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Executive summary
By deploying Krisp’s AI-powered Noise Cancellation and Accent Conversion, TTEC achieved striking improvements across service quality, agent experience, and cost efficiency, without adding friction to its operations.
Key outcomes:
- NPS improvement from 74 → 85
- 70% operational cost savings by expanding voice delivery to India
- 54% drop in “language barrier” mentions (2.6% → 1.2%)
- 26% increase in sales conversions
- +8 points in CSAT
- 5-point rise in overall experience score (90.5% → 95.5%)
- 76% reduction in noise-related complaints
Together, TTEC and Krisp showed that clear, confident agents drive better CX—higher satisfaction, empathy, efficiency, and retention.
Challenge
TTEC’s voice channels handle millions of customer interactions every year — moments where clarity determines trust, empathy, and resolution speed.
As remote work expanded, several points of friction became clear:
- Accent-related comprehension issues disrupted conversational flow.
- Background noise compromised sound quality and credibility.
- Agents faced higher cognitive load, constantly monitoring how they sounded.
“Any time there’s friction in the conversation, it’s a challenge. Customers want resolution quickly and want to feel heard.”
For a company known for its CX leadership, TTEC needed a scalable way to preserve clarity and empathy across every interaction, regardless of geography or accent.
Solution
TTEC deployed Krisp’s AI Noise Cancellation and Accent Conversion technologies across multiple voice delivery centers and work-from-home setups.
Noise Cancellation immediately removed distractions in home and contact center environments, while Accent Conversion drastically improved comprehension in real time, helping customers understand agents better without altering agents’ authentic voices.
The rollout required no new hardware or process changes, allowing TTEC to move quickly from pilot to scaled deployment across key customer programs.
“Accent Conversion lets us focus on the right talent, the right skills, the right place — not the right accent.”
Results
The impact of Krisp was measurable on operational performance and both the agent and customer experience.
Clarity and satisfaction improved in parallel.
- Customer reports of a “language barrier” dropped by more than half — from 2.6% to 1.2%.
70% cost savings
By eliminating communication barriers with Krisp Accent Conversion, TTEC achieved 70% cost savings by safely moving voice programs from the U.S. onshore to India, with no compromise in quality or empathy.
- NPS, one of TTEC’s core KPIs, increased from 74 to 85 as Accent Conversion matured through successive model updates.
“An 80+ NPS out of India is a spectacular number. It proves that with the right people, rigor, and technology, offshore delivery can excel.”
- Meanwhile, experience scores (CSAT + quality) climbed from 90.5% to 95.5%.
- Improved clarity and agent confidence drove a 26% increase in sales conversions and an 8% boost in CSAT.
- A 76% drop in noise-related complaints signaled a clear lift in customer trust and call professionalism.
- At the same time, environmental costs dropped 30% as Krisp enabled more effective remote operations.
The human experience
For TTEC, Krisp didn’t just make conversations clearer — it made them easier, more focused, and more human.
Agents reported feeling more confident, less fatigued, and more focused on solving problems instead of worrying about how they sounded.
“Customers no longer have to strain to understand, which means fewer repetitions, shorter calls, and less frustration.”
This confidence translated directly into empathy, allowing agents to build rapport naturally, without scripted emotion.
By removing the mental strain of accent control, Krisp gave agents the freedom to sound authentic — a subtle but powerful shift that elevated both employee satisfaction and customer experience.
Looking ahead
Building on the success of Noise Cancellation and Accent Conversion, TTEC and Krisp are exploring the next generation of AI solutions in CX, including real-time Voice Translation, Agent Assist, and Speech Analytics tools.
The partnership continues to expand, proving that advanced voice AI can enhance both human connection and business performance, not replace them.
