Sanas Trailblazer Everise sees 47% Increase in CSAT
The Everise Story:
Everise, a global leader in Business Process Management (BPM) and Business Process Outsourcing (BPO), operates across eight locations and supports 32 languages. With a strong focus on innovation and employee well-being, Everise delivers exceptional customer experiences for clients in healthcare, finance, technology, and beyond.
The Challenge:
Accent differences created communication barriers that impacted agent performance and customer satisfaction at Everise contact centers. Struggling agents and frustrated callers highlighted the need for a seamless, integrated solution that could enhance understanding, improve key performance indicators (KPIs), and support both agent well-being and customer experience.
"We needed a tool that could support our champions in doing what they do best—helping customers."Sudhir Agarwal | Founder and CEO of Everise
The Solution
Everise sought an agent-centric AI tool that would enhance both employee well-being and customer service while driving measurable business impact. Sanas delivered a holistic solution tailored to their needs, featuring:
- AI-powered accent translation for clearer, more effective communication
- Advanced background noise cancellation to minimize distractions and improve call quality
- Seamless integration with legacy systems for a smooth deployment
With its ease of adoption, scalability, and seamless integration, Sanas was rapidly implemented across 2,000+ workstations in Everise’s Philippines contact centers—empowering agents, enhancing customer interactions, and driving stronger business outcomes.
The Impact:
- 46% improvement in CSAT scores
- 38% improvement in Bottom 2 Box ratings
- 35% improvement in Bottom 1 Box ratings
Everise provides 12+ years of experience supporting partners across sales, member, and provider management services
