Enterprise readiness for the Crescendo technology platform
We're thrilled to announce the enterprise readiness of our Crescendo technology platform. This milestone marks the completion of our enterprise security processes and celebrates eight months of our platform operating in production with zero downtime. We’re also unveiling new enterprise-class features as part of our growing portfolio of GenAI-powered CX solutions.
Security and Reliability
We are proud to share that we’ve achieved SOC2 and HIPAA compliance. From the outset, we designed Crescendo with modern SaaS security best practices. Now, we’ve complemented this architecture with the business processes needed to support industry standards for enterprise SaaS.
Our serverless Crescendo technology platform, hosted on Google Cloud Platform, has been in production for eight months with zero downtime. Despite several partial outages of the LLM services that our core platform depends on, we maintained full service availability by utilizing multiple backup connections to AI service providers. This design has proven highly reliable, and we are confident in our platform’s readiness for enterprise-level clients.
Crescendo CX Voice Assistant
While digital customer care is growing, voice remains the preferred channel for handling the most complex and urgent customer service needs. The Crescendo CX Voice Assistant is a multilingual voice automation solution powered by a combination of the most advanced AI models on the market.
Our voice assistant offers a fully prompt-based design for voice self-service and information collection, bypassing the complexity of flow-based design tools. By leveraging GenAI reasoning, Crescendo enables multi-step interactions without any procedural programming. This results in an impressive GenAI conversational engine implemented as an Intelligent Voice Assistant (IVA) that streamlines customer service calls by automating repetitive tasks.
Try it for yourself by clicking or tapping on the Voice Assistant icon on any page on our site.
CX Application Integrations
Enterprise customers have existing CX infrastructure and we are committed to meeting customers where they are as they begin their AI transformation journey. We’ve expanded our integration capabilities to support a number of major CX platforms and offer the confidence that Crescendo can work with your current environment. We now have implemented integrations with:
- Service platforms: Zendesk, Freshservice, Hubspot, Salesforce
- CX Communications platforms: Twilio, Amazon, Slack, Aircall
- Knowledge Base software: Guru, Zendesk, Intercom
We also have projects underway to deliver integrations with Genesys and Five9; in fact we are confident enough in our platform integration capability and our engineering services team that we can integrate on-demand to any cloud CX application.
Multi-Channel Voice of Customer (VoC) Analysis
We’ve expanded Crescendo CX Quality Assurance to support voice and email in addition to messaging, making it the most complete AI-based VoC solution on the market. This solution powers our customer satisfaction guarantee and informs our CX professionals with feedback to deliver the full promise of Augmented AI.
Our Customer Satisfaction scoring includes “turn-by-turn” evaluations, helping our success team quickly identify specific knowledge content areas or automation behaviors that need improvement. Crescendo’s Quality Assurance also provides in-depth performance reports, significantly improving productivity and the coverage of quality audits.
Advanced Knowledge Management Capabilities
Ensuring knowledge content accuracy is one of the toughest challenges in deploying GenAI solutions. Crescendo addresses this with a comprehensive 360-degree approach, powered by AI and supported by CX professionals.
We are pleased to introduce automated knowledge base imports from the most common KB services. Our platform transforms legacy knowledge content into an embedded KB service that powers the Crescendo CX Assistant. This process includes tools for validating the quality of the knowledge content and identifying key areas for improvement.
The Crescendo customer success team works closely with clients to refine and test knowledge content before production rollout. Deployed as an Augmented AI solution, the Crescendo CX Assistant improves quickly with the support of world-class CX professionals and AI-driven scoring mechanisms. Typically, the assistant is deployed in under 30 days and reaches peak automation within two weeks.
Knowledge Content Segmentation
We’re excited to introduce the new “Cues” feature, which allows knowledge content to be tagged for selective consideration by the Crescendo CX Assistant. This is particularly useful for enterprise customers who need the assistant to handle complex, branched conversations on different topics. The Cues feature ensures that the assistant provides contextually accurate answers based on the specific topic being discussed.
For example, one of our CX Assistant deployments is handling questions on events in two different locations that have some common shared KB content but the two events have some unique KB content. With the Cues feature, one CX Assistant can confidently answer questions on either event by segmenting the KB content.
Ready for the Future?
All these capabilities are available immediately, and we are excited to continue working with our customers and partners to bring GenAI technology into the enterprise CX market.
