The Brief: Transcom has partnered with Avaya and Sabio Group to introduce an AI-powered real-time translation solution. This innovative platform, built on the Avaya Experience Platform, allows contact center agents to converse with customers in over 100 languages. Integrated with advanced speech-to-text, text-to-speech, and conversational AI tools, the solution eliminates language barriers and enables companies to hire agents based on expertise rather than language skills. Sabio Group, a specialist in CX transformation, played a pivotal role in the integration process.
The new solution improves scalability and offers cost-saving benefits, potentially reducing customer service costs by 25–65%, depending on market conditions.
Read full details of the announcement about this real-time translation solution at avaya.com.
Analyst Perspective: Avaya’s AI-powered real-time translation solution enhances Transcom’s ability to deliver seamless multilingual customer service. This solution combines speech-to-text, text-to-speech, and conversational AI tools, built on the Avaya Experience Platform and integrated by Sabio Group. It enables agents to communicate with customers in over 100 languages, improving the quality and reach of customer interactions.
This innovative technology supports scalable workforce models by allowing organizations to hire agents based on expertise rather than language proficiency. For businesses, it translates into operational flexibility, improved service delivery, and potential cost reductions of 25–65% depending on market conditions. The integration of custom dictionaries ensures accurate translations, providing users with reliable and efficient communication tools.
The introduction of Avaya’s AI-powered real-time translation solution is expected to bring notable cost-saving benefits to businesses relying on multilingual customer support. Estimates suggest that brands could reduce customer service costs by up to 25%, or as much as 65%, depending on market conditions and use cases. This reduction is achieved by lowering the need for extensive bilingual staffing and streamlining communication processes across various languages. The solution allows businesses to deploy agents more efficiently, offering global customer service at a fraction of the cost traditionally associated with multilingual support teams.
Integrating these advanced technologies enables businesses to maintain high levels of customer satisfaction while reducing their operational costs, ultimately improving their bottom line.
Sabio Group, an expert services partner specializing in customer experience (CX) transformation, played a critical role in integrating the AI-powered real-time translation solution into Transcom’s operations. Through its expertise, Sabio helped ensure the seamless integration of the solution with the Avaya Experience Platform, allowing for improved service delivery and operational quality assurance. Sabio’s contributions ensure that the solution supports real-world business applications, including customer experience processes and operational frameworks.
The integration of open APIs in the Avaya Experience Platform played a pivotal role in the success of this real-time translation solution. These APIs enabled Sabio Group to develop the Transcom Translation Framework, which was seamlessly incorporated into Transcom's core business processes. The integration ensures that the technology works effortlessly within Transcom's operational and customer experience management systems, creating a unified platform for global teams. The solution is adaptable to different use cases and delivers consistent performance across a variety of markets with this setup, ensuring businesses can provide quality service no matter where their customers are located.
The introduction of AI-powered real-time translation for customer service by Transcom, Avaya, and Sabio Group is a major step in transforming global customer support. This solution will likely play a crucial role in improving the scalability and flexibility of contact center operations, especially for businesses that operate across multiple regions and languages.
However, challenges such as ensuring the consistency of translations across diverse linguistic contexts may remain. Despite these hurdles, the ability to eliminate language barriers while optimizing staffing costs presents a compelling advantage for businesses. As more companies adopt these technologies, it could lead to broader industry shifts, where multilingual capabilities are no longer a luxury but a standard for delivering exceptional customer experiences globally.