Sold by: Crescendo AI
Crescendo is an AI driven customer service platform combining intelligent AI assistants with expert human operators to deliver customer experience outcomes across all channels, 24/7, in 50+ languages.
Overview
Crescendo.ai is an enterprise-grade customer experience platform that combines world-class AI technology with dedicated human experts (BPO services) to deliver exceptional customer support at scale. Crescendo handles customer service interactions end-to-end across multiple channels. When a customer reaches out, here's what happens:
- Interaction Capture
Customer initiates contact via chat, voice call, email, or shopping assistance Crescendo's AI system immediately receives the interaction System accesses customer history from your CRM (Salesforce, Zendesk, etc.) Context is loaded: past orders, account info, previous issues, preferences
- AI Analysis & Response
AI analyzes the customer's request against:
Your company's knowledge base Previous similar interactions Your brand voice and guidelines Current conversation context
AI generates response or action in real-time
- Resolution or Handoff
If AI can resolve it: Customer gets immediate answer/resolution If AI cannot resolve it: Seamless handoff to human expert with full context Human expert (Crescendo employee) takes over with zero wait time
- Quality Assurance & Learning
100% of interactions are automatically analyzed System identifies patterns and optimizations AI continuously improves from every interaction Knowledge base automatically updates
- Outcome Recording
Result is logged back to your CRM You get reporting on what was handled, how long it took, customer satisfaction
What It Does: When a human agent needs to take a call/chat/email, AI provides real-time suggestions, information, and automation to help them work faster and better.
Technical Capabilities:
Suggests relevant information based on customer issue Provides knowledge base articles that might help Drafts response suggestions for agent to edit/send Tracks what the agent says and logs it Identifies when agent is struggling and escalates to supervisor Monitors compliance (making sure agents follow protocols)
Real Use Cases:
Use Case 1: Support Agent Assistance
Customer (via phone): "I'm having trouble with my billing" Human Agent receives call AI System displays in real-time:
Customer account summary Recent invoices Common billing issues for this customer type Suggested troubleshooting steps
Agent uses AI suggestions while talking to customer Agent resolves issue 40% faster than without AI assistance
Use Case 2: Sales Agent Support
Customer (via chat): "Do you have a version of this that does X?" Human sales agent receives the chat AI System suggests:
Product specifications Which product matches their needs Similar products they might like Pricing information
Agent sends more accurate, faster responses with AI data
Please reach out to sales to discuss pricing.
Highlights
- AI Assistants (Omnichannel) - Chat Assistant: Personalized, agentic conversations that resolve issues end-to-end - Voice Assistant: Real conversations with context and empathy, resolving issues without hold times - Email Assistant: On-brand, personalized responses at scale with continuous improvement - Shopping Assistant: Seamless shopping experience with natural language guidance - Multimodal Support: Seamlessly switch between chat, voice, and image sharing while maintaining full context
- Operational Capabilities - Operational AI: Always-on optimization that prevents performance decay - Agent Assist: Real-time guidance and augmentation for human agents - CX Insights & Reporting: QA and business intelligence on 100% of interactions - Knowledge Base: Integrated knowledge management with auto-tuning - 24/7 Coverage: Continuous operation across all time zones
- Integration Ecosystem - CRM Integrations: Salesforce, HubSpot, Zendesk - Knowledge Integrations: Google Drive, Guru - Commerce Integrations: Shopify, Etsy - Custom Integrations: Rapidly create custom connections as needed
Details
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Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
CX | AI driven customer service | $0.01 |
Dimensions summary
This listing bills through a single contract dimension called CX (Units), which covers AI-driven customer service. You buy units under a contract rather than paying hourly or per seat. Pricing scales with the number of units you commit to, so you size your purchase to your expected support volume. The platform is fully managed, and its resolution model ties usage to resolved interactions. There are no separate tiers or instance sizes to choose from on Marketplace. To match units to your ticket volume, coordinate the quantity with the vendor.
Top-of-mind questions for buyers
A unit maps to a resolved customer interaction, not a routed or deflected one. The AI resolution agent charges when it closes an issue, such as a status lookup, account update, or order change. You are not charged when a conversation simply hands off to a human specialist.
The platform allows unlimited simultaneous chat and voice sessions, so sudden spikes do not add per-session charges. When issues need a human, the AI hands off with full context. Human-backed contact center services are an optional add-on you arrange separately with the vendor.
No. Any AI-resolved interaction rated two or below in Predictive CSAT is automatically credited the following month. You email the vendor within 30 days to claim credits. This resolution-based model means you pay only for interactions that measurably improve customer satisfaction.
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All fees are non-cancellable and non-refundable except as required by law.
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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Support
Vendor support
Deployment Model
- SaaS Delivery: Cloud-based platform
- Fast Implementation: <60 day deployment
- Managed Service: Crescendo manages setup and operations
- No Rip-and-Replace: Works with existing systems
Support Model
- Dedicated Teams: Crescendo experts run the system for you
- 24/7 Operations: Continuous monitoring and optimization
- Performance Guarantee: Backed by Total Outcome Guarantee
- Proactive Optimization: Real-time improvements based on actual usage
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
Crescendo is a service platform with operational AI that consolidates contact center, ticketing, quality assurance, workforce management, and agent assist capabilities into a single system. The platform uses intelligent agents to handle customer-facing resolution, provide real-time agent support, manage operations, and continuously improve through customer interactions.
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