Call center ai · Production

Cresta Real-Time Intelligence drives 20% revenue increase and 40% span-of-control gain at Cox

The problem

Cox's remote agents needed to meet growing KPIs and revenue targets with minimal supervision and immediate results, requiring a revamped digital experience for both customers and agents.

Workflow diagram · grounded in source
1
Customer contacts Cox chat team
trigger
“Cox's live residential sales and retention chat teams strive to provide excellent service to customers looking to discover new offerings or move residences, as well as brand-new customers who are just getting started with their services”
2
Agent Assist guides agents in real time
ai_action
“With Agent Assist, agents are guided through processes by hints, call flows, suggested responses, smart compose, and much more – all in real time”
3
Coach tracks all conversations
ai_action
“managers began using Cresta Coach, powered by Real-Time Intelligence, to track and analyze 100% of agent-customer conversations”
4
Manager reviews and creates coaching plans
human_review
“Managers can review team performance, adherence to key behaviors and specific moments in a conversation to create coaching plans that drive sales conversions and retention KPIs”
5
Insights explores conversational data
ai_action
“Cox leaders used Cresta Insights to explore conversational data using simple queries such as "Why are customers calling in?" Cox discovered that customers were calling in for promotions rather than the company's initial hypothesis of com…”
6
Platform learns and improves
feedback_loop
“Cresta's Real-Time Intelligence platform improves over time as it learns more about Cox's business”
Reported outcome

Cox achieved a 20% increase in revenue and a 40% increase in span of control, with improved conversation flows driving 20-30% higher revenue per chat for Residential Sales and 10-20% for Retention, and new hire ramp time reduced by 2 weeks.

Reported metrics
Revenue increase20%
Span of control increase40%
revenue per chat — Residential Sales20-30%
revenue per chat — Retention10-20%
Show all 9 reported metrics
revenue increase20%
span of control increase40%
revenue per chat — Residential Sales20-30%
revenue per chat — Retention10-20%
revenue per chat — highly engaged agents (Residential Sales)10-15%
net revenue — highly engaged agents (Retention)4-6%
new hire ramp time reduction2 weeks
agent-to-manager ratio10 to 14 agents per manager
new hire revenue attainment100%-200%+
Reported stack
Cresta CoachCresta Insights
Source
https://cresta.ai/customers/cox
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Cox achieved a 20% increase in revenue and a 40% increase in span of control, with improved conversation flows driving 20-30% higher revenue per chat for Residential Sales and 10-20% for Retention, and new hire ramp t…

What tools did this team use?

Cresta Coach, Cresta Insights.

What results were reported?

Revenue increase: 20%; Span of control increase: 40%; revenue per chat — Residential Sales: 20-30%; revenue per chat — Retention: 10-20% (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Customer contacts Cox chat team → Agent Assist guides agents in real time → Coach tracks all conversations → Manager reviews and creates coaching plans → Insights explores conversational data → Platform learns and improves.

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