“Could you say that again?... I can’t understand you.” For contact center agents, this is one of the most dreaded phrases to hear.

Accents are reflections of diverse cultures, with over 1.5 billion English speakers worldwide and approximately 160 recognized English accents. However, this rich linguistic diversity presents challenges, particularly in contact centers. Accent barriers can impact hiring, training, call quality, and effective communication, often leading to frustration for both agents and customers.

For decades, businesses have strategically tapped into talent from regions like the Philippines, India, and Latin America, drawn by cost efficiency, talent availability, and scalability. While AI automation is transforming customer experience (CX) processes, voice-based, human-to-human interactions remain crucial. Leveraging cutting-edge technologies like Accent AI and AI noise cancellation is the smart, effective way to enhance these interactions and deliver immediate results.

Transforming Customer Journeys with AI

AI is revolutionizing customer support, driving the most significant change in its 45-year history. The role of the contact center agent has evolved, requiring higher skill levels and greater complexity. Accent barriers, in particular, can create inefficiencies and lead to lower customer satisfaction.

Sanas is leading this transformation with its Real-Time Accent Translation technology, which eliminates communication challenges by allowing agents to translate accents seamlessly while maintaining emotional authenticity. Here’s how Sanas drives impact:

Breaking Accent Barriers for Immediate Results

Clear, effective communication builds trust. With Sanas, agents are empowered to be understood, eliminating the frustration caused by miscommunication. The result? Virtually immediate improvements in customer satisfaction (CSAT) and net promoter scores (NPS).

Enhanced Productivity and Customer Loyalty

Fewer misunderstandings, call transfers, and disconnects lead to smoother interactions and shorter average handle times (AHT). This reduces customer churn and transforms cost centers into revenue-generating operations.

Agent Happiness and Expanded Talent Pools

Removing the stress of being misunderstood significantly improves agent morale and retention—up to 39%. Moreover, companies can hire skilled agents who previously faced barriers due to limited English proficiency, allowing them to participate in the global CX economy.

How Sanas Real-Time Accent Translation Works

Sanas uses Accent AI to revolutionize communication in contact centers. Its features include:

• Accent Translation: Removes accent barriers by converting speech into clear, easily understandable language while retaining tone and intent.
• AI Noise Cancellation: Filters out background noise, enabling seamless communication regardless of the environment.
• Voice Enhancement: Improves audio clarity, ensuring the speaker sounds confident and professional.
• Speech Intelligibility: Transforms speech for optimal clarity, reducing misunderstandings and boosting connection.
• Voice Authenticity: Preserves the speaker’s unique voice, ensuring conversations feel personal and genuine.

Sanas in Action: Revolutionizing Contact Centers

Adopting Sanas technology transforms operations and delivers measurable benefits:

• Break Accent Barriers: Enable agents to communicate effectively, regardless of their accents, improving global customer satisfaction.
• Leverage AI Noise Cancellation: Eliminate background noise to enhance focus and clarity during calls.
• Streamline Implementation: Deploy the technology in minutes with minimal latency and seamless compatibility.
• Expand Hiring Potential: Hire diverse talent pools without accent limitations.

Here’s what Michael Mahar, SVP of Tech & Digital Services at Wyndham Hotels & Resorts, has to say about Sanas:

“Sanas’s pioneering technology aligns perfectly with Wyndham’s broader efforts to be genuinely customer-centric, breaking down communication barriers and ensuring that every interaction feels personal, effortless, and engaging.”

Empower Agents and Eliminate Accent Barriers

For contact center leaders, now is the time to adopt advanced AI that bridges cultural and linguistic gaps. With Accent AI, AI noise cancellation, and real-time accent translation, Sanas ensures agents communicate confidently while retaining their natural accents. This fosters inclusivity, builds trust, and delivers measurable improvements in customer satisfaction and agent morale.

Ready to transform your contact center experience?

Book a demo today and see how Sanas can help you overcome accent barriers, optimize communication, and create a more inclusive and effective CX strategy.