Executive summary
Everise deployed Krisp’s Accent Conversion and Noise Cancellation to address both challenges at once and validated the decision through a head-to-head evaluation in which, based on Everise’s internal evaluation criteria, Krisp demonstrated strong performance across key parameters relative to alternative solutions — scoring consistently in the native-like range across several client programs.
Key results across controlled pilots and post-rollout evaluation:
- Up to 10% reduction in AHT
- Up to 6% improvement in FCR
- Up to 7-point increase in CSAT
- Up to 8-point improvement in NPS
- 10,000+ seats deployed across the Philippines, India, Guatemala, and Colombia — with adoption still scaling
When 300 million conversations depend on clarity
At Everise’s scale, communication friction isn’t a quality nuisance, it’s an operational risk that compounds across every geography, client program, and vertical the company serves.
Even well-trained agents faced accent-related comprehension gaps that played out differently depending on the stakes of the conversation.
- In healthcare programs, patients misheard benefit or eligibility details and called back.
- In travel, time-pressured rebooking calls stalled when passengers couldn’t follow the agent on the first pass.
- In financial services, a single misunderstood policy term was enough to trigger an escalation.
Across all verticals, the pattern was the same: repeated explanations, slower call progression, inconsistent customer experience, and lower CSAT and NPS scores on globally delivered programs.
At the same time, agents working across contact centers and remote environments had to manage background noise and inconsistent audio conditions, a second layer of friction that disrupted call flow and eroded professionalism regardless of the agent’s skill level.
Everise had invested heavily in the conventional solutions: extensive accent neutralization and communication training, longer nesting periods, additional coaching sessions, manual call monitoring, soundproofing, and premium headsets. These approaches helped, but they were costly, inconsistent, and didn’t scale across a workforce of nearly 30,000.
Over time, residual accent-related issues had become an accepted operational limitation, something Everise managed rather than solved.
“At Everise, we believe the future of CX lies with empowering people with the right technology. We are proud to partner with Krisp to further our shared vision of amplifying the human touch with real-time AI.”
The solution behind clearer conversations
Krisp helped Everise improve how conversations sound and flow in real time, addressing both accent-related and background noise challenges at once.
Accent Conversion
Improved speech clarity while preserving the agent’s natural voice and tone, making conversations easier to understand.
Noise Cancellation
Removed background noise from both sides of the conversation, helping keep calls clear and uninterrupted.
Together, these capabilities improved communication directly within live customer conversations, rather than relying on training alone.
A rollout built on proof, not assumption
Everise validated Krisp through a structured, KPI-driven rollout in live customer environments, including a head-to-head evaluation against an alternative solution.
The evaluation covered the dimensions that matter most at enterprise scale: audio latency, accent leakage, voice clarity coverage, voice quality, headset compatibility, system resource efficiency, user enrollment requirements, and sign-in integration. Based on Everise’s internal evaluation, Krisp demonstrated strong performance across key evaluation parameters relative to the alternative solutions evaluated.
Everise also conducted independent quality evaluations across several client programs, scoring each solution on clarity, naturalness, and accent accuracy. Based on Everise’s internal evaluation criteria, Krisp scored consistently in the native-like range, outperforming the other solutions and original unmodified voice.
“Krisp’s technology has consistently outperformed in head-to-head evaluations across clarity, naturalness, and accent accuracy.”
Validation included a 30-day, KPI-driven proof of concept in real production environments. Calls were reviewed independently by stakeholders across Operations, QA, Customer Success, and US-based evaluators using a structured checklist across five criteria: robotism, accent conversion effectiveness, voice naturalness, subdued voice output, and background noise handling.
Performance was then measured across AHT, FCR, CSAT, NPS, and QA scores.
How clarity translated into performance
Across controlled pilots and post-rollout evaluation periods, Everise observed consistent improvements across key operational KPIs.
AHT reduced by 5–10%
Fewer repetitions and faster customer comprehension helped conversations move forward more efficiently.
FCR improved by 3-6%
Agents were able to resolve issues more effectively within the first interaction.
CSAT increased by 4-7 points
Especially pronounced for offshore-handled voice interactions, as customers experienced smoother, more natural conversations.
NPS improved by 5-8 points
Better customer comfort and confidence during conversations contributed to stronger loyalty signals.
Beyond the core KPIs, Everise observed operational efficiencies that extended the impact: increased agent confidence, reduced dependency on prolonged accent training (freeing up L&D bandwidth), faster ramp-up and time-to-productivity for new hires, and more consistent communication quality across teams and geographies.
Gains were strongest among agents with medium-to-heavy accents, the agents who had been hardest to reach through conventional training saw the largest improvements in conversation flow and efficiency.
“One of our agents received a compliment from a passenger who praised the clarity of his voice, noting that there was no background noise.”
Scaling clarity across 10,000+ seats
Following successful pilots and phased rollout, Krisp is now deployed across 10,000+ seats globally at Everise, with adoption rapidly scaling across operations in the Philippines, India, Guatemala, and Colombia. The deployment spans both inbound and outbound voice programs across multiple client accounts — demonstrating that communication clarity improvements hold at enterprise scale, not just in pilot environments.
“The accent neutralization feature helps my voice come through naturally, making it easier for members to understand me. Conversations feel smoother and more confident.”
“Krisp has enhanced call quality, productivity, and comfort throughout my work. Whenever I set my headset, I never forget to use Krisp.”
The next phase of AI-powered voice operations
Everise is expanding its use of Krisp beyond Accent Conversion and Noise Cancellation, exploring:
Voice Translation
Currently in POC for Spanish-language support, enabling multilingual customer interactions without requiring bilingual agents.
Agent Assist
Initial POC completed, with discussions underway for broader deployment.
New accent packs and geographies
LatAm accent expansion under POC, with further growth planned across India and Asia.
