Fortune 50 Global Financial Services Leader

Financial Services

Elevating Customer Experience Across Global Contact Centers

For a global brand synonymous with premium membership experiences, consistency across regions is critical. This Fortune 50 travel and expense management company partnered with Sanas to improve customer experience, reduce communication friction, and ensure consistent service quality across its worldwide contact center operations.

The organization piloted Sanas across multiple locations to evaluate their impact on customer satisfaction, efficiency, and service consistency.

Following the pilot, leaders validated measurable improvements in customer feedback, operational performance, and agent effectiveness.

The Challenge

Delivering a premium customer experience across global contact centers requires clear, effortless communication.

However, the organization faced several challenges:

• Background noise and environmental variability across distributed contact center locations
• Accent-related communication barriers impacting customer perception
• Inconsistent service experiences across regions
• Customer complaints related to clarity, noise, and understandability
• Pressure to improve CSAT and efficiency without disrupting workflows

Leadership wanted to determine whether improving both speech clarity and audio quality in real time could drive measurable improvements in customer experience while supporting global scalability.

The Pilot

Sanas Accent Translation and Sanas Noise Cancellation were deployed across three contact center locations supporting high-value customer interactions.

The pilot focused on:

• Reducing accent- and noise-related customer complaints
• Improving customer satisfaction
• Increasing operational consistency across regions
• Evaluating impact without changing scripts, workflows, or agent training

Customer feedback, survey verbatims, and operational metrics were analyzed to measure improvements in experience and performance.

The Results

Background noise complaints decreased significantly across all sites, including reductions of up to 88% and the complete elimination of noise-related complaints in one location.

Accent-related complaints also dropped substantially, with reductions ranging from 80% to 92% depending on the site.

Survey verbatim analysis confirmed a meaningful improvement in perceived communication quality.

Customer Experience and Efficiency

Customer satisfaction scores improved across multiple pilot locations, including measurable gains in premium service environments.

In addition, operational efficiency improved:

• AHT decreased by approximately 5–6% in one location
• Customers spent significantly less time raising or repeating concerns related to communication barriers

These improvements reinforced the link between real-time speech AI and measurable business outcomes. CSAT increased while AHT improved simultaneously—demonstrating stronger performance without trade-offs.

Agent and Adoption Impact

Adoption rates were strong across pilot teams, with the majority of users upgrading to the latest Sanas versions during the pilot period.

User feedback confirmed that agents experienced:

• Greater confidence in customer interactions
• More natural, conversational engagement
• Reduced need to repeat or clarify information
• Improved ability to focus on solving customer needs

This contributed to stronger service consistency and a more premium customer experience.

Conclusion

Following the pilot, the organization expanded usage and continues evaluating broader deployment across its global contact center network.

The results demonstrated that real-time speech clarity and audio quality can:

• Reduce communication-related complaints
• Improve customer satisfaction
• Increase operational efficiency
• Strengthen global consistency
• Support premium customer experiences at scale

For global organizations, clear and natural communication is not just a customer experience priority, it is a strategic advantage.