South Africa-based business process outsourcing (BPO) leader iContact BPO has joined forces with Krisp AI to implement advanced noise cancellation technology across its contact center operations. This initiative is designed to improve communication clarity, enhance agent efficiency, and elevate overall customer experience by eliminating disruptive background noise—one of the biggest challenges in high-volume call center environments.
Transforming Contact Centers with AI-Driven Clarity
The integration of Krisp AI’s noise cancellation solution has led to significant improvements in key performance metrics, including reduced average call handling time, higher customer satisfaction, improved first-call resolution rates, and fewer noise-related call abandonments.
“By incorporating AI-powered noise reduction, we have enhanced the quality of every customer interaction,” said David Hood, Chief Operating Officer at iContact BPO. “When combined with continuous agent training, this technology enables a seamless and professional service experience.”
Krisp AI ensures clear, uninterrupted conversations by removing both inbound and outbound background noise. This results in improved comprehension, fewer misunderstandings, and reduced follow-up calls. Additionally, the enhanced clarity minimizes agent fatigue, sharpens focus, and facilitates smooth remote work operations.
Securing Customer Data with Privacy-First AI
As businesses adopt AI-driven solutions, data security remains a top priority. Krisp AI operates as a “virtual microphone and speaker,” processing noise cancellation directly on the user’s device without storing any audio data—either on the device or in the cloud. This approach eliminates any risk of customer information being captured, aligning with industry-leading security standards such as TLS 1.2 encryption and SOC-2 Type 2 compliance.
With the successful deployment of noise cancellation technology, iContact BPO is now exploring Krisp AI’s Accent Conversion feature, which uses deep learning to adapt an agent’s accent in real-time to match that of the customer, further enhancing communication effectiveness.
“Krisp AI enables clear, uninterrupted conversations that foster better customer engagement and operational efficiency,” said Davit Baghdasaryan, CEO and Co-Founder of Krisp. “We’re excited to support iContact BPO in delivering exceptional customer experiences through our AI-powered voice technology.”
Blending AI with Human Expertise in Customer Service
As AI continues to evolve, the role of human agents in contact centers remains indispensable. South Africa’s BPO industry is globally recognized for its empathetic and high-quality service, making it a top outsourcing destination.
“AI-driven automation enhances efficiency, but it cannot replace human connection,” Hood emphasized. “Soft skills such as empathy, cultural affinity, and active listening remain critical to exceptional customer service. AI and human expertise should work together to create deeper, more meaningful customer engagements.”
South Africa’s strong telecommunications infrastructure, multilingual workforce, and cost efficiencies make it an attractive outsourcing hub for industries such as retail, telecommunications, utilities, and healthcare.
“At iContact BPO, we believe that the future of customer experience lies in a balanced approach—leveraging AI for operational efficiency while continuing to invest in human talent,” Hood concluded. “By embracing innovation while preserving the human touch, we ensure a superior customer experience for our clients.”
