Dubai, United Arab Emirates – October 15, 2024 – Transcom, a global leader in customer service, has partnered with Avaya and Sabio Group to create a groundbreaking AI-powered solution that enables contact center agents to converse with customers in over 100 languages.
This innovative technology, powered by Avaya’s Experience Platform and integrated by Sabio, represents a significant leap forward for the BPO industry. It empowers Transcom to recruit agents based on their skills and knowledge, rather than their language proficiency, offering unparalleled scalability and flexibility.
“In today’s globalized world, language barriers can be a significant obstacle to providing exceptional customer service,” said Jakob Westgren, Senior VP – Head of IT Products and Partners at Transcom. “Our partnership with Avaya and Sabio has allowed us to break down these barriers, enabling our agents to connect with customers in their preferred language, regardless of their own linguistic abilities.”
The solution seamlessly integrates real-time translation and conversational AI tools with Avaya’s contact center core. Speech-to-text and text-to-speech AI technology, combined with multiple translation engines and custom dictionaries, enables real-time voice translation, ensuring a seamless and natural interaction between agents and customers.
“This technology is a game-changer for the BPO industry,” said Cameron Thomson, Group Vice President – EMEA at Avaya. “By leveraging the power of AI and open platform APIs, we are eliminating language barriers and empowering businesses to deliver exceptional customer experiences on a global scale.”
In addition to enhancing customer satisfaction, the solution offers significant cost savings for businesses serving customers in multiple languages. Transcom estimates that clients can reduce their total cost of ownership by up to 65%, depending on their specific use cases and markets.
“This solution is not just about technology; it’s about empowering businesses to achieve their goals,” said Rob Scutchings, Chief Technology Officer at Sabio. “By combining our expertise in CX transformation with Avaya’s advanced platform and Transcom’s industry leadership, we are creating a powerful synergy that will redefine the possibilities of customer service delivery.”
The solution deployed by Transcom is on display at Avaya’s stand at GITEX Global 2024. Avaya and Sabio are also hosting a webinar on Tuesday, October 22nd, where attendees can learn more about the real-time translation project and its implications for the BPO industry.
