At GITEX Global, Transcom, a global customer service provider, joined forces with Avaya, a leader in enterprise customer experience solutions, and Sabio Group to roll out an AI-powered, real-time translation tool. This solution allows contact center agents to communicate with customers in over 100 languages, no matter where they are located.
In collaboration with Sabio Group, the new real-time translation solution aims to enable contact center agents from across the globe to engage with customers in over 100 languages seamlessly. The solution combines advanced real-time translation and conversational AI capabilities with the Avaya Experience Platform at its core. It’s anticipated that leveraging AI-driven real-time translation could reduce customer service expenses by up to 25%, and in some cases, as much as 65%, depending on specific market needs.
Built on the Avaya Experience Platform and integrated by Sabio—experts in customer experience transformation—this development marks a major milestone for the business process outsourcing (BPO) sector. Transcom now has the flexibility to recruit agents based on their expertise rather than their language skills, opening up new opportunities to build skilled teams capable of delivering top-notch customer experiences on a global scale.
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“Our industry often faces challenges when trying to hire enough agents to meet the needs of all our international markets, and even when we do, it can be costly to keep them,” said Jakob Westgren, Senior Vice President – Head of IT Products and Partners at Transcom. “Thanks to our collaboration with Avaya and Sabio, we’re giving our agents worldwide the tools they need to deliver exceptional customer service in any language our clients require.”
This cutting-edge solution blends real-time translation technology with conversational AI tools, seamlessly integrating with the core Avaya Experience Platform contact center.
Utilizing AI-powered speech-to-text and text-to-speech features, alongside multiple translation engines and specialized dictionaries, the system ensures smooth, real-time voice translation, effectively bridging communication gaps between agents and customers.
“The flexibility of Avaya Experience Platform’s open APIs allowed us to create what we call the Transcom Translation framework,” said Westgren. “With this solution, we’re able to weave it into our essential business processes, customer interactions, and quality assurance protocols. This kind of integration offers a clear, tangible benefit and sets us apart in the market.”
Transcom’s own analysis reveals that this innovation can significantly lower the total cost of ownership for clients operating in multilingual environments. “We expect that real-time voice translation could cut costs for our clients by up to 25%, and in some scenarios, it might reach as high as 65% savings, depending on the specific cases and regions involved,” Westgren noted.
Cameron Thomson, Group Vice President for EMEA at Avaya, commented: “We’re excited about this breakthrough solution that uses AI and open platform APIs to remove language barriers in customer service. This technology is revolutionizing the BPO industry, and we’re proud to be a part of that evolution.”
Rob Scutchings, Chief Technology Officer at Sabio, added: “This innovative solution is a testament to AI’s transformative power. By integrating advanced speech recognition and real-time language translation into Avaya’s strong platform, we’re doing more than just breaking down language barriers—we’re expanding the reach and capabilities of global customer service.”
“This initiative truly represents Sabio’s dedication to advancing customer experience through technological innovation. We’re excited to work alongside Transcom and Avaya, setting the stage for what we see as the start of a strategic partnership. Sabio aims to become the preferred partner for these high-impact tech integrations, continually pushing the envelope in customer service innovation,” Scutchings said.
“Our combined expertise in customer experience transformation, together with Transcom’s leadership in the industry and Avaya’s cutting-edge platform, creates a synergy that will continue to redefine the standards of customer service,” he concluded.