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CRM · head to head

Capsule CRM vs Cresta

Capsule CRM logo

Capsule CRM

CRM

The customer relationship management CRM

From
Free
Free plan
Yes
Full reviewWebsite
Cresta logo

Cresta

Customer Support

Real-time AI coaching and autonomous agents that sit on top of an existing contact centre platform

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Only Capsule CRM has a free tier, so it costs nothing to try first.
  • Each has a real cost: Capsule CRM free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline; Cresta cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Capsule CRM and Cresta actually diverge.

Attributes where Capsule CRM and Cresta differ
AttributeCapsule CRMCresta
Starting priceFreeOn request
Pricing modelfreemiumquote
Free tierYesNo
PlatformsWebWeb, API
CategoryCRMCustomer Support

Identical on both: user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Capsule CRM

Nothing recorded that Cresta does not also cover.

Only in Cresta

  • Real-time agent assist
  • Autonomous AI Agent
  • Conversation intelligence
  • Automated quality management
  • Behavioural coaching
  • Knowledge surfacing
  • Multilingual deployment
  • Supervisor dashboards

What people use each for

The jobs each tool is most often brought in to do.

Capsule CRM

  • Centralizing customer data for salesnot Cresta
  • Tracking sales pipeline and conversionnot Cresta
  • Managing project delivery with kanban boardsnot Cresta
  • Automating task workflows for teamsnot Cresta

Cresta

  • A 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent Genesys deploymentnot Capsule CRM
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Capsule CRM
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Capsule CRM
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Capsule CRM

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Capsule CRM

  • Free plan caps at 250 contacts and a maximum of 2 users, with only 1 sales pipeline
  • Starter plan, the cheapest paid tier, still caps at 30,000 contacts before requiring an upgrade to Growth (60,000) or Advanced (120,000)
  • Ultimate tier, aimed at teams of 5 or more users, has no published price and requires contacting sales
  • Marketing features are not included in any core plan; the Transpond marketing add-on costs an additional $11/month minimum on top of the CRM price

Cresta

  • Cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Pricing is not published and contracts are seat-based and annual at enterprise scale, which in practice means six-figure commitments and a procurement cycle measured in months rather than weeks.
  • Real-time guidance only pays back where conversation outcomes are measurable and repeatable, so support teams handling long, varied, low-volume cases rarely recover the licence cost.
  • Deploying real-time assist requires agents to accept on-screen prompting mid-call, and contact centres with strong union representation or experienced tenured agents frequently see adoption resistance that no amount of model quality fixes.
  • Automated quality scoring changes what agents are measured on, and organisations that switch from human QA without rewriting their evaluation rubric and appeals process create industrial-relations problems that surface months after go-live.

Pricing, plan by plan

Capsule CRM

Free

No published plan breakdown. See the Capsule CRM review.

Cresta

On request
  • Cresta$undefined/year
    • AI Agent
    • Agent Assist
    • Conversation Intelligence

Which should you pick?

Choose Capsule CRM if

  • You want to start without paying.
Capsule CRM review

Choose Cresta if

  • You need real-time agent assist.
  • You work on Web, API.
  • You also want autonomous ai agent.
Cresta review

Questions people ask

Is Capsule CRM or Cresta better?
Neither clearly leads. Capsule CRM starts at Free and Cresta at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capsule CRM or Cresta?
Capsule CRM has a free tier; the other does not. Paid plans start at Free for Capsule CRM and On request for Cresta.
Does Capsule CRM or Cresta run on more platforms?
Capsule CRM runs on Web. Cresta runs on Web, API.
Can I use Capsule CRM for free?
Yes. Capsule CRM has a free tier, so you can try it without paying. Cresta starts at On request.
What is Capsule CRM best used for?
Capsule CRM is most often used for centralizing customer data for sales, tracking sales pipeline and conversion, managing project delivery with kanban boards, automating task workflows for teams. Of those, centralizing customer data for sales and tracking sales pipeline and conversion are not what Cresta is typically brought in for.
What can Capsule CRM do that Cresta cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management.

Answered from the vendors’ own pages

Capsule CRM: How much does Capsule CRM cost?

Capsule CRM pricing is per-user, per-month with annual billing discounts up to 15%. Specific dollar amounts are not published on the pricing page; contact sales for exact pricing for Starter, Growth, and Advanced plans.

Source
Cresta: Does Cresta replace my contact centre platform?

No. It is designed to sit on top of NICE, Genesys, Five9, Amazon Connect and similar platforms, which is why it is chosen where a full CCaaS migration is not feasible.

Capsule CRM: Does Capsule CRM offer a free tier?

Yes, Capsule CRM offers a free plan for up to 2 users with 250 contacts, 5 custom fields, 1 sales pipeline, and basic features. A 14-day free trial with no card required is also available for paid plans.

Source
Cresta: What does it cost?

Cresta does not publish pricing. Contracts are seat-based and annual, and at the enterprise scale it sells into they are typically six figures per year.

Capsule CRM: What contact limit does each paid plan include?

Starter plan includes 30,000 contacts, Growth plan includes 60,000 contacts, Advanced plan includes 120,000 contacts, and Ultimate includes custom limits.

Source
Cresta: Is it viable for a contact centre under 100 seats?

Rarely. The commercial model, implementation effort and required outcome measurement all assume several hundred seats or more.

Capsule CRM: Are there add-on costs beyond the base plan?

Yes, Capsule CRM offers a Marketing Add-on starting at $11/month that includes email campaigns, social posting, and lead capture forms.

Source
Cresta: Who owns Cresta?

It is an independent venture-backed company, having raised roughly 282 million USD in total including a 125 million USD Series D in November 2024 co-led by World Innovation Lab and the Qatar Investment Authority.

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