Alorica Partners With Crescendo to Deploy AI-Native CX Platform
The deal opens Alorica's enterprise client base to Crescendo's AI platform, giving Crescendo's customers access to over 100,000 human agents across 16 countries
Alorica, a global customer experience (CX) and digital transformation services company, announced a strategic partnership with Crescendo at Customer Contact Week in Las Vegas, on June 23, 2026, to bring Crescendo's AI-native CX platform to all current and prospective Alorica clients.
The agreement makes Crescendo's platform available across Alorica's full enterprise base, with Alorica licensed to resell and deploy the technology directly.
"The future of CX is built on connected intelligence, where human insight and AI come together to create exceptional outcomes," said Max Schwendner, Co-CEO of Alorica. "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 partnership also includes co-development of an AI-native center of excellence within Alorica and joint development of new market offerings for enterprise live-channel CX, according to the companies.
The AI-Human Team
Crescendo, founded in San Francisco in 2023, currently powers more than 500 AI deployments worldwide across retail, financial services, healthcare, technology, and consumer services. Its platform, according to the company, is built to orchestrate both AI and human interactions across the full customer journey, with performance that continues to improve after launch through embedded CX expertise.
According to Alorica, the partnership targets a specific gap where enterprises frequently struggle to operationalize AI across live channels such as voice and chat, where context, seamless handoffs between agents, and end-to-end satisfaction measurement remain difficult to manage.
Matt Price, CEO and Co-Founder of Crescendo, pointed to enterprise pressure on AI return on investment as the core problem the partnership addresses. "Business leaders are under pressure to show AI is delivering real returns, but too many solutions add complexity instead of eliminating it," Price said. "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."
Alorica has operated in live-channel CX for more than 25 years, the company said, building proprietary technology to monitor end-to-end experiences across both human and AI interactions. The company positions itself as a non-traditional business process outsourcing (BPO) provider with advanced analytics and voice optimization built into its delivery model.
Crescendo was valued at $500 million following a Series C funding round completed in October 2024, according to the company. Both companies said the partnership is designed to scale as enterprise demand for unified AI and human CX delivery continues to grow.
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Key Takeaways
- Alorica partners with Crescendo to enhance customer experience through AI-native technology.
- Crescendo's platform will be accessible to Alorica's extensive client base of over 100,000 agents.
- The partnership aims to integrate AI within customer service operations for improved outcomes.
- Co-develop an AI-native center of excellence to innovate enterprise live-channel customer experience.
- Crescendo currently supports over 500 AI deployments across various industries, enhancing customer journey orchestration.