Alorica has partnered with Crescendo to combine AI-native customer experience technology with live customer engagement services across voice and chat channels.
Alorica, a customer experience and digital transformation services provider, has partnered with Crescendo to bring AI-native customer experience capabilities to enterprise organisations seeking to improve customer engagement across voice and chat channels.
The partnership combines Alorica’s customer service operations with Crescendo’s AI-native customer experience platform, enabling businesses to deploy AI-powered customer interactions while maintaining seamless transitions between AI systems and human agents when required.
The collaboration aims to help organisations operationalise AI across live customer service channels where context, human judgement, and personalised support remain important parts of the customer experience.
Combining Human Expertise and AI
“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,” said Max Schwendner, Co-Chief Executive Officer, Alorica.
The partnership will allow Alorica to deploy and resell Crescendo’s AI-native platform while providing Crescendo customers access to Alorica’s global workforce for customer support operations.
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The companies also plan to co-develop new AI-powered customer experience solutions and establish an AI-native centre of excellence focused on enterprise customer engagement.
Supporting End-to-End Customer Journeys
“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,” said Matt Price, Chief Executive Officer and Co-Founder, Crescendo.
The combined offering is designed to support customer interactions across the entire customer journey, helping organisations improve service delivery, operational efficiency, and customer satisfaction through a mix of AI automation and human support.
As enterprises continue to invest in AI-driven customer engagement, partnerships that combine AI technology with customer service expertise are becoming increasingly important for delivering scalable, personalised customer experiences.
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