Crescendo, one of the fastest-growing AI-native platforms in the customer experience (CX) space, announced a significant advancement in intelligent engagement with the integration of Nova Sonic, Amazon’s state-of-the-art foundation model for speech understanding and generation. This integration empowers Crescendo customers to deliver fully automated, human-like conversations across voice support channels-ensuring always-on, personalized assistance that elevates the standard for modern voice engagement.
With this innovation, companies can now provide on-demand voice support that feels natural and intuitive-addressing long-standing challenges of availability, scalability, and personalization in traditional call center environments. The new capability also enables guided setup experiences via voice AI, with smooth transitions to live Crescendo agents when necessary, maintaining conversational context and continuity throughout the interaction.
“Voice support has long been overdue for innovation,” said Matt Price, CEO of Crescendo. “With Nova Sonic, we’re bringing intelligence, availability, and personalization to every call-redefining what great customer service sounds like. What we’ve been particularly impressed with is how it delivers real-time voice conversations that are fast, natural, and highly accurate-even when callers speak with diverse accents or in noisy environments. It’s a breakthrough moment in our journey to lead the future of AI-powered CX.”
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The partnership with Amazon showcases how cutting-edge AI can drive tangible business outcomes across the customer service lifecycle—enhancing both efficiency and user experience.
“We’re thrilled to see CX innovators like Crescendo quickly adopt Nova Sonic to build voice-enabled AI agents and scale high-quality customer support,” said Eshan Bhatnagar, Director & Head of Product for AGI at Amazon. “Their rapid deployment highlights the transformative potential of AI to reshape customer engagement and drive operational efficiency.”