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Agent · Contact Center

Make Cresta act across your systems

Cresta is great at guiding and automating contact-center conversations in real time. Cresta improves the conversation, but acting on its outcome across CRM and service systems needs a governed execution path. Upware is the harness that closes that gap.

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Governed by policy & RBAC Full audit trail Outbound-only on-prem bridge No rip-and-replace
The wall

Cresta can decide. It can't safely do.

Cresta reads the conversation in real time and knows exactly what should happen next — update the CRM, trigger a case, adjust a loyalty offer. But knowing what to do and safely doing it across the systems that matter are two different problems. Bolting direct API calls onto an AI model trades one limitation for several: brittle point-to-point glue that breaks on schema changes, writes that can't be attributed to a policy or a person, no RBAC, and no audit trail when something goes wrong.

Brittle integration glue
Every system gets its own hand-built connector that breaks on the next change.
No governance
API keys and service accounts hand the agent more power than policy allows.
Unattributable actions
Writes land with no actor, no reason, and no audit trail.
Unbounded action
An open-ended agent acting directly — with no policy or verification around it — can take a wrong, irreversible action.
The harness

AI to learn. Deterministic to execute.

Upware learns the process once and encodes it as a mostly-deterministic workflow: system interactions replay exactly, and any LLM steps are wrapped in policy, verification, and audit — so execution stays governed and drift-proof.

O
Observe & Learn
Records the real workflow once, across every system it touches.
G
Generate
Builds the API, data flow, and logic automatically — no integration project.
E
Encapsulate
Wraps it as a governed AI skill over secure MCP or API.
R
Run
Executes deterministically — RBAC, audit, and scale built in.
Across your stack

Systems Cresta can act in with Upware

Salesforce
Connect Cresta to Salesforce, safely.
ServiceNow
Connect Cresta to ServiceNow, safely.
Zendesk
Connect Cresta to Zendesk, safely.
All systems
Browse every system Upware connects.
FAQ

Common questions

Does Upware replace Cresta, or does it work alongside it?
Upware is not a conversation intelligence platform — it has no role in guiding agents or scoring calls. What it provides is a governed execution layer that sits below Cresta: when Cresta decides an action should happen, Upware is what makes that action happen safely across CRM, ticketing, or other back-office systems. The two products do different jobs and are better together.
How does Cresta actually call an action through Upware?
Upware exposes each learned workflow as a governed AI skill over MCP or a standard API. Cresta — or an orchestration layer sitting between them — calls that skill with the parameters the conversation surfaced. Upware then replays the system interaction deterministically, using the exact steps it recorded during the learning phase, including systems that expose no API of their own. LLMs can be involved in interpreting inputs or handling variation, but the system writes themselves are policy-controlled and auditable.
What prevents Cresta from triggering an action it shouldn't?
Every Upware skill carries its own RBAC policy: which agents or agent roles can invoke it, under what conditions, and with what parameters in range. Actions outside those boundaries are blocked before they reach any system. Every execution — successful or blocked — lands in a full audit trail, so there is always a clear record of what ran, when, and on whose authority. That governance layer is exactly what's missing when contact-center AI calls systems directly.

Give Cresta a safe way to act

See how Upware turns your agent's decisions into governed, audited execution.

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