call_center_ai · security · workflow
Cresta reduces QM costs by 50% and lifts NPS 30 points at Brinks Home
Brinks Home had limited visibility across multiple contact center locations and BPO solutions running on various platforms, resulting in inconsistent customer interactions where different agents gave different answers. The complexity of managing multiple technologies made digital transformation difficult without a costly overhaul of their existing tech stack.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contact via voice or chat
Customers contact Brinks Home agents through voice or chat channels.
Tools used
CrestaCresta Quality ManagementCresta InsightsCresta Agent Assist
Outcome
After deploying Cresta, Brinks Home achieved a 30-point NPS increase, 50% reduction in QM costs, and improved first-call resolution from 30% transferred calls to 8%, a 73% improvement, while managers saved hours per week through automated QM and coaching.
Results
Time savedmanagers save hours per week
Volume30pt
Cost replaced50%
Grounding & classification
Source type: vendor customer story
35 fields verified against source quotes.
agent assistpredictive analyticsquality inspectioncall recordingfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedpublic safety defensecost reductioncustomer satisfactioncycle time reductionemployee productivityresolution time reductionvendor customer storycall center aicustomer supportquality assurancehuman review queuevoice call handling