Case Study: Concentrix expands multilingual customer support into Asia with Unbabel

Concentrix and Consumer Electronics Leader Expand into Asian Markets with Unbabel

Concentrix, a global customer experience services leader, partnered with Unbabel to help a consumer electronics client expand multilingual support into new Asian markets. The challenge was to maintain high-quality customer service in languages like Thai, Korean, and Japanese without the cost and delay of hiring native speakers in every new market.

Unbabel provided its language operations platform to translate chat and email interactions using AI plus human review, allowing English-speaking Concentrix agents to respond in 27 languages. The result was faster market entry and sustained service quality, with the client consistently meeting a 90%+ CSAT target and maintaining transaction times on par with native-speaker support.

Concentrix

Paula Kennedy

Vice President