What our customers say
Contact center, CX and IT leaders on what changed after their agents started using Sanas. Read the full stories in Customer stories.
“With about 50 patient-support agents on Sanas, first-call resolution rose roughly nine to ten percent, a seven-point gain, while agents without Sanas showed little to no change. NPS improved about 7.5 times more for the Sanas group than for the comparison group. It speaks for itself.”
“Our small-business clients are the most sensitive to accents, and that is where most of our India team works. We locked in on Sanas because it is the vendor I have the most confidence in.”
“Usually we do a bake-off between vendors. With Sanas, we just didn’t need to this time.”
“Our collections agents on Sanas made a really big jump. We saw significant improvements in CSAT and first-call resolution, and on conversion and promise to pay, collections is doing really well.”
“There is a noticeable difference between the pre- and post-Sanas calls. The post-Sanas calls are much easier to understand, and the agents’ stats were improving alongside it.”
“Our agents handle complex medical travel-insurance conversations with customers who are often over 50. With Sanas on, customers were willing to stay in the conversation and work through the detail instead of trying to get off the phone.”
“In healthcare member services, a comprehension gap can come from what the agent said or from how it sounded. With Sanas, accent is no longer a variable, so we can finally tell whether a gap is about content delivery, and that has made our quality and training programs meaningfully more effective.”
“Sanas gives our people the ability to communicate with anybody, flawlessly. That’s what it enables, and it’s a great technology.”
“Language-barrier grievances dropped from roughly ten incidents to one or two, an 80 to 100 percent reduction in that category, and we saw early improvement in average handling time. The results were compelling enough for us to deploy Sanas across our captive agents.”
“Right-party-contact handle time improved by 22 seconds at one of our sites and 15 seconds at another. I love seeing it come down.”
“I have been in the contact center industry for 27 years. Moving speech processing down to the desktop and reusing what is already there is extremely strategic, and the way Sanas does it is remarkable.”
“Colombia’s handle time was crushing us. We turned Sanas off for ten agents as a control group and saw a significant difference for the agents on Sanas. Colombia is finally falling in line with our other sites.”
“When we monitored a live Sanas call, the sound quality was really good and there was no delay. From a technology standpoint, that was an A-plus.”
“When your delivery is so clear that you don’t have to repeat yourself because of accent or noise, performance improves, handle time included. We love the product, and I want Sanas working across our entire environment.”
“Sanas worked so well at a site with a real acoustic problem that we made it our background-noise solution. It’s been really good for us: the consoles are straightforward to manage, and my team can do most of the work themselves.”
“Before Sanas, our agents would regularly hear customers say they couldn’t understand their accent. With Sanas on, most of them now get through their calls without that ever coming up.”
“We rolled Sanas out across our two BPO partners in the Philippines in about a month, more than 500 agents, and we hit our milestone on schedule. Within weeks the deployment was stable.”
“Sanas was easy to load, went through our infosec review without issues, and the experience was great even from the agent perspective. Ease of use and the local support we get in India and the Philippines were very well received.”
“Our agents told us their customers could hear them properly and conversations moved to resolution more easily. A couple of months in, Sanas was simply part of their daily tools.”
“I monitor these technologies closely, and Sanas is two steps ahead of anything I have seen, especially on security. The self-hosted option and the PCI and HIPAA posture make it easy to put in front of a client. The technical side of the translation is very impressive.”
“We liked the latency we were seeing compared with other options, and the voice sounds more natural.”
“In Manila, we are seeing significant results. I shared the calls with our C-suite, and they are very excited about it.”
“One of our first questions was whether agents would keep their own voice and personality. We were happy to hear that it still comes through. That’s fantastic.”
“Everyone loves it, and it’s quite a dramatic difference from on to off.”
“In the Philippines, we have about 11,000 agents on Sanas accent translation and roughly 9,000 more on noise cancellation. Across our retail, logistics and healthcare programs we’ve seen performance metrics improve: handle time came down because customers stopped asking agents to repeat themselves, and agents rated the experience about 4.2 out of 5, saying they feel more confident and no longer get asked where they’re based.”
“It was completely clear to everybody that Sanas is a solution we want to commit to, and that it adds value for our patients and our associates. And on HIPAA, always the biggest concern, we’re 100 percent good.”
“Sanas is building a phenomenal capability that lets companies integrate it and build on top of it. For a company like ours, that’s really quite awesome: it lets us be creative and innovative.”
“We’re using Sanas for all of our reps now. The tool we had before worked great for noise reduction, but Sanas was further ahead on accents, so we moved over.”
“Sanas has simply become part of the job. Agents aren’t thinking about it; they’re focused on the member.”
