Alorica and Crescendo Transform Live Customer Engagement With AI-Native CX

Full-stack CX platform meets global BPO scale to deliver measurable business outcomes

LAS VEGAS - June 23, 2026 - CUSTOMER CONTACT WEEK - Alorica, a global leader in customer experience and digital transformation services, today announced a strategic partnership to bring Crescendo 's AI-native customer experience platform to all current and prospective clients. The partnership addresses a critical market gap: enterprises struggle to operationalize AI across live channels such as voice and chat, where human judgment, context, and seamless handoffs remain essential.

THE MARKET CHALLENGE ALORICA SOLVES

For 25+ years, Alorica has built its reputation addressing one of the most complex challenges in customer experience: delivering consistent, high-quality interactions across live channels, where each engagement requires context, precision, and continuity. In today's digital landscape, especially within nuanced environments like voice and chat, AI must do more than automate tasks; it must understand intent, enable seamless transitions between agents, and measure end-to-end satisfaction of the customer experience. Meeting this need requires AI that operates across the full customer journey, rather than within isolated points of interaction.

THE PARTNERSHIP: ALORICA + CRESCENDO

As a non-traditional BPO, Alorica has invested heavily in proprietary technology to manage and monitor end-to-end experiences across both human and AI interactions. Crescendo, the only AI-native CX platform designed for this level of complexity, delivers AI and human orchestration throughout the entire customer journey, making it the ideal complement to Alorica's live-channel expertise.

"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."

THIS PARTNERSHIP BRINGS:

• Co-development of an AI-native center of excellence within Alorica
• Co-development of new market offerings for enterprise live-channel CX
• License for Alorica to resell and deploy Crescendo's AI-Native CX Platform to enterprise customers
• Access for Crescendo customers to augment with human agents leveraging Alorica's skilled workforce of 100,000+ in 16 countries

"Business leaders are under pressure to show AI is delivering real returns, but too many solutions add complexity instead of eliminating it," said Matt Price, CEO and Co-Founder of Crescendo. "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. This is what happens when AI stops being a project and becomes the way CX actually runs."

MEET ALORICA AND CRESCENDO AT CCW LAS VEGAS

Stop by Alorica's meeting room (Forum 122) and Crescendo's booth (1139) to learn how this partnership transforms AI-powered CX.