Revolutionizing Customer Service: How Transcom and Avaya are Breaking Language Barriers with AI Translation

Introduction

DUBAI, United Arab Emirates, October 15, 2024—At GITEX Global, Transcom, a leading global customer service provider, has formed a partnership with Avaya, a pioneer in enterprise customer experience (CX), and Sabio Group to launch an AI-powered real-time translation solution. This innovative technology allows contact center agents worldwide to communicate with customers in over 100 languages.

Key Features of the Solution

• Global Communication: This solution enables agents from any location to converse seamlessly with customers, overcoming language barriers.
• Integration with Avaya: The system combines real-time translation and conversational AI within the Avaya Experience Platform, enhancing the core contact center operations.
• Cost Reduction: Initial estimates suggest that leveraging this AI-powered translation can lead to a 25% to 65% reduction in customer service costs, depending on specific markets and use cases.

Impact on Recruitment and Scalability

This partnership allows Transcom to recruit agents based on their expertise rather than their language skills, which enhances scalability in building proficient workforces capable of delivering exceptional CX.

Jakob Westgren, Senior VP at Transcom, stated, "In our industry, recruiting enough agents to support global markets can be challenging and costly. Our collaboration with Avaya and Sabio empowers agents to deliver high-quality customer service in every required language."

Technical Integration

The solution utilizes speech-to-text and text-to-speech AI technology, paired with various translation engines and custom dictionaries, to provide real-time voice translation. This integration is crucial for eliminating language barriers in customer service.

Cameron Thomson, Group VP at Avaya, emphasized, "This exciting solution leverages the power of AI and open platform APIs to transform the BPO landscape."

Future Prospects

According to Rob Scutchings, CTO at Sabio, this leading-edge solution exemplifies the transformative potential of AI in customer service. The collaboration between Transcom, Sabio, and Avaya is set to redefine global customer service possibilities.

The innovative solution is currently showcased at Avaya’s stand during GITEX Global 2024.

About the Partners

• Transcom provides AI-enhanced CX services for over 300 global clients, employing over 30,000 staff across 29 countries.
• Sabio Group specializes in CX transformation, blending digital and human interactions to optimize customer journeys.
• Avaya focuses on delivering innovative solutions that enhance business engagements and customer experiences.