Transcom, a global leader in customer service, has partnered with Avaya and Sabio Group to launch an award-winning AI-powered real-time translation solution that enables contact center agents to communicate with customers in over 100 languages, regardless of their location. The solution, built on the Avaya Experience Platform and integrated by Sabio, allows Transcom to hire agents based on expertise rather than language proficiency, enhancing scalability and the quality of customer service.
Jakob Westgren, Senior VP at Transcom, highlighted the impact: “It can be difficult and expensive to find enough agents to support all our global markets. With Avaya and Sabio, we’ve developed a solution that empowers agents to provide high-quality service in any language.”
This technology integrates real-time translation and conversational AI tools, including speech-to-text and text-to-speech capabilities, alongside custom dictionaries, to enable real-time voice translation between agents and customers. The open APIs in the Avaya Experience Platform allow seamless integration into Transcom’s business processes, driving operational efficiency and customer experience.
Transcom’s innovative solution won the ‘Best Use of AI Award’ at GITEX Global 2024 in Dubai. The company estimates that clients serving multilingual markets can reduce costs by 25% to 65% using the new technology.
Cameron Thomson, Group VP of Avaya EMEA, praised the breakthrough: “This AI-powered solution is changing the game for the BPO industry, removing language barriers between agents and customers.” Rob Scutchings, CTO of Sabio, added: “We’re not just eliminating language barriers—we’re redefining the future of global customer service with this transformative solution.” This groundbreaking technology is on display at Avaya’s booth during GITEX Global 2024, showcasing its potential for reshaping customer service across industries.
