Aspect, a leading provider of workforce engagement management solutions, has announced a strategic partnership with Cresta, a top contact center AI platform for both human and AI agents. This collaboration combines advanced workforce optimization with AI-driven performance insights, creating a smarter, more connected system designed to transform how contact centers plan, manage, and enhance their operations.

“By connecting workforce planning with AI coaching and quality insights, Aspect and Cresta are helping customer experience teams forecast smarter and improve faster all while elevating the agent experience,” said Elizabeth Del Ferro, Chief Growth Officer at Aspect.

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Optimizing Workforce Performance with AI Insights

Aspect Workforce empowers organizations to plan confidently, covering everything from forecasting and scheduling to staffing management and adherence. Beyond these capabilities, Aspect’s workforce intelligence transforms raw workforce data into actionable insights, enabling businesses to navigate the evolving AI landscape effectively. By integrating with Cresta, customers can extend these insights into coaching, quality management, and conversation analytics. This integration creates a continuous performance loop, where every forecast and schedule is informed by real outcomes, and every coaching interaction is grounded in data-driven insights.

“Aspect and Cresta share a common vision: empowering leaders with tools that guide, not just measure,” Del Ferro added.

Driving Smarter Decisions and Better Outcomes

The partnership aims to streamline workflows, improve fairness and transparency, and identify opportunities for smarter workforce planning. Key benefits for CX leaders include:

  • Enhanced forecast accuracy and scheduling confidence
  • AI-powered quality management and coaching
  • Increased agent retention through transparency and performance fairness
  • Data-driven shift bidding and performance-based incentives
  • A scalable foundation for AI-enabled operations

Alex Cramer, Chief Revenue Officer at Cresta, emphasized, “AI-powered insights turn piecemeal coaching and quality management programs into a scalable and transformative growth driver. By integrating Cresta’s Conversation Intelligence solution with Aspect’s leading Workforce Management offerings, we’re empowering businesses to make better-informed workforce decisions based on actionable insights from 100% of agent conversations.”

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As contact centers increasingly integrate both human and AI agents, combining workforce management with quality and coaching solutions ensures continuous improvement. The unified system creates a positive feedback loop, leveraging insights across all channels to enhance the customer experience.

Benefits for Aspect Customers

Through this partnership, Aspect customers gain access to actionable workforce data combined with AI insights, unlocking the ability to:

  • Optimize every moment of employee time by linking schedule adherence with coaching
  • Drive measurable performance improvements by feeding QA scores into shift planning
  • Transform insights into actionable staffing strategies using call drivers and behavioral trends

Together, Aspect and Cresta are empowering leaders to make smarter, data-driven decisions while enhancing agent performance and customer experience.

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