iContact BPO is a customer experience and outsourcing solutions provider headquartered in Houston, Texas, with contact center operations in South Africa. It supports global businesses with contact center and back-office services across industries including finance, healthcare, retail and tech support. With a technology-driven approach and a skilled workforce running a high-volume, three-shift operation, its international teams handle service, sales and operational needs for clients.

Operating from South Africa and serving international clients in finance, healthcare, retail and tech support, iContact BPO runs a bustling, high-volume contact center. With that vibrancy came a perennial issue: background noise and voices on the floor.

Loud environments led to miscommunication and repeated questions, increased average handle time (AHT) and call disconnects, lower customer satisfaction (CSAT) and comprehension scores, and higher agent fatigue and stress. In regulated sectors such as healthcare and finance, missed details also carried compliance risk.

iContact had tried various headsets and noise tools, but nothing delivered the consistent, clear audio needed to improve customer experience at scale. The company needed a solution that fit its existing tech stack, met SOC 2, GDPR and POPIA compliance requirements, and made economic sense for a three-shift operation.

iContact BPO started with a pilot of Krisp AI Noise Cancellation on healthcare campaigns, where clarity and accuracy are non-negotiable. The pilot produced a better Mean Opinion Score for voice quality, faster handle times and higher CSAT. That success led to a full rollout of Krisp across 750 systems, completed in one week.

Krisp provides bidirectional Noise Cancellation, removing background distractions for both customers and agents, along with Voice Isolation so that the speaker's voice comes through clean and professional on every call. The software integrated into iContact's existing tech stack, backed by training and support from Krisp.

Key decision factors included seamless integration, compliance with SOC 2, GDPR and POPIA standards, cost efficiency through a license-per-system model suited to three-shift operations, and proven quality: iContact found Krisp the clearest and most reliable noise cancellation solution it tested.

With noise cancellation established, iContact is exploring next-generation capabilities such as Krisp AI Accent Conversion and AI Agent Assist to further enhance clarity, reduce communication bias and reinforce efficiency. The company's view is that technology and people are complementary: Krisp handles clarity, while agents bring the empathy, cultural affinity and human touch that make South Africa one of the world's top BPO destinations.

• Average Handle Time reduced (9% in the detailed results; 25% in the results-at-a-glance summary)
• About 60% improvement in understandability scores
• 70% fewer noise complaints from customers
• 30% reduction in call disconnects
• 8% improvement in QA scores and 4% increase in agent retention
• 24% savings on enablement costs through lower headset spend; rollout to 750 systems completed in one week