In this special edition of the Future of Voice AI series of interviews, we're joined by industry vets to unpack: - How clarity became a measurable KPI for CX quality and trust - How TTEC identified and solved global voice challenges across regions - Real results: customer satisfaction, agent confidence, cost efficiency improvements and more

This episode’s guests are TTEC’s James Bednar, VP of Innovation and Product, and Biju Pillai, VP of India Operations.

As voice remains the most human and high-stakes channel, global contact centers like TTEC face a growing challenge: how to deliver effortless understanding across accents, environments, and expectations.

In this live session, TTEC leaders and Krisp’s CEO unpack the business case for clarity — sharing how they transformed challenges into measurable wins, including how they turned fragmented communication into a unified standard across global operations. You’ll hear what worked, what didn’t, and how AI-driven voice clarity has become a core pillar of TTEC’s customer and agent experience strategy.

Thanks for reading Voice AI Newsletter! Subscribe for free to receive weekly updates.

Takeaways

1. Clarity drives measurable ROI.

* After Krisp deployment, noise complaints dropped 76%, sales conversions rose 26%, and CSAT improved 8%.

* These are not pilot numbers, they came from sustained production environments across thousands of agents.

2. Accent conversion unlocks new talent pools.

* By eliminating accent barriers in real time, TTEC could hire for skill, not sound.

“We don’t want to hire the right accent, we want to hire the right talent,” James said.

* This reduced reliance on costly and inconsistent “voice coaching” programs, creating what Pillai called an “always-on coach.”

3. 80+ NPS from offshore delivery proves the point.

* An India-based program reached 80+ NPS, with language-barrier reports cut in half (2.6% → 1.2%) and experience scores rising from 90.5% to 95.5%.

* Each new Accent Conversion model release (v3.5 → v3.7) corresponded to higher NPS, peaking at 85 in September 2025.

4. Cost efficiency without quality compromise.

* Offshore voice delivery using Krisp achieved ~70% cost savings versus onshore U.S. teams.

“Clients that once said India isn’t where you go for voice are rethinking that.”

5. Agent wellbeing and empathy improved.

* Agents reported lower fatigue, faster understanding, and higher confidence.

Biju noted “calls now flow better—agents no longer overcompensate for accent or tone.”

* That confidence translated into trust and empathy, making every conversation feel more human.

6. Next frontier: real-time translation and pacing intelligence.

* With accent conversion now near full maturity, Krisp is launching Accent Conversion v4.0, tackling pacing and accent leakage.

* Inbound accent conversion and real-time translation will soon close the loop to help both agents and customers understand each other.

This isn’t just a story about cleaner audio. It’s about turning clarity into confidence, confidence into empathy, and empathy into measurable ROI.

As James put it: “These use cases just work. They deliver what’s expected, with almost no effort to deploy.”

This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit voice-ai-newsletter.krisp.ai