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Cresta Launches Agent Operations Center to Manage the Human-AI Hybrid Workforce for the Customer Experience

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INTU Mentioned as a company that uses Cresta's platform to power customer experiences, indicating a positive relationship with the technology but no direct sentiment about Intuit itself.

Businesses can now oversee and guide every customer interaction in real time, creating a new role in the customer experience center: the AI Supervisor.

SUNNYVALE, Calif., Dec. 9, 2025 /PRNewswire/ -- Cresta, the leading customer experience AI platform for human and AI agents, launched the Agent Operations Center, a first-of-its-kind unified command hub for all conversations in the contact center – both human and AI-led. The Agent Operations Center empowers supervisors with real-time visibility and instant intervention tools, so enterprises can deliver service that's accurate, compliant, and consistently on brand.

"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 Agent Operations Center creates a new role for AI Supervisors, human experts who can guide or jump into AI Agent conversations when needed, resolving issues quickly and improving customer satisfaction.

"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."

The Agent Operations Center includes the following capabilities:

By seamlessly enabling collaboration across conversations, the Agent Operations Center builds a symbiotic relationship between humans and AI in one cohesive workforce.

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."

Learn more about Agent Operations Center.

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. Learn more at Cresta.com.

SOURCE Cresta