Brinks announces partnership success with Cresta

DALLAS – Brinks Home has announced some early success in its partnership with Cresta, the end-to-end generative AI platform for contact centers.

Through integrating Cresta tools across its various contact center solutions, Brinks Home is seeing reduced calls driven by reductions in transfers, 92% first-call resolution (FCR), improved Net Promoter Score (NPS), and early improvements in lead-to-sale conversions.

Cresta provides Brinks Home with proactive knowledge about why customers are calling, and which behaviors have the biggest impact. As a result, Brinks Home has increased its NPS by 30 points and radically
improved FCR, having gone from transferring 30% of its calls to a best-in-class 8%.

"Embracing Cresta was a strategic decision to revolutionize both customer engagement and agent efficiency,” said Philip Kolterman, senior VP of digital transformation and IT at Brinks Home. “We’ve seen firsthand how Cresta can serve our digital transformation, paving the way for enhanced experiences and unparalleled growth. In addition to gaining transformative insights into customer behavior, we are also able to ensure consistency across our organization and with our agents through real-time coaching, reinforcement of processes, metrics, and more.”

Leveraging AI-driven Cresta coaching plans and auto-generated Q&A responses, Brinks Home has achieved a 50% reduction in costs, saving weekly managerial hours and replenishing critical time for them to focus on strategic initiatives.

“Companies adopting cloud technologies have reaped the benefits of recent advancements in generative AI and large language models (LLMs), but we recognize that fully transitioning to the cloud can be intricate and time-consuming, particularly for larger, more established organizations,” said Tim Shi, CTO and co-founder of Cresta. “We are thrilled to be a part of the digital transformation at Brinks Home.”

For more information about Brinks Home, visit brinkshome.com.