ibex Cuts Communication Defects by About 40 Percent with Targeted Sanas Accent Translation
Precision Over a Blanket Rollout
ibex is a global BPO with operations across Latin America, including Nicaragua, the Philippines and India. Instead of applying technology to everyone the same way, ibex targets Sanas Accent Translation where its own data shows communication problems. On a large healthcare program, that approach has cut communication defects by about 40 percent, and Sanas now runs in more than 40 production workspaces supporting thousands of ibex agents.
The Challenge
ibex wanted to support its voice-heavy teams where clearer communication would make a real difference to customers, without treating accent as the whole story or lowering its bar for agent capability. It needed:
- A practical way to identify the agents and programs that would benefit most
- A link between speech technology and the quality signals its teams already measure
- A disciplined way to use Sanas in recruiting decisions
- A clear view of rollout readiness across regions
The Approach
ibex built a targeted deployment model around how its teams already evaluate service quality:
- Targeted by data: customer speech analytics identify accent-specific feedback, and Sanas is applied where that feedback appears
- Focused on voice-heavy populations rather than every seat
- A high bar for capability: Sanas supports clarity while ibex keeps its standards on reasoning, grammar and word choice
ibex applies the same discipline to hiring. Candidates complete ibex’s full recruiting process first. If a candidate falls short only on the language assessment, ibex has them retake it with Sanas, and candidates who then reach the level the client requires go into production with Sanas.
“We use Sanas in recruiting, and we are deliberate about it. A candidate goes through our whole process first. Only if they fail the language assessment do we have them retake it with Sanas, and if that gets them to the level the client requires, they go into production with Sanas. It is not a magic bullet; it softens the accent.”Senior Vice President, Customer Success and Business Insight, ibex
The Results
On a large healthcare client program, ibex measured:
- About 40% reduction in communication defects where speech analytics flagged accent-specific feedback and Sanas was applied
- A new trigger for deployment: communication defects rather than NPS performance
- A repeatable way to connect speech technology with the signals its teams already track
“Our trigger is no longer NPS performance; it is purely communication defects. We use speech analytics to identify accent feedback specifically, and when we apply Sanas there, we see roughly a 40 percent reduction in communication defects.”Senior Vice President, Customer Success and Business Insight, ibex
Operational Scale
ibex rolled Sanas out across its regional operations through a structured operating model covering deployment status, readiness, regional usage and escalation paths, and moved its teams onto Sanas’s unified portal and current application.
- 40+ production workspaces by May 2026
- Thousands of agents supported worldwide
- Operations teams aligned on the populations and programs where Sanas is used
Conclusion
For ibex, Sanas is a deliberate part of how it improves communication quality: applied where the data says it matters, used carefully in recruiting, and measured by the communication defects its clients care about.
