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. That verdict is the Agentic Index coverage score, graded from each vendor's own published materials.
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.
This comparison is published by Agentic Index, an independent agentic AI vendor research platform. Cresta and Decagon are each graded against the same 14 capability Agentic Index taxonomy, from the vendor's own public materials under the Agentic Index verification standard, alongside 969 researched vendors. No vendor pays for placement and no vendor has reviewed this page. How this evidence is graded
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.
| At a glance | Cresta | Decagon |
|---|---|---|
| Category | Customer support agent | Customer support agent |
| Entry price | Contact for pricing | Contact sales |
| Free / trial | — | n/p |
| Pricing confidence | contact only | contact only |
| Feature | C Cresta |
D Decagon |
|---|---|---|
| Action & orchestration | ||
|
Integrations & Tool Calling Ability to connect agents to real systems through native integrations, OAuth-authenticated actions, custom tools, APIs, webhooks, or MCP-compatible tools. |
Full / Explicit | Full / Explicit |
|
Workflow Orchestration Ability to sequence, branch, retry, route, and combine deterministic workflow nodes with autonomous agent steps. |
Full / Explicit | Full / Explicit |
|
Triggers & Channel Coverage How agents wake up and where they work: schedules, webhooks, message events, CRM events, inbox events, chat, email, voice, and collaboration tools. |
Full / Explicit | Full / Explicit |
| Knowledge & context | ||
|
Knowledge Grounding & RAG Ability to ground agent behavior in company data through document ingestion, retrieval, external knowledge APIs, semantic search, or RAG layers. |
Full / Explicit | Full / Explicit |
|
Memory & State Persistence Ability to persist context across a run, conversation, workflow, user, team, or longer-term memory layer. |
Full / Explicit | Full / Explicit |
| Control & trust | ||
|
Human Oversight & Guardrails Approval steps, consent checkpoints, escalation rules, structured guardrails, policy constraints, and pause/resume controls. |
Full / Explicit | Partial |
|
Security, Identity & Governance RBAC, SSO, auditability, encryption, least-privilege tool access, compliance posture, and data handling policy. |
Full / Explicit | Full / Explicit |
|
Observability & Auditability Traces, logs, execution histories, metrics, audit events, and debugging detail for production agent behavior. |
Full / Explicit | Full / Explicit |
|
Deployment & Data Residency Deployment modes and options, including SaaS, dedicated cloud, VPC, on-prem, hybrid, local runtime, and self-hosting. |
No / Not documented | Partial |
| Solution readiness | ||
|
Prebuilt Agents, Templates & Packs Ready-made workflows, packaged employees, templates, blueprints, industry solutions, and role-specific agents that reduce time-to-value. |
Full / Explicit | No / Not documented |
| Platform extensibility | ||
|
Model Flexibility & Routing Ability to work across multiple foundation models, route tasks to different models, or let buyers bring their own providers and keys. |
Partial | Partial |
|
APIs, SDKs & MCP Extensibility Composability layer: stable APIs, SDKs, MCP tool consumption/serving, custom tools, and integration into internal systems. |
Partial | Partial |
|
Testing, Debugging & Optimization Testing, debugging, scoring, retries, fallbacks, quality gates, and optimization loops for improving agent workflows before and after deployment. |
Full / Explicit | Full / Explicit |
| Specialist automation | ||
|
Browser & Computer Use Browser, desktop, or remote/local computer control for workflows that cannot be handled through stable APIs alone. |
No / Not documented | No / Not documented |
Pricing snapshot
Sourced from the Index pricing dataset · open each vendor's profile for full detail.
| Pricing | C Cresta |
D Decagon |
|---|---|---|
|
Entry price Lowest public entry point |
Contact for pricing | Contact sales |
|
Pricing confidence How public the numbers are |
Contact only | Contact only |
|
Billing Primary billing axis |
— | hybrid |
|
Variable cost Workload / overage exposure |
Medium variable cost | High variable cost |
|
Free tier / trial Try before you buy |
No free tier
|
No free tier
|
|
Buying motion Self-serve vs sales call |
— | Sales call |
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