The Gold IMPACT Award recognizes Crescendo for redefining AI-powered customer experience and delivering measurable impact across customer support operations
Crescendo, the only AI-Native customer experience solution built to run CX as one unified system, today announced that it has won the Gold award for Excellence in CCaaS and Customer Service in CMSWire’s 2026 IMPACT Awards. Presented by CMSWire, a leading publication covering digital customer experience, the award honors vendors for the strength of their products, platforms, and the impact they deliver for customers. Crescendo joins past honorees, including NiCE, Twilio, and CSG.
Multimodal AI Redefines Customer Engagement
Crescendo’s Multimodal AI was recognized for introducing a new model for AI-powered customer engagement, enabling customers to speak, type, and share images or documents without losing context or switching channels. Unlike legacy systems that layer AI onto rigid workflows, Multimodal AI lets voice, text, and visual inputs coexist naturally within a single conversation, reducing friction and enabling fast, accurate resolutions.
“The CMSWire IMPACT Award recognizes vendors who don’t just innovate but deliver, and Crescendo clearly does both,” said Tim Harnett, Awards Director at CMSWire. “Its AI-native architecture, multimodal interaction capabilities, and demonstrated customer outcomes make it one of the most compelling examples of a modern customer experience platform that’s built to continuously evolve and improve workflows over time.”
From Architecture to Impact
This recognition reflects the measurable outcomes delivered by Crescendo’s AI-Native architecture. Over the past year, the company has helped global brands improve service speed, scale support without additional headcount, and deliver more consistent customer experiences during peak demand.
With Crescendo, response times have dropped from hours to seconds, CSAT scores are rising, and the volume of inquiries handled has increased significantly. For organizations balancing efficiency, accuracy, and brand experience, these results demonstrate that customer service can scale without sacrificing quality or authenticity.
“Customer experience doesn’t get transformed by bolting AI onto broken systems – it needs to be built from the bottom up. That’s what we did with Crescendo, and this award reflects the results. AI-native platforms aren’t the future of customer experience; they’re the present, and the industry is now catching up. Every enterprise that hasn’t made the shift is already behind,” said Matt Price, CEO and co-founder of Crescendo.
Leading the AI-Native Shift
As enterprises move away from retrofitted AI solutions, demand for truly AI-native platforms is accelerating, and Crescendo is well-positioned to meet it. The CMSWire Gold IMPACT Award is a marker of where enterprise customer experience is heading.
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