Transcom has partnered with Avaya, a global leader in enterprise CX, and Sabio Group to create an AI-powered, real-time translation solution that can enable contact center agents from anywhere in the world to converse with customers in over 100 languages.
The solution, underpinned by the Avaya Experience Platform and integrated by Sabio, an expert services partner specializing in CX transformation, represents a significant step forward for the BPO industry, enabling Transcom to recruit agents based on their knowledge, rather than their language skills. This creates new levels of scalability when it comes to building skilled workforces capable of delivering outstanding CX.
“In our industry, it is sometimes challenging to recruit enough agents to support all our global markets. And if we do, it’s often costly to hire and retain them. Working with Avaya and Sabio, we’re empowering agents around the world to offer high-quality customer service in every required language for our clients,” said Jakob Westgren, Senior VP – Head of IT Products and Partners, Transcom.
The solution integrates real-time translation and conversational AI tools with an Avaya Experience Platform contact center core. Speech-to-text and text-to-speech AI technology are paired with multiple translation engines and custom dictionaries to create real-time voice translation, eliminating language barriers between agents and customers.
“The open APIs present in Avaya Experience Platform enabled us to integrate what we call the Transcom Translation framework. This means that, when deployed, the solution is seamlessly integrated into core business, customer experience, and operational quality assurance processes. This technology integration, with such an obvious real-world outcome, really becomes a differentiator,” said Westgren.
In addition, Transcom estimates have shown that the solution can provide clients serving customers in multiple languages with a significantly reduced total cost of ownership. “With real-time voice translation, we believe we can reduce costs for these types of clients by 25%, or as much as 65%, depending on the use cases and markets,” said Westgren.
Cameron Thomson, Group Vice President – EMEA, Avaya, said: “This is an exciting solution leveraging the power of AI, and open platform APIs, to eliminate language barriers between agents and customers. As a result it’s changing the BPO game, and we couldn’t be more proud to be supporting that transformation.”