Movate is a global digital technology and customer experience services company headquartered in Plano, Texas. It helps businesses modernize operations, deliver customer support and drive digital transformation. With more than 12,000 professionals across 21 global locations and an expert network spanning 60 countries, Movate combines agility with human-centered innovation to help clients grow and achieve measurable results. The engagement described here is an India-based voice operation Movate launched for a leading global retailer.

Expanding voice operations to lower-cost geographies is one of the fastest ways for a global BPO to improve margins, but it introduces a predictable risk: accent-related comprehension gaps that increase repetition, inflate handle times and reduce CSAT. Movate launched an India-based voice operation for a leading global retailer whose priority was clear: capture the cost advantage of India without sacrificing customer experience during the geography shift.

The main risk was accent friction, with customers struggling to understand agents, driving repetition, longer calls and lower CSAT. The challenge was harder because there was no sandbox training environment, so agents had to ramp directly in customer-facing interactions.

Traditional accent coaching and call-quality improvement were largely manual, too slow and too limited to match the pace the client demanded. Movate needed a solution that could work at speed, at scale and in production from day one.

Movate discovered Krisp through an AI-led voice enhancement pilot in India. In a dual pilot with 36 associates, it benchmarked Krisp against an alternative AI speech enhancement vendor on accent intelligibility and parity, noise cancellation stability, CSAT parity and customer sentiment, and cost-per-minute impact. Krisp emerged as the clear winner, delivering stronger clarity, stronger stability and better customer experience outcomes. Earlier results from Noise Cancellation reinforced confidence to expand into Accent Conversion, and ease of deployment enabled full migration in four weeks after the pilot.

Krisp was deployed as the real-time voice clarity layer, combining Noise Cancellation and Accent Conversion, and was integrated with Movate's AI simulation training and AI-powered coaching platforms. After initial tuning to optimize accent parity across customer segments, agents trained with Krisp enabled from day one, supporting faster coaching cycles and more consistent early performance. Clarity was built into the ramp process rather than corrected after performance gaps emerged.

The rollout covered pre-sales work (queries, orders and upselling) and post-sales work (delivery tracking, issue resolution and returns). Movate began with the 36-agent pilot, now has more than 350 Krisp accounts deployed, and is scaling toward 550 agents by the end of 2026. It is also expanding Accent Conversion to additional geographies and exploring Voice Translation, Agent Assist and Speech Analytics as next steps.

• 87% CSAT parity with legacy sites within six weeks
• 2.5× faster time-to-proficiency for new agents
• About 50% lower cost-per-minute than Costa Rica and about 28% lower than the Philippines
• Agents reported customers understood them faster, with fewer interruptions and fewer requests to repeat
• Full migration completed four weeks after the pilot; scaling from 36 agents toward 550 by end of 2026