Aspect & Cresta Join Forces to Enhance Workforce Planning with AI

Aspect, a global leader in workforce engagement management, has announced a strategic partnership with Cresta, a top contact center AI platform that supports both human and AI agents. This collaboration combines Aspect’s workforce optimization technology with Cresta’s AI-driven performance insights, creating a smarter, more connected system that redefines how contact centers plan, manage, and elevate their operations.

A New Era of Intelligent Workforce Optimization

The Aspect Workforce™ platform empowers contact center teams to plan with precision from forecasting and scheduling to managing staffing and adherence. With Aspect’s workforce intelligence, organizations can now turn raw data into actionable insights, helping them navigate the evolving landscape of AI-driven customer engagement.

Through the new integration with Cresta, Aspect customers will gain deeper insights across coaching, quality, and conversation analytics. This seamless connection creates a continuous performance cycle where every forecast and schedule is informed by real outcomes, and every coaching session is fueled by data-driven intelligence.

“Aspect and Cresta share a common vision: empowering leaders with tools that guide, not just measure,” said Elizabeth Del Ferro, Chief Growth Officer at Aspect. “By connecting workforce planning with AI coaching and quality insights, we’re helping customer experience teams forecast smarter and improve faster all while elevating the agent experience.”

Driving AI-Enhanced Contact Center Excellence

This partnership is designed to streamline workflows, enhance fairness and transparency, and uncover new opportunities for smarter workforce planning and continuous improvement. For CX leaders, the collaboration delivers measurable impact, including:

• More accurate forecasts and confident scheduling decisions

• AI-powered quality management and personalized coaching

• Improved agent retention through fair and transparent performance tracking

• Data-informed shift bidding and incentive programs

• A connected, scalable foundation for AI-driven operations

“AI-powered insights turn piecemeal coaching and quality management programs into a scalable and transformative growth driver,” said Alex Cramer, Chief Revenue Officer at Cresta. “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.”

Creating a Unified Workforce of Human and AI Agents

As contact centers continue blending human and AI-driven agents, this partnership bridges the gap between workforce management, quality management, and coaching. The combined solution fosters a positive feedback loop, where insights from every customer interaction drive smarter decisions, stronger coaching outcomes, and superior customer experiences.

Empowering Aspect Customers with Actionable Intelligence

For Aspect’s customers, this integration delivers unprecedented visibility into workforce performance and engagement. The enhanced capabilities enable businesses to:

• Maximize employee productivity by connecting adherence and coaching data

• Boost performance outcomes by integrating QA metrics into shift planning

• Transform insights into action using call driver trends to model “what-if” staffing scenarios

Together, Aspect and Cresta are helping organizations build a future-ready contact center ecosystem, where AI and human intelligence work in harmony to improve performance, engagement, and customer satisfaction.

To join our expert panel discussions, reach out to sudipto@intentamplify.com

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