Forrester Wave Leader 2026 — enterprise voice and chat agent platform (now NiCE Cognigy).
Tool useVoiceMemoryRAG
Cresta vs Decagonwhich AI support agent should you pick in 2026?
Conversational AI agent assist for contact centers — coaches reps and automates after-call work in real time.
VoiceTool useMemoryRAG
Cresta vs Decagon — specs
| Spec | Cresta | Decagon |
|---|---|---|
| Agent Rank | 80 / 100 (A) | 73 / 100 (A) |
| Autonomy | Semi-autonomous | Autonomous |
| Pricing | Subscription · Free tier | Subscription · Free tier |
| Open source | No | No |
| Capabilities | Voice, Tool use, Memory, RAG | Tool use, Memory, RAG |
| Integrations | 4 apps | 3 apps |
| Verified | Verified | Verified |
| Released | Mar 2025 | Apr 2025 |
Agent Rank breakdown
Cresta
Agent Rank
80/ 100
- Autonomy
- 8
- Capabilities
- 8
- Integrations
- 8
- Pricing
- 9
- Polish
- 5
- Verifiability
- 10
Auto-computed from autonomy, capabilities, integrations, pricing, maturity and editorial verification. Updated every deploy. How is this computed?
Decagon
Agent Rank
73/ 100
- Autonomy
- 9
- Capabilities
- 6
- Integrations
- 4
- Pricing
- 9
- Polish
- 6
- Verifiability
- 10
Auto-computed from autonomy, capabilities, integrations, pricing, maturity and editorial verification. Updated every deploy. How is this computed?
Pros & cons
Cresta
Pros
- +Best-in-class real-time coaching — recommendations during the call
- +Auto-summarizes calls + drafts after-call work, saving reps 5+ min per call
- +Strong deployments at Fortune 500 contact centers
Cons
- −Enterprise-only — minimum seat counts in the hundreds
- −Implementation requires conversation-data training (4–8 weeks)
- −Augments humans rather than replacing them — different positioning than fully autonomous tier
Decagon
Pros
- +Chat-first agent with consistently 65–75% tier-1 deflection in production
- +Deep integration with existing helpdesks (Zendesk / Intercom / Salesforce)
- +Mid-market priced — easier conversation than Sierra
Cons
- −Voice support exists but is not the strength
- −Sales-led — no self-serve sign-up
- −Per-resolution pricing can sting if tickets spike unexpectedly
Pricing
Cresta
Enterprise
Custom
Contact centers 200+ reps
- +Real-time agent assist
- +Conversation intelligence
- +After-call work automation
Decagon
Growth
Custom
Mid-market
- +Per-resolution pricing
- +Zendesk / Intercom integration
- +Onboarding included
Recommended
Enterprise
Custom
Enterprise
- +Custom integrations
- +SSO + audit log
- +Dedicated CSM
Which one should you pick?
Decagon
Pick Decagon if you want the highest autonomy and the verification loop is in place.
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Frequently asked
Should I pick Cresta or Decagon in 2026?+
Pick Cresta if its specific capabilities (Voice, Tool use) match what you need. Pick Decagon if you want the highest autonomy and the verification loop is in place. Most working teams running both can use Cresta for primary work and Decagon for the workflows where its specific strengths matter.
What's the price difference between Cresta and Decagon?+
Both Cresta and Decagon start in the same pricing range (Subscription · Free tier vs Subscription · Free tier). Total cost of ownership depends on your team size and volume — see the TCO calculator for your specific math.
Which is more autonomous, Cresta or Decagon?+
Decagon is the more autonomous of the two (Autonomous vs Semi-autonomous). Higher autonomy ships throughput faster but requires verification loops in place — see our autonomous-vs-copilot framing for when each tier wins.
Readers comparing Cresta and Decagon also picked
Adjacent agents in the same category with overlapping capabilities — worth a side-by-side glance before you commit.
Enterprise voice assistants for call centers — natural conversations that resolve customer calls.
VoiceTool useMemoryRAGDemo · hover to playAI customer service agent — resolves tickets across chat, email, voice with measurable deflection rates.
RAGTool useMemoryVoiceDemo · hover to play
See more alternatives: alternatives to Cresta · alternatives to Decagon
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