The debate over the optimal model for driving AI adoption has taken a prominent place in every CX conversation.
Value Realization and Forward Deployed Engineers are increasingly introduced by software providers, going beyond traditional customer success to embed more deeply into customers’ business and technology stacks and to accelerate the application of AI.
Crescendo represents a new breed of BPO, one that leverages AI to transform its clients’ customer service operations. This week’s Live event in San Francisco offered a firsthand look at how their model works.
While technology-enabled BPOs are not new, Crescendo distinguishes itself by fully embracing an outcome-driven approach. Founder Andy Lee, also executive chairman and founder of Alorica, one of the largest outsourcing providers, is clearly positioning the company to disrupt the traditional BPO model.
Crescendo began as a technology provider and expanded into business process outsourcing, notably through its acquisition of Partner Hero.
Launched earlier this month, its Total Outcome Guarantee model makes four bold promises:
Pay only for resolutions, whether handled by AI or a human.
Achieve results that surpass your current bot.
Go live in under 30 days.
No charge if a customer experiences a negative outcome.
The company recently hit $100M in Annual Recurring Revenue and, consistent with my broader market observations, is gaining strong traction in customer support and e-commerce.
At their event, I had the opportunity to sit down with Tod Famous, Crescendo’s CPO, who unpacked the foundations of their model:
Every month, customers receive proactive suggestions driven by AI analysis of their operations.
Technology is applied where it delivers immediate impact, leveraging both existing software and Crescendo’s proprietary solutions.
The company takes responsibility for content and recommends process changes when they improve results.
(Human) agents provide proactive recommendations to address content gaps, complexities, and inaccuracies.
The approach requires no upfront investment.
Behind its technology are the “two Slavas,” Slava Zhakov and Slava Sayko, who together bring nearly 50 years of experience from their tenure at Genesys.
Crescendo’s model is one to watch, particularly for mid-sized companies wrestling with the pace of AI evolution and the growing volume of customer service demands.