Case Study: ibex reduces communication defects by 40% with Sanas Accent Translation

Ibex cuts communication defects by 40% with Sanas

ibex, a global BPO, wanted to enhance communication clarity on its voice-heavy teams without lowering its standards for agent capability. The challenge involved finding a practical way to identify which agents would benefit most from speech technology and linking it to existing quality metrics. They partnered with the vendor Sanas to implement a targeted solution using Sanas Accent Translation.

Sanas provided a solution that ibex deployed based on data from its own speech analytics, applying the technology only where accent-related feedback was identified. This targeted approach resulted in a measurable impact, including an approximately 40% reduction in communication defects on a large healthcare program. The vendor Sanas is now used across thousands of agents in dozens of ibex workspaces.

Ibex