The CX Market is going through disruption as AI takes centre stage. Building a contact center meant buying analytics and knowledge from one vendor, AI from another, and CRM and ticketing from others. The system integrators would sell the licenses and implement the solution. At times, integrating the various CX applications was an arduous task. Each new layer required additional licenses and integration costs to ensure everything was well orchestrated.
The market is witnessing the emergence of a new breed of tech AI vendors that are focused on improvements and outcomes in CX. These players are not selling CCaaS licenses or asking customers to do away with their CRM, Ticketing, CCaaS or other exsisting CX investments. They are focusing on delivering CX outcomes by overlaying their AI on top of an enterprise’s existing solutions. It is a different kind of value proposition and something that the CCaaS market is not used to. These types of models will become increasingly important in the market.
I recently spoke to the team at Crescendo. The company was founded in 2024. They have raised $50M in Funding, have 3,500 Employees, $100M in ARR, and have 500+ AI deployments. Not bad at all for a company founded 2 years ago!
How are they disrupting the CX space?
- By combining infrastructure, AI, the right type of people, and analytics, Crescendo collapses what is typically a complex stack of applications across stack of CCaaS, WFM/WEM, QA, bot platforms, and BPO providers into a single contract and SLA
- They introduced the “Crescendo Total Outcome Guarantee” model – Guaranteed to outperform any AI bot, Guaranteed go-live in <30 days, and Satisfaction Guaranteed: never pay for DSATs.
- They offer a fully managed, AI-intelligent contact center that replaces the CCaaS stack with an outcome-based pricing model, looking at bringing together “AI + people”, rather than selling software seats or bots.
- They can also take over the BPO contract and deliver the ROI from Day 1!
- They use an augmented AI model (their secret sauce) where advanced AI handles most tasks and human CX experts supervise and intervene as needed in real time.
I truly enjoyed my chat and learning from the team at Crescendo. Thank you, Matt Price and Tod Famous, for the briefing. Congratulations on a fantastic ride so far, and I am sure this is just the beginning!
