The End of Frustrating Phone Support: Crescendo + Amazon Nova Sonic

What great voice support sounds like.

At Crescendo, we believe voice support should feel as natural and personal as chatting with a friend. But today, it rarely does. Too often, companies make it nearly impossible to find a phone support number or worse, trap callers in endless phone trees that never quite get them to the right place. It’s frustrating, time-consuming, and the opposite of what good service should feel like.

We’re thrilled to announce the next chapter in customer voice support: real-time personalized voice conversations powered by Amazon’s Nova Sonic speech-to-speech model, now integrated into Crescendo’s full-service CX platform.

Voice conversations matters.

Despite the rise of digital channels, the voice channel remains mission-critical for delivering quick clarity and personalized empathy during urgent or nuanced support situations. Yet most brands have struggled with technical limitations and higher costs of existing solutions.

Current models using traditional STT (speech-to-text) → LLM → TTS (text-to-speech) pipelines can struggle with latency and natural flow. Caller interruptions, pauses, and varied speech patterns often throw these models off. This can result in stiff, delayed, or deflective conversations. This is especially apparent for multi-step use cases like troubleshooting, account servicing, or guided setup.

To manage costs, many teams turn to deflection strategies, which include steering callers toward phone trees or self-service. This might appear to make financial sense on paper, but the truth is: when a customer calls, it usually means they need to talk to someone. And pushing them away doesn’t just hurt resolution, it hurts loyalty.

AI Voice support that feels like a real conversation.

During the AWS Summit keynote in New York City, Rohit Prasad featured Crescendo as a highlight of the session. The keynote was attended by more than 10,000 in-person participants, with thousands more joining via livestream. In case you missed it, Crescendo now extends our existing voice architecture to include Amazon’s Nova Sonic unified speech-to-speech model. We have observed more responsive and natural interactions to include:

• Faster response times with reduced latency
• More natural, fluid back-and-forth even when callers pause or interrupt
• Higher-quality, more human-sounding interactions
• Voice support with personalization and continuity during hand-off
• Seamless access to curated knowledge and policy; keeping responses brand-aligned, accurate, and context-aware.

Let's see it in action:

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Now live in production, Amazon Nova Sonic is helping us push the boundaries of voice AI and expanding our reach of intelligent, omni-channel customer support for our partners. 

Let’s build what’s next, together.

At Crescendo we believe that in a world of CX overpromises and AI hype, our powerful results speak for themselves. With Nova Sonic now live, we’re unlocking a new frontier in voice AI for CX teams.

If you're ready to turn voice support from a cost center into a strategic growth channel, let’s talk.