Facility contact center Transcom has partnered with Avaya and Sabio Group to develop an AI-powered real-time speech translation solution. The solution enables contact center agents to converse with customers in over 100 languages. Depending on use cases and markets, the TCO of customer contact could be reduced by 25 to 65 percent.

 

The solution, powered by the Avaya Experience Platform and integrated by Sabio, represents a significant step forward for the BPO industry and enables Transcom to recruit agents based on their knowledge rather than their language skills, says Sabio. This creates a new level of scalability when it comes to building a skilled workforce capable of delivering excellent CX. The solution enables agents to provide high-quality customer service in any language, anywhere in the world.

TCO reduction from 25 to 65 percent

The solution integrates real-time translation and conversational AI tools with the Avaya Experience Platform. Speech-to-text and text-to-speech AI technology is paired with multiple translation engines and custom dictionaries to create real-time speech translation. Transcom expects the solution, which earlier this week won the ‘Best Use of AI Award’ at the GITEX Global international conference in Dubai, to significantly reduce total cost of ownership. Transcom claims that real-time speech translation can reduce TCO by 25% to 65%, depending on use cases and markets. (Sabio)

Technology Wise, Transcom