Agentic Index
Cresta vs Sierra (2026)
Both serve enterprise customer experience at scale and they bet differently on the human, at 11 and 12 of 14.
Sierra is an enterprise conversational agent platform priced on outcomes per resolution. Cresta unifies autonomous agents, real time human assist and conversation intelligence on one system for large contact centres. Sierra optimizes for conversations that never reach a person; Cresta optimizes for the whole floor including the people on it, which is the more realistic model for most large centres today.
Choose Cresta if
- Your contact centre stays staffed and the agents and humans should improve together.
- Real time assist during live calls is a capability outcome priced automation does not provide.
- Conversation intelligence across the entire floor is the analytics you need.
Choose Sierra if
- Documented coverage is slightly broader and autonomous resolution is the goal.
- Outcome pricing per resolution aligns the vendor's incentive with deflection.
- You want the vendor accountable for results rather than for tooling.
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