Global customer service provider Transcom has partnered with Avaya and Sabio Group to create an AI-powered, real-time translation solution that can enable contact centre agents from anywhere in the world to converse with customers in over 100 languages.
The solution enablesTranscom to recruit agents based on their knowledge, rather than their language skills.
“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,” says Jakob Westgren, senior vice-president and head of IT products and partners at Transcom.
The solution integrates real-time translation and conversational AI tools with an Avaya Experience Platform contact centre 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,” says Westgren.
In addition, Transcom estimates 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,” says Westgren.
Cameron Thomson, group vice-president: EMEA at Avaya, says: “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.”
Rob Scutchings, chief technology officer at Sabio, comments: “This market-leading – and now award-winning – solution showcases the transformative power of AI. By integrating cutting-edge speech transcription and real-time language translation capabilities with Avaya’s robust platform, we’re not just breaking down language barriers – we’re redefining the possibilities of global customer service.
“This project exemplifies Sabio’s commitment to driving CX transformation through innovative technology integration. We’re thrilled to collaborate with both Transcom and Avaya on this initiative, which we believe marks the beginning of a strategic partnership where Sabio is the ‘go-to partner’ for these kinds of high-value technology enhancements.
“Our expertise in CX transformation, combined with Transcom’s industry leadership and Avaya’s advanced platform, creates a powerful synergy that will continue to push the boundaries of what’s possible in customer service delivery.”