Agentic Index
Cresta vs Decagon (2026)
Both serve large contact centres and they differ on whether humans stay in the picture, at 11 and 10 of 14.
Cresta unifies autonomous agents, real time human agent assist and conversation intelligence on one system for large contact centres. Decagon is purpose built for support automation with deep toolchain integration. If your contact centre is staying staffed and you want the agents and the humans improving together, Cresta is built for that; if you are automating toward fewer conversations reaching a person, Decagon is the more direct route.
Choose Cresta if
- Documented coverage is broader and your contact centre will remain staffed.
- Real time agent assist improves the humans you keep, which automation alone does not.
- Conversation intelligence across both human and AI conversations is the visibility you want.
Choose Decagon if
- Autonomous resolution is the goal and human assist is not what you are buying.
- Deep integration into your support toolchain is the practical constraint.
- A purpose built support product is simpler to deploy than a contact centre platform.
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