PartnerHero
PartnerHero is a CX outsourcing company that combines human support teams with proprietary Augmented AI tooling. Founded in 2014 in Boise and acquired by Crescendo AI in October 2024, it serves mid-market and enterprise customers across eCommerce, Edtech, Fintech, Food+Delivery, Health+Wellness, SaaS, and Connected Devices.
- Company typePrivate
- Founded2014
- HeadquartersBoise, United States
- Headcount1,001–5,000
- GTM typeB2B
- OfferingServices
PartnerHero firmographics
Firmographics- Name
- PartnerHero
- Legal name
- Partner Hero Inc.
- Website
- https://partnerhero.com
- Company type
- Private
- Founded year
- 2014
- Operating status
- Acquired
- Headcount range
- 1,001–5,000 employees
- Short description
- PartnerHero is a CX outsourcing company that combines human support teams with proprietary Augmented AI tooling. Founded in 2014 in Boise and acquired by Crescendo AI in October 2024, it serves mid-market and enterprise customers across eCommerce, Edtech, Fintech, Food+Delivery, Health+Wellness, SaaS, and Connected Devices.
- Ownership category
- akta.pro rank
PartnerHero industry classification
Industry- Product category
- Customer Support Outsourcing / Business Process Outsourcing (BPO)
- NAICS
- Telephone Call Centers (56142), Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)
- SIC
- Services-Help Supply Services (7363), Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Consulting Services (8742)
- akta.pro primary industry
- Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN)
- akta.pro secondary industries
- AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK), Customer Experience (CX) & Digital Experience (BPAHAEAC)
Keywords
Where PartnerHero is headquartered
LocationHeadquarters
- HQ city
- Boise
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
PartnerHero business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure
Revenue model
- Managed CX Services: Full-service customer support outsourcing combining professional CX teams with AI technology. Includes 24/7 coverage, quality guarantee, and outcome-based pricing. Services are fully managed end-to-end.
- AI-Powered Support Solutions: Technology-enabled customer support leveraging proprietary AI tools including Omnichannel AI, Agentic AI, and Crescendo Co-Pilot for enhanced efficiency.
- Outcome-Based Pricing: Pricing model where costs and outcomes are aligned, with specific metrics like CSAT and resolution rates tied to pricing. Reduces costs while increasing quality.
- Professional Services: Implementation, training, and consulting services for AI deployment including knowledge exchange, training and testing, and launch support.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Outcome Based/ Performance | Monthly | AI Assisted CX - Human-led support with AI assistance |
| Subscription | Monthly | Fully Managed CX - Complete AI + human solution |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels9 records
PartnerHero product offering
Product offeringCore offering
PartnerHero delivers fully managed, 24/7 outsourced customer experience (CX) teams augmented by proprietary AI technology under its "Augmented AI" framework, combining human empathy with generative AI, Agentic AI, omnichannel automation, and 100% automated QA across email, chat, social, and voice. Service is sold on outcome-based pricing with a quality guarantee, supported by implementation, training, and knowledge exchange professional services.
Product overview
PartnerHero is a customer operations platform offering a unified solution combining human CX teams with AI technology. The core portfolio includes Customer Support Outsourcing with 24/7 AI-assisted professional teams, the flagship Augmented AI offering (powered by Crescendo following the 2024 acquisition), Omnichannel AI for multi-channel response delivery, Insights + Reporting for interaction scoring, Human-in-the-loop for quality oversight, and Apps + Integrations for connecting to existing systems. Key solutions include Agentic AI, Knowledge Management, and Managed Services. The company has expanded through strategic acquisitions: SupportOps (Zendesk services), Summatti (conversation intelligence), and ElevateCX (CX community), all integrated into the broader platform.
Differentiator
Problem solved
Functional benefit
Brands
- Augmented AI: Combined offering of PartnerHero's outsourcing expertise and Crescendo's AI technology for customer support solutions
Products and services
- Customer Support Outsourcing Fully managed 24/7 outsourced customer support combining professional CX teams with Crescendo AI assist technology, 100% automated QA, and outcome-based pricing for mid-market and enterprise brands.
- Augmented AI Flagship combined offering integrating Crescendo's augmented-AI technology with PartnerHero's human CX teams for end-to-end customer support; includes Omnichannel Agentic AI, Crescendo Co-Pilot, 100% automated QA, and outcome-based pricing.
- Managed Services End-to-end management of customer support operations including hiring, training, knowledge exchange, launch support, and ongoing optimization, delivered under a quality guarantee.
- Knowledge Management Managed services for organizing, maintaining, and optimizing customer knowledge bases that power both AI-generated responses and human agents across support channels.
- AI Trust & Safety Moderation Combined AI and human content moderation service addressing trust & safety challenges including scaling operations, handling nuanced cases, and crisis management for platforms and consumer internet companies.
- Humanize for Shopify 24/7 AI + human customer support offering for Shopify merchants, designed to make outsourced CX accessible and affordable for small and growing e-commerce brands.
