July 18, 2025
Crescendo Integrates Amazon Nova Sonic to Deliver 24/7 AI-Powered Voice Support
Crescendo has unveiled a breakthrough in voice automation. By integrating Amazon’s Nova Sonic foundation model, designed specifically for advanced speech recognition and generation, Crescendo now provides businesses with fully automated, human-like voice support across all customer touchpoints.
With this new capability, companies can deliver intelligent, always-on voice conversations that feel natural and personalised, regardless of the caller’s accent or background noise. This will offer faster resolutions, seamless interactions, and consistently high-quality customer experiences, 24/7.
A Smarter Way to Talk to Customers
Crescendo’s integration of Nova Sonic opens the door for on-demand voice engagement that goes far beyond basic call automation. Businesses can guide customers through complex setup processes, solve technical issues in real time, and escalate to human agents when necessary, all without losing the context of the conversation.
“Voice support has long been overdue for innovation,” said Matt Price, CEO of Crescendo. “With Nova Sonic, we’re bringing intelligence, availability, and personalization to every call—redefining what great customer service sounds like. What we’ve been particularly impressed with is how it delivers real-time voice conversations that are fast, natural, and highly accurate—even when callers speak with diverse accents or in noisy environments. It’s a breakthrough moment in our journey to lead the future of AI-powered CX.”
Accelerating the AI-First CX Revolution
Amazon, the developer behind Nova Sonic, praised Crescendo’s swift adoption and deployment as a blueprint for the next generation of AI-native platforms.
“We’re thrilled to see CX innovators like Crescendo quickly adopt Nova Sonic to build voice-enabled AI agents and scale high-quality customer support,” said Eshan Bhatnagar, Director & Head of Product for AGI at Amazon. “Their rapid deployment highlights the transformative potential of AI to reshape customer engagement and drive operational efficiency.”
This launch follows a series of major upgrades to Crescendo’s platform in recent months, including:
- Real-time orchestration across channels
- Image recognition within live chat
- Predictive customer satisfaction (CSAT) scoring
- An autonomous agent assist
- Built-in quality assurance automation
