Clearer Agents, Happier Customers: How Ubiquity Grows Client Programs with Sanas
Clearer Agents, Growing Client Programs
Ubiquity is a mid-sized BPO with a U.S. site in McAllen, Texas and operations across Latin America, Africa and Asia-Pacific. It deployed Sanas Accent Translation on a fintech client’s customer-service program in the Philippines. The results went beyond what Ubiquity and its client expected, and by April 2026 Ubiquity had grown to 140 seats on Sanas.
The Challenge
In the Philippines, Ubiquity supports a fintech client’s prepaid-card customer service, with roughly 80 to 85 voice agents handling mostly inbound calls. Ubiquity saw a direct link between how clearly its agents are understood, the experience its client’s customers have, and its ability to grow programs where accent complaints could limit expansion.
It wanted a solution that would:
- Help multilingual agents be understood clearly on every call
- Keep customer service human-led
- Run on shared contact-center workstations
- Prove its value against the program’s own KPIs and customer feedback
The Approach
Ubiquity started on the fintech program in mid-2025 and measured the results against its own KPIs:
- 30 agents on Sanas, compared with their peers on the same program
- A 45-day measurement window, extended from the planned 30 days
- Baseline and KPI data from Ubiquity’s own operations team
- An agent survey alongside customer feedback
Ubiquity’s IT team set Sanas up for shared workstations. It used per-user activation, so results followed agents rather than machines, validated the setup on one workstation, and then expanded to the full group of four teams. The program kicked off on June 25, 2025, with virtual training for about a dozen Ubiquity leads the next day.
The Results
Midway through, Ubiquity shared its emerging results with the end client in a quarterly business review. By the wrap-up, the outcome had gone beyond expectations on both sides:
- Ubiquity’s leadership called the gains in customer feedback and customer experience solid
- The agent survey matched the feedback Ubiquity had gathered from agents during rollout and through the first month
- The program continued after the end client reviewed 30 days of data
“The result was in excess of what I expected, and from my conversations with the client, in excess of what they expected too. That is a strong outcome, no question about it, and something we would look to take forward.”Co-founder, Ubiquity
Growing With Clients
Sanas moved into ongoing use on the fintech program in late 2025. Ubiquity’s VP Solutions Engineering later heard the difference firsthand on the floor in the Philippines, listening to an agent directly and then through Sanas from a supervisor station.
“I heard the agent live, then through Sanas, and it sounded like a completely different person. I understood why the technology was taking off.”VP Solutions Engineering, Ubiquity
By April 2026, Ubiquity had grown to 140 seats and was discussing more programs where clearer agent communication supports growth. One example is a 450-agent program in the Philippines whose client wants to expand, and where accent-related complaints could otherwise hold that growth back.
“For that kind of program, we would gladly put Sanas on all of the agents because it helps us grow the business.”VP Solutions Engineering, Ubiquity
Conclusion
- Sanas Accent Translation live on a fintech customer-service program in the Philippines
- KPI-measured results beyond Ubiquity’s and its client’s expectations
- Growth to 140 seats by April 2026
- Sanas in place for new programs where clearer communication helps clients grow
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