Quantifiable outcome
- +50% instant resolutions for Webconnex event management platform
- +3 more outcomes
Companies that use PartnerHero
Customer profileNamed customers12 records
Segments7 records
Ideal customer profiles2 records
PartnerHero technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
AI capability10 records
Feature9 records
PartnerHero partnerships and signals
Strategic signalPartnerships
One partnership is on record.
- Crescendo AIcoreIn October 2024, Crescendo AI acquired PartnerHero to create the first fully integrated people + AI Customer Support solution. Crescendo is creators of the first augmented-AI CX platform. The combined companies aim to disrupt a half trillion dollar plus market opportunity. PartnerHero is now 'powered by Crescendo' and uses Crescendo's advanced AI technology including Co-Pilot, Agentic AI, and Omnichannel AI capabilities.
Scale indicators6 records
Recent moves7 records
Expansion highlights6 records
PartnerHero competitors and assessment
Company assessmentDirect peers
- Concentrix: Global CX and BPO provider (post-Concentrix+TTEC combination) serving enterprise clients in tech, fintech, eCommerce, and connected devices. Directly competes with PartnerHero for mid-market and enterprise CX outsourcing RFPs, including AI-augmented delivery programs.
- TTEC: Customer experience technology and services company (TTEC Digital + TTEC Engage) that pairs CX software with human delivery. Comparable to PartnerHero's combined Crescendo/PartnerHero services-plus-AI model.
- TaskUs: Digital outsourcing and CX provider serving social-media, fintech, eCommerce, and SaaS customers. Closest pure-play comparable to PartnerHero on mid-market enterprise focus, content-moderation offerings, and offshore (Philippines) delivery model.
- Foundever: Global CX outsourcing provider (formerly Sitel Group) offering omnichannel customer experience management across verticals including tech, retail, and fintech. Direct competitor to PartnerHero in mid-market and enterprise CX outsourcing deals.
- Teleperformance: Largest global CX/BPO outsourcer with omnichannel customer support across 80+ countries. Directly comparable to PartnerHero in business model (managed CX services for enterprise) and target verticals (digital, eCommerce, fintech), though at vastly larger scale.
Emerging players
- SupportLogic: AI-native CX analytics and voice-of-customer platform. Closely comparable to the Summatti conversation-intelligence capability PartnerHero acquired, addressing the same 'score every interaction' use case.
- Cresta: AI-native contact-center intelligence platform providing real-time agent assist and autonomous AI agents. Comparable to PartnerHero's Agentic AI and Crescendo Co-Pilot capabilities, but delivered as pure software without PartnerHero's human-in-the-loop services layer.
- Ada: AI agent platform for customer service automation focused on deflection and self-service. Represents the software-only path that competes with PartnerHero's services-plus-AI model for the same enterprise CX budget.
Broad incumbents
- Zendesk: Customer service software platform (now private under Hellman & Friedman) with broad CX suite including messaging, voice, and AI agents. Comparable as a CX platform ProviderHero's technology stack integrates with, and competes with for budget allocation in enterprise CX transformation.
- Intercom: AI-first customer service platform combining help desk, AI agent (Fin), and proactive support tooling. Competes with the Crescendo/PartnerHero AI stack for SaaS and DTC CX software budgets, though without PartnerHero's human services layer.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
PartnerHero social profiles
Digital presencePartnerHero financial estimates
Financial estimateRevenue estimate
Valuation estimate
PartnerHero leadership team
Management profileNumber of profiles
Profiles2 records
PartnerHero subsidiaries and ownership
Company hierarchySubsidiaries3 records
PartnerHero funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
PartnerHero M&A and investment
M&A and investmentM&A3 records
Investments1 record
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about PartnerHero
What does PartnerHero do?
PartnerHero delivers fully managed, 24/7 outsourced customer experience (CX) teams augmented by proprietary AI technology under its "Augmented AI" framework, combining human empathy with generative AI, Agentic AI, omnichannel automation, and 100% automated QA across email, chat, social, and voice. Service is sold on outcome-based pricing with a quality guarantee, supported by implementation, training, and knowledge exchange professional services.
Is PartnerHero a public or private company?
PartnerHero is a private company. It is classified as corporate owned and is currently acquired.
When was PartnerHero founded?
PartnerHero was founded in 2014. It employs 1,001 to 5,000 people.
Where is PartnerHero based?
PartnerHero is headquartered in Boise, United States, in the North America region.
How does PartnerHero make money?
Four revenue lines are on record. Managed CX Services are the primary driver. The others are AI-Powered Support Solutions, outcome-Based Pricing and professional Services.
Who are PartnerHero's main competitors?
Direct peers on record are Concentrix, TTEC, TaskUs, Foundever and Teleperformance. Emerging players are SupportLogic, Cresta and Ada. Broad incumbents are Zendesk and Intercom.
Does PartnerHero have an API?
No public API is recorded for PartnerHero.
What industry is PartnerHero in?
PartnerHero's product category is Customer Support Outsourcing / Business Process Outsourcing (BPO). Its primary akta.pro industry code is BPAAABAN, Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations, with a secondary code of EDABACAO, AI & Automation in Customer Service (Chatbots, Agent Assist). Its NAICS code is 56142 and its SIC code is 7363.