Omdia Spotlights Crescendo as a Market Disruptor

Omdia Highlights Crescendo as a Disruptor in AI-Powered CX

Omdia, a global tech research firm, has published a report on Crescendo, naming us a disruptive force in the $741 billion contact center market.

“Crescendo’s recent $500m valuation underscores its disruptive potential,” the report states. With our AI+human model, we help companies scale customer service without compromising quality or empathy.

What Sets Crescendo Apart

Omdia calls our hybrid approach “a sustainable, long-term strategy for optimizing customer experience.” Our platform combines:

• Smart automation and human support
• Seamless integration with Zendesk, Salesforce, Amazon Connect, and Genesys
• Outcome-based pricing with no setup fees

We’ve scaled quickly through our acquisition of PartnerHero and support from General Catalyst. Today, we operate with over 3,500 agents and a profitable, AI-native platform.

“Crescendo is proving the company’s ability to integrate delivery capacity and AI technology at scale,” Omdia notes. Our open architecture lets CX leaders keep the systems they trust. As Omdia puts it, “Crescendo... provides the real-time metrics and proactive triggers CX leaders need – while letting them keep the CRM or CDP they already trust.” It also delivers automated analytics that help teams surface product issues, process gaps, and emerging customer trends faster than ever.