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How Brinks Home uses Cresta

50%

“The team has also been able to cut QM costs by 50%.”

As published on cresta.com. Captured by usedby on Oct 7, 2026.

What happened

Brinks Home uses Cresta as an intelligence layer across its in-house and outsourced contact centers, including legacy on-premise systems. It supports real-time agent coaching, automated quality management, and call insights to standardize the customer and agent experience.

Summary written by usedby from the source page, in English. The figures are those of Cresta and Brinks Home, not ours.

  • 30pt“30pt Increase in NPS”
  • 73%“73% reduction in transfer rate”
  • 8%“8% reduction in AHT”

With AI-driven coaching plans and the ability to implement auto QM, managers save hours per week, giving them critical time back to focus on more strategic initiatives. The team has also been able to cut QM costs by 50%.

From the page. cresta.com, captured Oct 7, 2026

It’s super difficult just having line of sight in what your agents are doing day in and day out. Cresta has opened that up. It’s night and day from where we were before.

Veronica Moturi, SVP Customer Experience, Brinks Home. Source, captured Oct 7, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 7, 2026.

  • The figure: 50%CheckedPrinted word for word on the page, near the name of Brinks Home.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Brinks Home.
  • Brinks Home uses CrestaCheckedConfirmed line. Latest check across sources: Oct 7, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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