Confident Client Conversations: How isolved Grows Its India Support Team with Sanas
Clear, Personal Support as isolved Grows
isolved is a human capital management company with payroll, HR and benefits offerings, about 3,000 employees and roughly 900 people in support and operations. As it grows its client-facing support team in India, isolved uses Sanas Accent Translation so every client conversation stays clear and personal. Sanas is in live production for the India team, and isolved has since extended Sanas to more of its teams.
The Challenge
isolved had more than 100 employees in India and planned to pass 200 by the end of 2026, with about 150 of them in client-facing roles. Most of that team would serve small-business clients, whose questions are less complex but who are the most sensitive to accents.
isolved wanted its agents to keep their individual voice, tone and empathy. It also wanted the change to land well with its people: a tool that helps them do their jobs, not something to hide.
“Our small-business clients are the least complex to serve and the most sensitive to accents, and that is where most of our India team will work. Accent translation is critical for that team.”Senior Vice President Operations, isolved
Why isolved Chose Sanas
Sanas fit isolved’s existing environment: Five9 for telephony, Microsoft Teams internally and Zoom Phone in some areas. It runs as a local desktop app on agents’ Windows laptops, with minimal IT lift and no contact-center platform integration.
In the demo, isolved’s leaders heard voices that sounded natural and were still recognizable as individual people. Administrators can set Sanas to always on, always off or available by user group, so each team can adjust as agents’ confidence grows. isolved also asked for single sign-on, train-the-trainer onboarding, 24/7 support aligned to India hours and controlled updates, and its security, legal and IT teams reviewed Sanas in parallel in April 2026.
“We locked in on Sanas because it is the vendor I have the most confidence in.”Senior Vice President Operations, isolved
How Sanas Helped
isolved kicked off its India rollout on April 30, 2026. Its Technical Project Manager led the work, and its Senior Manager of Operational Support connected the support and IT teams. A small first group confirmed the environment and audio on USB headsets before the team scaled. The ramp plan called for 57 seats in May, rising to 150 seats by August. isolved even shifted deployment day to fit the India team’s move into a new office.
isolved’s Director IT Services positioned Sanas as a positive, complementary tool that helps team members do their jobs, a deliberate choice for a workforce with questions about how accent technology would be received.
The Impact
By June 2026, isolved had moved from implementation into live production for its India support team. It follows the program through the service signals it already tracks: escalation feedback, transaction surveys, and CSAT and NPS-style measures.
isolved has since extended Sanas beyond client support. Its HR Services and HCM Implementation teams now use Sanas Language Translation on Spanish-English calls.
Conclusion
- Sanas Accent Translation in live production for isolved’s India support team
- A ramp plan to 150 client-facing seats
- Natural voices that keep each agent’s tone and empathy
- Flexible admin controls, single sign-on and 24/7 support aligned to India hours
- Sanas extended to HR Services and HCM Implementation
