- Conversational intelligence and call recording: 0% to 0%, ±0. Inside the floor by 11 points · rank 21 → 20 of 91.
- AI voice agents: 0% to 0%, ±0. New · not ranked in September 2026 · rank 101 of 103.
- Contact center quality assurance: 0% to 0%, ±0. New · not ranked in September 2026 · rank 32 of 81.
- Contact center platforms: 0% to 0%, ±0. New · not ranked in September 2026 · rank 47 of 86.

## In its own words

What Cresta's own pages state, read 2026-10-05. Stated by the vendor, not checked by the index.

- Positioning: The generative AI platform for the customer experience (https://cresta.com/)
- For: customer experience (https://cresta.com/)
- Certifications: CCPA, CPRA, GDPR, HIPAA, ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 42001:2023, PCI DSS
- Customers named: United Airlines, Aqua Finance, Achieve, Alaska Airlines, Propel Holdings, Cox Communications, Brinks Home, Windstar Cruises

## What it publishes

Every page cresta.com exposes, read 2026-09-29: 1755 addresses. By kind, pages and the last 90 days:

- blog: 317 pages, 0 in the last 90 days, latest undated
- case study: 22 pages, 0 in the last 90 days, latest undated
- webinar or virtual event: 32 pages, 0 in the last 90 days, latest undated
- conference or event: 20 pages, 0 in the last 90 days, latest undated
- report or ebook: 163 pages, 17 in the last 90 days, latest 2026-09-22
- comparison: 9 pages, 0 in the last 90 days, latest undated
- glossary or explainer: 7 pages, 0 in the last 90 days, latest 2026-06-12
- podcast or video: 61 pages, 0 in the last 90 days, latest undated
- news or press: 146 pages, 0 in the last 90 days, latest undated
- Recent: 2026-09-22 report or ebook: Genesys alternatives https://cresta.com/guides/genesys-alternatives
- Recent: 2026-09-21 report or ebook: Zendesk vs verint https://cresta.com/guides/zendesk-vs-verint
- Recent: 2026-08-17 report or ebook: What is an ai call center https://cresta.com/guides/what-is-an-ai-call-center
- Recent: 2026-08-14 report or ebook: How to optimize the sales process and drive cost savings for your contact center https://cresta.com/guides/how-to-optimize-the-sales-process-and-drive-cost-savings-for-your-contact-center
- Recent: 2026-08-12 report or ebook: Top happyrobot alternatives in 2026 7 voice ai platforms compared https://cresta.com/guides/top-happyrobot-alternatives-in-2026-7-voice-ai-platforms-compared
- Recent: 2026-08-11 report or ebook: How to implement ai in contact centers a step by step guide https://cresta.com/guides/how-to-implement-ai-in-contact-centers-a-step-by-step-guide

## Record

- Method: https://gtm-ai-index.com/methodology/
- Raw judge labels and full responses: https://gtm-ai-index.com/data/
- License: CC BY 4.0. Cite as GTM AI Recommendation Index, October 2026 Edition, gtm-ai-index.com.