#contactcenterworld, @irisaudiotech

Business outsourcing provider Sigma Connected has announced an extended partnership with audio provider IRIS Clarity as it further improves the company’s call handling and sound quality through an innovative Artificial Intelligence (AI) noise cancellation platform.

Sigma Connected, which provides customer experience services for the utilities, financial, telecommunications and insurance sectors, has partnered with IRIS which will see the AI noise cancelling solution introduced across its contact centre offices in South Africa which serve UK customers.

The system, which was originally trialed in February has proved a great success, with the technology isolating all background noise and voices during calls, ensuring that the customer benefits from no distractions and allowing for clearer conversations with the contact centre agents.

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."

Jacobi 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"

#contactcenterworld, @irisaudiotech