Cresta vs Decagon Comparison
Compare Cresta vs Decagon features, pricing, and more.
Last updated: November 2026
Cresta
6.8/10
Cresta is an enterprise contact center AI platform that provides autonomous AI agents, real-time agent assist, conversation intelligence and automated quality management.
Decagon
6.9/10
Decagon is an enterprise platform for AI customer service agents that resolve support conversations over chat, email and voice.
Feature-by-Feature Comparison
| Feature | | |
|---|---|---|
| Scores | ||
| Overall Rating | 6.8/10 | 6.9/10 |
| Integration | 7/10 | 7/10 |
| Analytics | 9/10 | 8/10 |
| Customization | 8/10 | 8/10 |
| Ease of Use | 6/10 | 6/10 |
| Support | 6/10 | 8/10 |
| Cost | 3/10 | 3/10 |
| Scalability | 9/10 | 9/10 |
| Security | 9/10 | 8/10 |
| Output Quality | 7/10 | 8/10 |
| Pricing | ||
| Free plan | No | No |
| Cheapest paid plan | Contact for pricing | Contact for pricing |
| Estimated cost for 10 users | Contact for pricing | Contact for pricing |
| Features | ||
| AI Agents | ||
| Chatbots | ||
| Custom Model Training | ||
| Knowledge Base Search | ||
| Text Generation | ||
| Voice and Audio | ||
| Workflow Automation | ||
| Data Analysis | Not listed | |
| Transcription | Not listed | |
Which One Should You Choose?
Why choose Cresta
- Higher Analytics score (9/10 vs 8/10)
- Higher Security score (9/10 vs 8/10)
Why choose Decagon
- Higher Support score (8/10 vs 6/10)
- Higher Output Quality score (8/10 vs 7/10)
- Better fit for mid-market (6/10 vs 4/10)
- Better fit for startups (3/10 vs 1/10)
Pros & Cons
Cresta
Pros
- Gives agents real-time guidance and knowledge answers during live calls and chats, which G2 reviewers single out as a strength.
- Scores and analyses every conversation automatically instead of a manual sample.
- Models are trained on the customer's own conversation data, so guidance reflects the company's own top performers.
- Unusually broad compliance coverage, including SOC 2 Type II, ISO 27001, ISO 27701, PCI-DSS, HIPAA and ISO/IEC 42001.
Cons
- No public pricing, free tier or self-serve trial; buying requires a sales cycle and usually a paid pilot.
- Model training and tuning can take months before the value shows.
- A few G2 reviewers report inaccurate AI suggestions or poor understanding of conversations.
- Generally economical only for contact centers with about 100 or more agents.
Decagon
Pros
- Chat, email and voice agents run on one shared intelligence layer, so behaviour stays consistent across channels.
- Agent workflows are written as natural-language AOPs, so support operations staff can define multi-step actions such as refunds.
- Built-in A/B experiments, simulation testing and Watchtower QA support ongoing tuning at scale.
- Large reference customers report results, for example 70% chat and voice resolution at Chime and an 80% deflection rate at Duolingo.
- Reviewers on G2 rate it highly, with an average around 4.9 out of 5, and praise how quickly support responds.
Cons
- There is no public pricing, so every quote needs a sales call.
- Under per-conversation billing you pay even when the AI fails to resolve an issue.
- Reviewers report an average implementation time of about two months.
- Third parties describe helpdesk integrations as API-based rather than marketplace apps, and some reviewers mention missing features.
- It is not suited to startups or small businesses.
Not sold on either?
Frequently Asked Questions
Decagon scores higher on our AI Software criteria: 6.9/10 against 6.8/10 for Cresta. The largest gap is in Support: 6/10 for Cresta and 8/10 for Decagon.
No, neither Cresta nor Decagon lists a free plan.
Decagon is the better fit for mid-market: we rate it 6/10 for them, against 4/10 for Cresta.
