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Customer Support · head to head

Cresta vs Kylas

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
Kylas logo

Kylas

CRM

Indian sales CRM sold at a flat monthly rate with unlimited users instead of per seat

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Kylas has a free tier, so it costs nothing to try first.
  • Each has a real cost: 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.; Kylas unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • They diverge on capability: Cresta covers Real-time agent assist, Kylas covers Unlimited users on every plan.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Cresta and Kylas actually diverge.

Attributes where Cresta and Kylas differ
AttributeCrestaKylas
Starting priceOn requestFree
Pricing modelquoteFlat rate per month, unlimited users
Free tierNoYes
PlatformsWeb, APIWeb, iOS, Android
CategoryCustomer SupportCRM

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 Cresta

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

Only in Kylas

  • Unlimited users on every plan
  • Lead and deal management
  • Record based limits
  • Workflow automation
  • Quotation management
  • Telephony integrations
  • WhatsApp and SMS
  • BI analytics add-on

What people use each for

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

Cresta

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

Kylas

  • A twenty five person Indian inside sales team where per seat CRM pricing would cost several times a flat monthly ratenot Cresta
  • A company that wants every employee including support and delivery staff to see customer records without buying them seatsnot Cresta
  • A business with high sales headcount turnover that does not want to renegotiate licence counts every quarternot Cresta
  • An Indian SME needing native WhatsApp, IndiaMART and local telephony connections rather than a Western CRM with adaptersnot Cresta

Where each one falls short

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

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.

Kylas

  • Unlimited users only moves the meter rather than removing it: records are capped, and expanding beyond one hundred thousand costs 500 INR per twenty thousand, which becomes the real cost driver for any business with a large lead database.
  • Core functionality such as workflows, email templates and email tracking is sold as separate add-ons from 500 to 800 INR a month, so the advertised flat rate is not what an automated sales operation actually pays.
  • The free Embark plan caps records at ten thousand and explicitly cannot be expanded, so it is a trial with no upgrade path in place rather than a workable long term free tier.
  • Kylas is built around Indian sales practice and its integration marketplace is dominated by Indian telephony, payments and lead sources, which makes it a poor fit for companies selling primarily into Europe or North America.
  • Onboarding is charged at 25,000 INR one-off with training at 5,000 INR per three hour session, so first year cost is meaningfully above twelve months of subscription.

Pricing, plan by plan

Cresta

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

Kylas

Free
  • EmbarkFree
    • Free for life
    • Unlimited users
    • Ten thousand records, not expandable
  • Elevate$12999/month
    • Flat rate for unlimited users, not per seat
    • One hundred thousand records, expandable
    • Quarterly, half-yearly and annual billing terms
  • Exceed$undefined/month
    • Custom pricing
    • Unlimited users
    • Around 1.1 million records, adjustable

Which should you pick?

Choose Cresta if

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

Choose Kylas if

  • You need unlimited users on every plan.
  • You want to start without paying.
  • You work on Web, iOS, Android.
  • You also want lead and deal management.
Kylas review

Questions people ask

Is Cresta or Kylas better?
Neither clearly leads. Cresta starts at On request and Kylas at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Cresta or Kylas?
Kylas has a free tier; the other does not. Paid plans start at On request for Cresta and Free for Kylas.
Does Cresta or Kylas run on more platforms?
Cresta runs on Web, API. Kylas runs on Web, iOS, Android.
Can I use Kylas for free?
Yes. Kylas has a free tier, so you can try it without paying. Cresta starts at On request.
What is Cresta best used for?
Cresta is most often used for a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment, an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence, a retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claims, a contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scores. Of those, a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment and an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence are not what Kylas is typically brought in for.
What can Cresta do that Kylas cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management. Kylas covers Unlimited users on every plan, Lead and deal management, Record based limits, Workflow automation.

Answered from the vendors’ own pages

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.

Kylas: What does Kylas cost?

The Elevate plan is a flat rate of about 12,999 INR per month for unlimited users, with quarterly, half-yearly and annual terms. There is a free Embark plan and a custom Exceed tier.

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.

Kylas: Does unlimited users really mean unlimited?

Yes for seats. The limit is on records: ten thousand on the free plan, one hundred thousand on Elevate, expandable at 500 INR per twenty thousand.

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.

Kylas: What is not included in the flat rate?

Workflows, email templates, email tracking, the security module and BI analytics are add-ons from 500 to 5,000 INR per month. Onboarding is 25,000 INR one-off.

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.

Kylas: Is it usable outside India?

It works, but the integration marketplace and sales workflows are built for the Indian market and the pricing is quoted in rupees.

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