Business outsourcing firm Sigma Connected has partnered with audio specialist IRIS Clarity as it boosts its services with an AI noise cancellation platform.
Sigma will introduce the IRIS AI noise-cancelling solution across its contact centres in South Africa, which serve UK customers.
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In addition, the system was trialled in February and ensured that customers benefitted from no distractions and had clearer conversations.
Ian Gerleman, chief technology officer at Sigma Connected, said: “Here at Sigma Connected we are, and always will be, all about making that human connection with our clients’ customers. That means only the best person-to-person interactions will do, especially for complex and sensitive calls which need concentration and personalised interaction.
“However, we know that can only be done if we continue to embrace and keep up with the latest technology. The background noise-cancelling IRIS Clarity system has already been a great success in some of our South African locations, so we’re delighted to be rolling it out further and over the next few months we expect the majority of our agents to be using the technology. It is already helping to improve the quality of calls for our UK customers while retaining that much-valued personal touch.
“We’ve been very impressed with the results, and the next natural step is to bring the AI-driven system into our wider South African business as we strive to enhance and improve the customer experience with the latest technology.”
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By GlobalDataJacobi Anstruther, CEO of IRIS added: “We’re hugely excited to be partnering with Sigma Connected as they continue to drive further connection and empathy in their customer calls using IRIS Clarity. We think AI initiatives such as this are crucial for the future of good CX, especially with sensitive and complex conversations, and are delighted to play a part in Sigma Connected’s strategy going forward.”
