In this special edition of the Future of Voice AI series of interviews, we're joined by industry vets to unpack:

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.

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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.”