TTEC is a global leader in customer experience technology and services, headquartered in Englewood, Colorado. The company operates in more than 25 countries with over 60,000 associates and partners with leading brands to design, build and deliver customer interactions across voice, digital and AI-powered channels. Combining human expertise with innovation, TTEC helps organizations boost satisfaction, reduce costs and scale meaningful experiences worldwide.

TTEC's voice channels handle millions of customer interactions every year, and each is a moment 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 a higher cognitive load because they were constantly monitoring how they sounded rather than concentrating on the customer.

"Any time there's friction in the conversation, it's a challenge. Customers want resolution quickly and want to feel heard," said James Bednar, VP, Innovation & Product at TTEC.

For a company known for its CX leadership, the stakes were high. TTEC needed a scalable way to preserve clarity and empathy across every interaction, regardless of the agent's geography or accent, and to do so without adding friction to its operations or altering the authentic voices of its associates.

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. Accent Conversion improved comprehension in real time, helping customers understand agents better without altering the agents' authentic voices.

The rollout required no new hardware or process changes, which allowed TTEC to move quickly from pilot to scaled deployment across key customer programs. As Accent Conversion matured through successive model updates, NPS continued to climb.

By eliminating communication barriers, Krisp Accent Conversion also let TTEC safely move voice programs from onshore delivery in the U.S. to India with no compromise in quality or empathy. "Accent Conversion lets us focus on the right talent, the right skills, the right place, not the right accent," said James Bednar of TTEC. As Biju Pillai, VP of India Operations at TTEC, put it: "Customers no longer have to strain to understand, which means fewer repetitions, shorter calls, and less frustration."

For agents, the change removed the mental strain of accent control. Associates reported feeling more confident, less fatigued and more focused on solving problems instead of worrying about how they sounded, a shift TTEC says translated directly into more natural empathy and rapport with customers. Building on this success, TTEC and Krisp are now exploring real-time Voice Translation, Agent Assist and Speech Analytics tools.

• NPS rose from 74 to 85 as Accent Conversion matured through successive model updates
• 70% operational cost savings by safely expanding voice delivery from the U.S. to India
• Customer mentions of a "language barrier" fell 54%, from 2.6% to 1.2%
• 26% increase in sales conversions and CSAT up 8 points
• Experience scores (CSAT plus quality) climbed from 90.5% to 95.5%
• 76% drop in noise-related complaints and 30% lower environmental costs from more effective remote operations