Alorica, a global leader in customer experience and digital transformation services, announced a strategic partnership to bring Crescendo's AI-native customer experience platform to all current and prospective clients. The partnership addresses a critical market gap: enterprises struggle to operationalize AI across live channels such as voice and chat, where human judgment, context, and seamless handoffs remain essential. By combining Alorica's 25+ years of live-channel expertise with Crescendo's AI-native architecture, the partnership delivers a unified platform where AI and humans work as one across the entire customer journey.
Alorica partners with Crescendo to bring AI-native CX platform to enterprise clients at global BPO scale.
The partnership addresses the challenge of operationalizing AI across live channels like voice and chat.
Alorica brings 25+ years of live-channel expertise with 100,000+ solutionists across 16 countries.
Crescendo provides the only AI-native CX platform designed for AI and human orchestration throughout the entire customer journey.
The partnership includes co-development of an AI-native center of excellence and new market offerings.
Crescendo powers 500+ AI deployments worldwide across retail, financial services, healthcare, technology, and consumer services.
For over 25 years, Alorica has built its reputation addressing one of the most complex challenges in customer experience: delivering consistent, high-quality interactions across live channels, where each engagement requires context, precision, and continuity. In today's digital landscape, especially within nuanced environments like voice and chat, AI must do more than automate tasks; it must understand intent, enable seamless transitions between agents, and measure end-to-end satisfaction of the customer experience. Meeting this need requires AI that operates across the full customer journey, rather than within isolated points of interaction. Enterprises have struggled to move beyond pilot programs and fragmented AI deployments, making this partnership particularly timely.
As a non-traditional BPO, Alorica has invested heavily in proprietary technology to manage and monitor end-to-end experiences across both human and AI interactions. Crescendo, positioned as the only AI-native CX platform designed for this level of complexity, delivers AI and human orchestration throughout the entire customer journey, making it the ideal complement to Alorica's live-channel expertise. The partnership brings together Alorica's operational excellence and global scale with Crescendo's innovative AI-native architecture, creating a comprehensive solution for enterprise live-channel CX.
Max Schwendner, Co-CEO of Alorica, emphasized the transformative nature of the partnership: "The future of CX is built on connected intelligence, where human insight and AI come together to create exceptional outcomes. Brands that will lead are those that treat AI not as an add-on, but as the operating foundation of how CX is run. This partnership reimagines not just how customers are served, but how CX is planned, handled, and optimized end-to-end."
The strategic alliance brings several key capabilities to the market. The partnership includes co-development of an AI-native center of excellence within Alorica, co-development of new market offerings for enterprise live-channel CX, a license for Alorica to resell and deploy Crescendo's AI-Native CX Platform to enterprise customers, and access for Crescendo customers to augment with human agents leveraging Alorica's skilled workforce of 100,000+ across 16 countries. This comprehensive approach ensures that enterprises can deploy AI at scale while maintaining the human touch where it matters most.
Matt Price, CEO and Co-Founder of Crescendo, highlighted the partnership's significance: "Business leaders are under pressure to show AI is delivering real returns, but too many solutions add complexity instead of eliminating it. Alorica's mastery of live-channel CX, where context and human judgment matter most, combined with our AI-native architecture, gives enterprises a single platform where AI and humans work as one. This is what happens when AI stops being a project and becomes the way CX actually runs."
Crescendo, founded in San Francisco in 2023, already powers 500+ AI deployments worldwide across retail, financial services, healthcare, technology, and consumer services. With Alorica's global footprint of 100,000+ solutionists across 16 countries and 25+ years of deep expertise in live-channel CX, the partnership creates a formidable force in the CX industry. The combination of Alorica's operational scale and Crescendo's AI-native technology enables enterprises to transform customer experiences with measurable business outcomes.
Attendees of Customer Contact Week in Las Vegas can visit Alorica's meeting room (Forum 122) and Crescendo's booth (1139) to learn how this partnership transforms AI-powered CX. The live demonstrations showcase how the integrated platform delivers AI and human orchestration throughout the entire customer journey, from planning and handling to optimization and measurement.
About Alorica
Alorica is a global leader in customer experience and digital transformation services, empowering brands to create meaningful connections with their customers. With 100,000+ solutionists across 16 countries and 25+ years of deep expertise in live-channel CX, Alorica combines operational excellence with advanced analytics, voice optimization, and AI-enabled capabilities to drive customer loyalty and operational efficiency.
About Crescendo
Crescendo is the only AI-native customer experience solution built to run CX as one unified system. By combining autonomous AI with embedded CX expertise, performance continuously improves after launch. Founded in San Francisco in 2023, Crescendo powers 500+ AI deployments worldwide across retail, financial services, healthcare, technology, and consumer services.
