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CRM · head to head

Capsule vs Cresta

Capsule logo

Capsule

CRM

Visual CRM for small teams

From
$19/month
Free plan
No
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

  • Each has a real cost: Capsule the free plan is capped at 2 users, 250 contacts, 5 custom fields and a single 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.
  • They diverge on capability: Capsule covers Contact management, Cresta covers Real-time agent assist.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Capsule and Cresta actually diverge.

Attributes where Capsule and Cresta differ
AttributeCapsuleCresta
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb, API
CategoryCRMCustomer Support
Founded2008Unknown

Identical on both: free tier (No), 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

  • Contact management
  • Deal tracking
  • Task management
  • Email sync
  • Activity timeline
  • Slack
  • Zapier
  • Google Apps

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

  • Simple contact and pipeline CRM for a small teamnot Cresta
  • Tracking deals and follow-up tasksnot Cresta
  • Linking emails and notes to contact recordsnot Cresta
  • Multiple sales pipelines on the paid tiersnot 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
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Capsule
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Capsule
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Capsule

Where each one falls short

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

Capsule

  • The free plan is capped at 2 users, 250 contacts, 5 custom fields and a single pipeline
  • Contact ceilings gate every tier, from 30,000 on Starter to 120,000 on Advanced
  • Per-user prices are not shown as figures on the pricing page, only as tier names
  • Ultimate is quote-only

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

$19/month
  • Starter$19/month
    • Contact management
    • Task tracking
  • Professional$39/month
    • Everything in Starter
    • Pipeline management
    • Reporting
  • Enterprise$99/month
    • Everything in Professional
    • Custom fields
    • API access

Cresta

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

Which should you pick?

Choose Capsule if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want deal tracking.
Capsule 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 or Cresta better?
Neither clearly leads. Capsule starts at $19/month and Cresta at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Capsule or Cresta?
Capsule starts at $19/month and Cresta at On request.
Does Capsule or Cresta run on more platforms?
Capsule runs on Web, Ios, Android. Cresta runs on Web, API.
What is Capsule best used for?
Capsule is most often used for simple contact and pipeline crm for a small team, tracking deals and follow-up tasks, linking emails and notes to contact records, multiple sales pipelines on the paid tiers. Of those, simple contact and pipeline crm for a small team and tracking deals and follow-up tasks are not what Cresta is typically brought in for.
What can Capsule do that Cresta cannot?
Capsule covers Contact management, Deal tracking, Task management, Email sync. Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management.

Answered from the vendors’ own pages

Capsule: How long is the free trial for Capsule CRM paid plans?

Capsule CRM offers a 14-day free trial with no credit card required. None of the paid plan features are limited during the trial period.

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: What is the maximum number of contacts included in Capsule's free plan?

The free plan allows up to 250 contacts and supports a maximum of 2 users with 1 sales pipeline.

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: Does Capsule CRM offer annual billing discounts?

Yes, when you choose annual billing instead of monthly, Capsule CRM offers up to 15% discount on your subscription.

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: Can I cancel my Capsule CRM account anytime or are there long-term commitments?

You can cancel your Capsule account at any time, and there are zero setup fees when opening an account.

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.

Capsule: Does Capsule CRM support importing data from spreadsheets or other tools?

Yes, Capsule CRM supports data migration from spreadsheets and select integrations like Xero and Zendesk.

Source
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