Transforming Customer Service: Avaya's AI Translation Solution

Breaking Language Barriers in Customer Service

Avaya, a renowned leader in enterprise customer experience (CX), has joined forces with Transcom, a prominent global customer service provider, and Sabio Group to unveil an innovative AI-powered translation solution. This breakthrough technology is designed to help contact center agents anywhere in the globe interact with customers in over 100 different languages, paving the way for truly inclusive customer service.

The Need for Effective Communication

Enhancing Recruitment Strategies

In today's competitive landscape, the challenge of hiring skilled customer service agents often comes down to language capabilities. Transcom recognizes that focusing solely on language proficiency can limit their recruitment pool. The collaboration with Avaya and Sabio shifts this paradigm, enabling Transcom to employ agents based on their expertise rather than their linguistic abilities. This transformative approach not only simplifies hiring processes but also enhances scalability within the workforce.

Real-Time Translation Technology

The AI translation solution operates flawlessly through the Avaya Experience Platform. It seamlessly integrates advanced real-time translation capabilities and conversational AI tools into the contact center's core operations. By utilizing sophisticated speech-to-text and text-to-speech AI technology combined with custom dictionaries, the system provides real-time voice translation, effectively bridging communication gaps between agents and customers.

Cost Efficiency through Innovation

Cost management continues to be a pivotal concern for businesses operating in multilingual environments. Transcom’s initial estimates suggest that implementing this innovative solution can drastically reduce operational costs, potentially by 25% to 65% depending on specific use cases and market needs. This cost efficiency is not just a financial boon; it also opens doors for businesses to expand their service offerings across different regions without the steep overhead associated with extensive hiring.

Comments from Key Leadership

Voices from Transcom and Avaya

Jakob Westgren, Senior VP at Transcom, emphasized the company’s commitment to overcoming recruitment challenges through this partnership. He stated, “By empowering agents globally, we’re paving the way for exceptional customer service in all required languages.” Meanwhile, Cameron Thomson, Group VP at Avaya, pointed out that this development is set to revolutionize the BPO sector, making significant strides toward eliminating language barriers and enhancing CX.

Partnership Goals and Vision

Rob Scutchings, CTO at Sabio Group, echoed these sentiments, highlighting how this transformative technology showcases the possibilities of AI within the customer service realm. The collaborative effort aims to not only break down language barriers but also to redefine the standards of customer care by providing seamless, interactive experiences. The synergy from combining Sabio's sector expertise, Transcom's leadership, and Avaya’s advanced solutions intends to push the boundaries of customer service capabilities.

Showcasing Innovation at GITEX Global

The pioneering solution is currently being showcased at Avaya’s exhibition during GITEX Global 2024. This tech event serves as a fitting platform to highlight such advancements in customer service technology, underlining the importance of communication in an increasingly interconnected world.

The Future of Customer Experience

Transcom, as a company dedicated to enhancing customer experience, is now positioned to offer unrivaled support to over 300 clients across various industries. With a workforce of more than 30,000 employees spread across 29 countries, Transcom is not just preparing for the future; it is actively shaping it. Their commitment to innovative solutions ensures they remain a key player in providing outstanding customer interactions.

Frequently Asked Questions

What is the main feature of Avaya's new solution?

The primary feature of Avaya's AI-powered solution is real-time voice translation, enabling customer service agents to communicate in over 100 languages.

How does this solution affect hiring processes for Transcom?

The solution allows Transcom to hire agents based on expertise rather than language skills, expanding their recruitment capabilities tremendously.

What cost efficiencies can businesses expect?

Businesses could reduce costs by 25% to 65% when employing this solution in multilingual environments, depending on their specific use cases.

What are the implications for customer service quality?

This technology enhances the quality of customer service by providing seamless communication, which is crucial in delivering exceptional customer experiences.

Where can I see the solution showcased?

The AI-powered translation solution is currently on display at Avaya’s stand during GITEX Global 2024, demonstrating its innovative capabilities to a broader audience.

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