call_center_ai · security · workflow
Vivint increases closed won rate 7% and saves $150 per truck roll with Cresta AI coaching
Vivint's inbound sales team faced high post-sale cancellation rates and costly unnecessary truck rolls, while their previous tool provided visibility into fewer than 1% of calls and created a four-day lag before coaching corrections could reach agents.
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 · Inbound sales call received
Vivint's national inbound sales team handles roughly 60,000 calls every week.
Tools used
CrestaCresta Agent AssistCresta OperaCresta CoachCresta Insights
Outcome
Cresta gave Vivint 100% conversation visibility, lifted the closed won rate by nearly 7%, raised install rates by 3% adding 5,400 new subscribers, saved $150 per truck roll, and freed managers at least 5 hours per week from manual QA tasks.
What failed first
Vivint's previous tool limited visibility to fewer than 1% of calls per day and introduced a four-day lag before coaching corrections could be made; building new rules in that tool took a month and a half.
Results
Time savedat least 5 hours per week
Volumenearly 7%
Cost replaced$150
Grounding & classification
Source type: vendor customer story
38 fields verified against source quotes.
agent assistpredictive analyticsquality inspectioncall recordingfailure mode describedhuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedsoftwareconversion increasecost reductionemployee productivitythroughput increasetime savedvendor customer storycall center aiquality assurancesales opshuman review queuemonitor detect alertvoice call handling