Contact centers are, by definition, inherently noisy places. Just at the time customers and agents need to be able to understand each other clearly, background noise often lead to having to repeat information, misunderstandings and precious minutes added on to average handle times. Similarly, heavier accents from either party can lead to misunderstandings, particularly when agents and customers are located in different countries. Regarding both scenarios here – background noise and accents – technology can bring about solutions that mitigate such hurdles.
Enter Sanas, a provider of real-time accent translation technology. Sanas recently announced a partnership with healthcare business process outsourcing (BPO) company Everise, as well as another new partnership with customer experience solutions provider Five9.
Everise supports 200,000+ customer experiences annually (in 32 languages and across eight strategic markets, to boot). As part of this partnership within the healthcare service space, Everise will integrate Sanas’ Real-Time Accent Translation into its suite of customer experience solutions.
Five9 facilitates billions of call minutes annually and provides digital solutions to improve customer service and support contact center agents. Sanas’ Real-Time Accent Translation is now available on the Five9 CX Marketplace, helping organizations access AI-powered technology that enables agents to communicate naturally while the technology adapts their accents to ensure clarity and ease of understanding for the customer.
In addition to the new partnerships, Sanas also announced the general availability of Noise Cancellation, a complementary solution for contact centers globally. With a one-click download, Noise Cancellation integrates with existing systems. The solution enables contact centers to save on operational costs, eliminate background noise and voice during customer calls and boost agent confidence and performance.
“Since the launch of Real-Time Accent Translation 18 months ago, our product adoption has gained remarkable traction –– today, more than 30,000 agents worldwide leverage Sanas’ technology to improve their day-to-day customer interactions,” said Sharath Keshava Narayana, cofounder & COO of Sanas. “Additionally, 100,000 agents are already enrolled in Noise Cancellation, which just went into general availability. Thanks to our continued momentum from widespread adoption, Sanas has quickly scaled from zero to $12 million in ARR –– a rare achievement at this stage. This is only the beginning for us, and we’re excited for what’s to come.”