“We are presented with technology after technology, and most fail to deliver what was pitched once you get into real testing. Sanas is one of the two things that has kept its promise from the pitch to what I see in production. It is consistently in the top two or three transformational tools we present to our clients.”
“When a guest asks, ‘Where are you from?’, it’s the kiss of death; the conversation goes right downhill. With Sanas, our Colombia team sounds better overall, and they’re easier to understand.”
“I review calls blind, and I know how most of our agents sound. With Sanas on, I genuinely could not tell which agent I was listening to, and those were some of the best-quality calls I reviewed.”
“It’s been fantastic. All of our agents report how good it sounds, the people on the other side of the call report how good it sounds, and our executive team reports how good it sounds.”
“With Sanas, right-party contact on outbound calls, where getting a customer to verify their identity is the hardest step, went from 11 percent to 26 percent. Inbound went from 27 to 34. The results were clear, so we enabled all our agents.”
“All of our Colombia agents are on Sanas, and it’s going really well. I’ve been listening to them myself, and they sound natural. Our QA team hasn’t flagged a single agent.”
“On calls where several outsourcers are on the line, you can hear the difference between our agents and everyone else’s. That is why we moved ahead with Sanas, and why it now runs for several hundred of our agents.”
“As we go further into India, I don’t think we’d put our big clients there without accent translation. Clarity is so important: clients want the price, but they don’t want to trade anything for it.”
“We use Sanas Language Translation in production for our outbound driver calls. English to Spanish translates very cleanly and smoothly, and when we tell drivers we’re using translation, they understand us and respond positively.”
“We were very impressed by what the tool could do for call quality. It boosts confidence, it boosts morale, and associates who were skeptical at first became some of the most enthusiastic.”
“Latency was one of my main concerns, and I was impressed with how seamless it feels. There’s no gap in the back-and-forth of the conversation, and none of my leaders felt it sounded robotic.”
“Sanas is hosted locally: audio is processed on the agent’s machine with no cloud dependency. That answered our IT governance and disaster-recovery questions faster than I expected.”
“We use speech analytics to identify accent feedback specifically, and when we apply Sanas there, we see roughly a 40 percent reduction in communication defects.”
“Things are working great for us, and we don’t have any concerns. The Sanas team has been great to us, and I’m happy to keep partnering with them.”
“Average handling time is the primary KPI for our Sanas deployment, and the early results outpaced our expectations. Within days of going live, our QA team, trainers, supervisors and recruiters were all asking for access, before we had even finished the first rollout phase.”
“I listened to a batch of calls from the same agent with and without Sanas, and the difference is significant, both in background noise and in the accent. The call samples alone were enough for me to decide to move forward.”
“Handle time came down while NPS held steady or improved, which is unusual. Patients weren’t asking our associates to repeat themselves, so calls moved forward without sacrificing the experience.”
“Our bilingual service has run on people who happened to be bilingual, and that is hard to sustain as we grow. Sanas Language Translation solves problems we are already experiencing today.”
“For clients who don’t want their data shared anywhere, the fact that Sanas processes everything locally, with nothing going out, mattered. And in Indonesia, the accent translation worked perfectly.”
“We saw an immediate jump in three or four of our core metrics within the first five or six days. The initial gain was solid.”
“After we turned Sanas on for our Sri Lanka team, every customer-experience measure we track moved the right way from one month to the next: CSAT, NPS, customer effort and agent score. The clearest signal was in what customers actually said: positive mentions of clear communication more than tripled in a month, from 12 to 39.”
“Sanas is part of our selection process. When a candidate meets every other requirement but falls short on the language assessment, they can retake it with Sanas, and if they reach the level our client requires, they go into production with Sanas.”
“Take a call from one agent a month ago and the same agent now, and there’s a visible difference: clearer and crisper, and easier to follow.”
“We’re really impressed with the technology, and it’s working well. Sanas is a huge enabler for our ambition to serve more of our UK customers from Sri Lanka.”
“We had already deployed Sanas, built a governance and reporting model together, and had a strong working relationship. When language translation came up, we didn’t need to look at other vendors: the trust and the operational infrastructure were already in place.”
“Headset noise cancellation is hit and miss when a lot of people share a small space. On top of our headsets, Sanas removes that background noise, and it really helps.”
“Overall, the sales numbers are significantly better, and from a conversion perspective it’s lucrative. The feedback from my team has been very positive across the board.”
“Sanas delivered what we were hoping for, and seeing the roadmap gave us more confidence in the product.”
“Our clients are seeing value in Sanas, and we’re advocating for it with existing clients and in new proposals.”
