{"id":52371,"date":"2024-10-16T18:57:24","date_gmt":"2024-10-16T15:57:24","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=52371"},"modified":"2026-03-28T06:46:37","modified_gmt":"2026-03-28T03:46:37","slug":"avaya-helps-transcom-eliminate-language-barriers-in-customer-service-with-an-ai-powered-real-time-translation-solution","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/avaya-helps-transcom-eliminate-language-barriers-in-customer-service-with-an-ai-powered-real-time-translation-solution\/","title":{"rendered":"Avaya helps Transcom eliminate language barriers in customer service with an AI-powered real-time translation solution"},"content":{"rendered":"\n<ul class=\"wp-block-list\">\n<li><em>Implemented in partnership with Sabio Group, the real-time translation solution can enable contact center agents worldwide to converse with customers in over 100 languages.\u00a0<\/em><\/li>\n\n\n\n<li><em>Solution integrates real-time translation and conversational AI tools with an Avaya Experience Platform contact center core.<\/em><\/li>\n\n\n\n<li><em>Estimates predict that by levering AI-powered real-time translation, brands will be able to reduce customer service costs by 25%, or as much as 65% depending on the markets and use cases.<\/em><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>GITEX Global \u2013 Dubai, United Arab Emirates \u2014 October 16, 2024 \u2013&nbsp;<\/strong>Transcom, a leading global customer service provider, has partnered with Avaya, a global leader in enterprise CX, and Sabio Group to create an AI-powered, real-time translation solution that can enable contact center agents from anywhere in the world to converse with customers in over 100 languages.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The solution, underpinned by the Avaya Experience Platform and integrated by Sabio, an expert services partner specializing in CX transformation, represents a significant step forward for the BPO industry. It enables Transcom to recruit agents based on their knowledge rather than their language skills, creating new levels of scalability when it comes to building skilled workforces capable of delivering outstanding CX.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIn our industry, recruiting enough agents to support our global markets is sometimes challenging. And if we do, hiring and retaining them is often costly. Working with Avaya and Sabio, we\u2019re empowering agents worldwide to offer high-quality customer service in every required language for our clients,\u201d said Jakob Westgren, Senior VP &#8211; Head of IT Products and Partners, Transcom.\u00a0\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The solution integrates real-time translation and conversational AI tools with an Avaya Experience Platform contact center core. Speech-to-text and text-to-speech AI technology are paired with multiple translation engines and custom dictionaries to create real-time voice translation, eliminating language barriers between agents and customers.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe open APIs in the Avaya Experience Platform enabled us to integrate the Transcom Translation framework. When deployed, the solution is seamlessly integrated into core business, customer experience,\u00a0and operational quality assurance processes. With such an obvious real-world outcome, this technology integration really becomes a differentiator,\u201d said Westgren.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In addition, Transcom estimates have shown that the solution can provide clients serving customers in multiple languages with a significantly reduced total cost of ownership. \u201cWith real-time voice translation, we believe we can reduce costs for these types of clients by 25%, or as much as 65%, depending on the use cases and markets,\u201d said Westgren<strong>.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cameron Thomson, Group Vice President\u2014EMEA, Avaya, said: \u201cThis is an exciting solution that leverages the power of AI and open platform APIs to eliminate language barriers between agents and customers. As a result, it\u2019s changing the BPO game, and we couldn\u2019t be more proud to be supporting that transformation.\u201d\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Rob Scutchings, Sabio&#8217;s Chief Technology Officer, added, \u201cThis market-leading solution showcases the transformative power of AI. By integrating cutting-edge speech transcription and real-time language translation capabilities with Avaya&#8217;s robust platform, we&#8217;re not just breaking down language barriers\u2014we&#8217;re redefining the possibilities of global customer service.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThis project exemplifies Sabio&#8217;s commitment to driving CX transformation through innovative technology integration. We&#8217;re thrilled to collaborate with Transcom and Avaya on this initiative, which we believe marks the beginning of a strategic partnership where Sabio is the \u2018go-to partner\u2019 for these high-value technology enhancements.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cOur expertise in CX transformation, combined with Transcom&#8217;s industry leadership and Avaya&#8217;s advanced platform, creates a powerful synergy that will continue to push the boundaries of what&#8217;s possible in customer service delivery.&#8221;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The solution deployed by Transcom is on display at Avaya\u2019s stand at GITEX Global 2024. Avaya\u2019s participation in GITEX Global is in partnership with Sestek, Cognigy, and additional technology partners.\u00a0Source: Avaya Newsroom<\/p>\n","protected":false},"excerpt":{"rendered":"<p>GITEX Global \u2013 Dubai, United Arab Emirates \u2014 October 16, 2024 \u2013&nbsp;Transcom, a leading global customer service provider, has partnered with Avaya, a global leader in enterprise CX, and Sabio Group to create an AI-powered, real-time translation solution that can enable contact center agents from anywhere in the world to converse with customers in over [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":20090,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"","_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_pr_autopilot_social_copy":"","_yoast_wpseo_opengraph_title":"","_yoast_wpseo_opengraph_description":"","_yoast_wpseo_opengraph_image":"","_yoast_wpseo_opengraph_image_id":0,"_yoast_wpseo_twitter_title":"","_yoast_wpseo_twitter_description":"","_yoast_wpseo_twitter_image":"","_yoast_wpseo_twitter_image_id":0,"_yoast_wpseo_primary_category":449,"_extra_hide_author_box":"","_extra_featured_post":"","_partner_post_id":0,"footnotes":""},"categories":[449,396],"tags":[],"class_list":["post-52371","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ai","category-social-media","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"<!-- 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