Crescendo Taps Amazon Nova Sonic to Bring Human‑Grade Voice AI to CX

Crescendo is turning up the volume on Voice AI. In a significant move that signals the growing maturity of conversational AI, Crescendo has partnered with Amazon’s Nova Sonic to deliver always-on, human-like voice support for customer service. The integration enables Crescendo’s platform to provide real-time, emotionally nuanced responses to phone calls—at scale and without delay. 

As enterprises seek to replace legacy IVR systems with smarter, more natural interactions, this partnership marks a significant step toward truly autonomous, AI-powered voice experiences.

The News: A Fully Embedded Voice Experience

The heart of this announcement lies in Crescendo’s ability to fuse Amazon’s state-of-the-art speech-to-speech technology with its own AI-native support infrastructure. Nova Sonic, which combines speech recognition, understanding, and generation into a single low-latency pipeline, was built by Amazon to enable end-to-end voice interactions without routing through traditional text-based natural language processing.

By embedding this into its contact center infrastructure, Crescendo enables brands to offer real-time voice support that not only mimics human inflection and tone but also understands noisy environments, deciphers accents, and adjusts speech speed in the flow of conversation. This level of nuance positions voice AI closer to parity with human agents than previous speech systems could allow.

Through this deployment, Crescendo allows enterprises to bypass the burden of building their own models or stringing together complex third-party APIs. Businesses can instead activate a ready-to-scale voice automation layer, powered by Amazon but fine-tuned and orchestrated by Crescendo.

“Nova Sonic delivers real-time voice conversations that are fast, natural, and highly accurate, even when callers speak with diverse accents or in noisy environments.” 

Matt Price

Crescendo CEO

His comments reflect the growing frustration across industries where voice remains a key support channel but one plagued by outdated IVR systems and frustrating delays.

From Amazon’s side, Eshan Bhatnagar, Director and Head of Product for AGI, expressed enthusiasm about Nova Sonic’s broader utility. 

“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” 

Eshan Bhatnagar

Crescendo CEO

Framing the collaboration as part of Amazon’s larger vision for intelligent, responsive engagement.

What's Next

This partnership arrives at a critical moment when enterprises are racing to modernize their customer service operations. Voice, while often neglected in AI roadmaps, remains a primary channel for resolving high-stakes customer concerns—particularly in banking, insurance, healthcare, and telecommunications. The problem has always been scalability: traditional voice agents are expensive, inconsistent, and prone to burnout, while early AI-driven voice bots often sounded robotic, slow, or poorly contextualized.

Crescendo’s approach offers a potential solution to both issues. Nova Sonic provides the voice engine, but Crescendo wraps that capability with orchestration tools that manage session continuity, decision-making, and real-time agent escalation. That means if the AI fails to resolve a problem, it can hand the call off to a human agent—without the customer needing to start from scratch. From a CX perspective, that’s the difference between automation that frustrates and automation that enhances.

Moreover, the integration builds on Crescendo’s already robust multi-modal support suite, which includes AI-powered chat, messaging, image analysis, and agent-assist tools. In bringing voice up to the level of these other channels, Crescendo is pushing toward a truly unified experience across formats.

Key Capabilities Unlocked by the Integration

• Real-time, natural-sounding voice conversations with low-latency responses powered by Nova Sonic
• Robust performance in noisy environments and across regional accents and dialects
• Seamless escalation from AI to live agents, preserving conversational context and tone
• End-to-end orchestration layer that allows enterprises to configure routing, analytics, and agent-assist workflows around voice
• Plug-and-play deployment of speech AI without needing to custom-build or fine-tune models in-house

Our Take

This isn’t a flashy product announcement, and that’s what makes it essential. There’s no smoke and mirrors here—Amazon built the model, and Crescendo is now executing a thoughtful deployment of it. That level of clarity is rare in a space often crowded with vaporware and half-baked integrations.

What Crescendo has done is strategically significant. Rather than reinventing the wheel, the company is anchoring its voice offering in a best-in-class foundation model and layering on orchestration, escalation, and analytics to deliver enterprise-grade results. It’s a classic case of platform leverage—Crescendo is betting that its strength lies not in creating voice models, but in enabling enterprises to use them effectively.

Still, there are caveats. The success of this integration will hinge on execution at scale. How well does Nova Sonic hold up under real-world conditions? Can Crescendo manage call volumes for Fortune 100 clients while preserving quality and latency? And what are the privacy implications of streaming real-time voice data through Amazon’s infrastructure?

Despite these open questions, the direction is clear. Crescendo is leaning into voice with conviction, and they’re doing it in a way that respects the intelligence of enterprise buyers. This is not about chasing buzz—it’s about solving one of CX’s longest-standing pain points with a real, scalable solution.