Clarity Over Complexity: How Sanas Helps Agents Focus on Customers

Simple isn’t easy. Creating something simple takes vision, discipline, and focus. In product design as in music, art, or engineering, simplicity is never an accident. It’s the result of mastering complexity and distilling it down to what truly matters.

That’s why we believe the best tools avoid unnecessary knobs and dials: because agents need clarity, not more settings. I’d like to share why simplicity in accent translation leads to better outcomes for both agents and customers, with sliding scales as just one example of how added complexity can get in the way.

The Hidden Cost of Complexity in Contact Centers

Think about your favorite meeting tool. You like it because it’s intuitive, you don’t waste energy figuring out how to mute, share your screen, or start a call. Now imagine joining a meeting on a tool you don’t use often. Suddenly you’re distracted, frustrated, and focused on the wrong things.

Contact center agents face that situation daily. They juggle phones, CRMs, ticketing systems, internal chat, and real-time coaching while solving urgent customer issues. Agents weren’t hired to manage complicated software; they were hired for their talent, empathy, and problem-solving skills.

That’s why Sanas has been agent-first from the start. Our mission is simple: help agents communicate clearly and confidently so they can focus on the customer, not their accent. Other vendors chase feature checklists or add knobs and dials because it looks impressive in a demo. But for the agents who actually have to use these tools, more options just mean more distractions.

Adding complexity doesn’t help. Simplifying does.

Case in Point: The Sliding-Scale Debate

One of the most common questions we get is about “accent bleed.” Some tools offer sliding scale accent translation that allows customers to set how much of an accent carries through. We’ve heard that feedback, and we’ve tested it extensively.

When we recently deployed Sanas with a global telecom organization, we ran three models:

• 0% accent bleed (no accent preserved)
• 25% accent bleed (partial preservation)
• Dynamic model (our flagship)

The results were clear:

• At 0%, agents sounded more robotic and disconnected. Customers noticed, and trust eroded.
• At 25%, things improved slightly, but skepticism lingered. The artificial quality distracted from real connection.
• The dynamic model — which we call our “Goldilocks” model internally — struck the balance. It adapts per agent, accounting for tone, cadence, timbre, and more.

That model wasn’t just subjectively better. It improved key KPIs across the board. One team reported a 75% reduction in accent-related detractor reasons and a measurable bump in NPS. More importantly, agents felt more confident. They heard fewer “I can’t understand you” interruptions and could stay focused on solving the problem in front of them.

That’s why Sanas doesn’t offer a sliding scale. It’s not because we can’t, it’s because we won’t burden agents or leaders with complexity that doesn’t help.

Simplicity by Design: Building an Effortless Agent Experience

Our mantra has always been “Your Voice, Your Choice.” That means preserving identity while delivering clarity. It also means building software that doesn’t add friction to an already demanding job. Using Sanas is simple by design:

• Agents log in once and stay logged in.
• The app runs lightly in the background with no workflow disruption.
• A simple toggle or key command turns it on or off.

No extra dashboards. No settings menus to adjust mid-call. Just clarity when you need it, woven into the agent experience.

What Agents Tell Us

The feedback we hear from agents is consistent: Sanas makes their jobs easier. They don’t have to repeat themselves as often. They can focus on helping customers. And they feel more confident because their real voice comes through.

That’s what simplicity looks like. Not another panel to click. Not another option to configure. Just one less barrier between agents and the people they serve.

Want to hear what more agents think about Sanas? Listen to their stories!

Keep It Simple to Empower Your Agents

Too much customization creates problems at scale — what looks like flexibility can quickly turn into inconsistency. 

If you’re investing in technology for your contact center, ask yourself: does this solution truly make life easier for agents? Or does it just add more cumbersome knobs, menus, and dashboards that look impressive on paper but create more work in practice?

Agents don’t need more complexity. They need the freedom to focus on what matters: connecting with customers, solving problems, and creating positive experiences.

As Frost & Sullivan noted in naming Sanas the 2025 Company of the Year in Accent Translation: “Sanas’ leadership is defined by the alignment of engineering excellence with ethical intent. The company’s speech understanding platform eliminates the need for accent erasure, redefines voice technology as a tool for equity — not conformity.”

Simple isn’t easy. But in customer experience, it’s the only thing that works.

Want to learn more about why Sanas was named Frost & Sullivan’s Company of the Year in Accent Translation? Read the full analyst report here.