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Customer Support · head to head

Cresta vs Twenty

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
Twenty logo

Twenty

CRM

Open-source CRM platform for technical teams at AI speed

From
Free
Free plan
Yes
Full reviewWebsite

The short version

  • Only Twenty 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.; Twenty requires technical expertise to customize and maintain compared to no-code CRM platforms
  • They diverge on capability: Cresta covers Real-time agent assist, Twenty covers Open-Source Framework.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Cresta and Twenty actually diverge.

Attributes where Cresta and Twenty differ
AttributeCrestaTwenty
Starting priceOn requestFree
Pricing modelquoteUnknown
Free tierNoYes
PlatformsWeb, APIWeb, Self-hosted
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 Twenty

  • Open-Source Framework
  • Custom Database Objects
  • Multiple View Types
  • AI Integration
  • Workflow Engine
  • Data Migration
  • API Access
  • Multi-Language Support

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 Twenty
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Twenty
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Twenty
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Twenty

Twenty

  • Building custom CRM solutions for complex business processesnot Cresta
  • Migrating from Salesforce or HubSpot while maintaining data ownershipnot Cresta
  • Technical teams needing TypeScript-based customizationnot Cresta
  • Organizations requiring self-hosted or air-gapped deploymentsnot Cresta
  • Enterprises combining CRM with AI-powered workflowsnot 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.

Twenty

  • Requires technical expertise to customize and maintain compared to no-code CRM platforms
  • Self-hosting increases operational overhead and infrastructure costs
  • Limited ecosystem of pre-built integrations compared to Salesforce
  • Smaller community and third-party extension library than established CRMs
  • Enterprise plan requires custom negotiation with no transparent pricing

Pricing, plan by plan

Cresta

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

Twenty

Free
  • Pro$9/month
    • Full customization
    • Custom apps
    • AI Agents
  • Organization$19/month
    • Everything in Pro
    • Row-level permissions
    • SAML and OIDC SSO
  • Enterprise$null/year
    • Everything in Organization
    • Single-tenant isolation
    • IP allow-listing

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 Twenty if

  • You need open-source framework.
  • You want to start without paying.
  • You work on Web, Self-hosted.
  • You also want custom database objects.
Twenty review

Questions people ask

Is Cresta or Twenty better?
Neither clearly leads. Cresta starts at On request and Twenty at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Cresta or Twenty?
Twenty has a free tier; the other does not. Paid plans start at On request for Cresta and Free for Twenty.
Does Cresta or Twenty run on more platforms?
Cresta runs on Web, API. Twenty runs on Web, Self-hosted.
Can I use Twenty for free?
Yes. Twenty 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 Twenty is typically brought in for.
What can Cresta do that Twenty cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management. Twenty covers Open-Source Framework, Custom Database Objects, Multiple View Types, AI Integration.

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.

Twenty: Is Twenty free or paid?

Twenty offers a 30-day free trial without credit card. Cloud plans start at $9 per user per month (Pro) when billed annually, with Organization plan at $19 per user per month.

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.

Twenty: Can I migrate data from Salesforce or HubSpot?

Yes, Twenty supports CSV and API-based migration from Salesforce and HubSpot, with support for 50,000+ records.

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.

Twenty: What programming languages does Twenty support?

Twenty is built with TypeScript and provides a TypeScript-based Apps framework for creating custom extensions.

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.

Twenty: How long does enterprise deployment take?

Enterprise deployment typically takes 1-2 weeks with Onboarding Packs or certified partners.

Source
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