Sanas partnership highlights Teleperformance’s (TP) growth strategy of pursuing investments in advanced artificial intelligence to deliver enhanced customer experience management services to broad client base
Global digital business services leader Teleperformance (TP) announced it has formed a strategic partnership with Sanas, a pioneer in providing Real-Time Speech Understanding. Under the partnership, TP has acquired an equity stake in Sanas through the tech start-up’s Series B funding round and will become the exclusive reseller of Sanas’ technology to many of the world’s largest companies and most valuable brands, spanning a wide variety of industries. Additionally, TP will work closely with Sanas to help enhance its speech understanding model for all Sanas clients. The partnership supports TP’s strategy to further invest in and expand its advanced artificial intelligence (AI) capabilities by integrating proprietary technologies and strategic collaborations to strengthen its position as a leader in delivering innovative, AI-driven solutions that transform customer experiences.
“Our new strategic partnership with Sanas is part of our AI growth strategy that will allow us to develop and implement advanced AI tools to reinvent customer experience by bringing high-touch, high-tech solutions to clients that are simpler, faster, more empathetic and safer,” said Thomas Mackenbrock, TP Group Deputy Chief Executive Officer, who will serve on Sanas’ customer advisory board as part of the partnership. “We are committed to advancing our AI capabilities to drive value through cutting-edge innovation to deepen human connections, and this partnership with Sanas supports that roadmap.”
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More Meaningful Connections at Scale
TP Experts blend the best of advanced technology with human empathy to deliver enhanced customer experience that is simpler, faster, and safer for the world’s biggest brands and their customers in 300 languages and dialects to customers across 170 countries. Leveraging Sanas’ patented Real-Time Speech Understanding platform allows organizations to overcome communication barriers by softening TP Experts’ accents to more closely align with clear spoken English. Additionally, it helps TP Experts deliver even more exceptional customer experiences on behalf of clients by breaking down communication barriers and empowering Experts to develop more meaningful customer connections that enhance empathy and trust at scale.
Initial client programs where TP Experts have used Sanas technology have seen strong results, including a lift in customer satisfaction, an increase in first-call resolution, lower average handling time and higher sales conversion across a variety of industries.
“We believe that care is inherently human-to-human,” said Sharath Keshava Narayana, President and Co-Founder of Sanas. “Our partnership with TP is a testament to Sanas’ mission of empowering human connections. By combining TP’s expertise with our Speech AI platform, we are strengthening the relationship between customers and agents – while scaling it at an unprecedented level.”
Through this collaboration, TP will also work closely with Sanas to enhance its AI platform capabilities by training the model to better adapt speech understanding for Teleperformance Experts in India, Philippines, Latin American, Africa and Asia.
Source: PRNewswire
