Sigma Connected extends partnership with IRIS Clarity

Birmingham-based business outsourcing provider Sigma Connected has announced an extended partnership with audio specialist IRIS Clarity as it continues to enhance the company’s call handling and sound quality through an innovative Artificial Intelligence (AI) noise cancellation platform.

IRIS Audio dramatically improves how people experience audio in multiple sectors including call centres, public services and motor racing. Sigma Connected, which delivers customer experience services across the utilities, financial, telecommunications and insurance sectors, has partnered with IRIS to introduce the cutting-edge AI noise-cancelling solution across its contact centre offices in South Africa, which serve customers across the UK.

Ian Gerleman, chief technology officer at Sigma Connected said: “We are, and always will be, all about making that human connection with our clients’ customers. That means only the best person-to-person interactions will do, especially for complex and sensitive calls which need concentration and personalised interaction. That can only be done if we continue to embrace and keep up with the latest technology.

“The background noise-cancelling IRIS Clarity system has already been a great success in some of our South African locations, so we’re delighted to be rolling it out further and over the next few months we expect the majority of our agents to be using the technology. It is already helping to improve the quality of calls for our UK customers while retaining that much-valued personal touch.“

The system, initially trialled in February, has been highly successful, with the technology effectively isolating all background noise and voices during calls. This ensures customers experience no distractions, allowing for clearer conversations with the contact centre agents.

Jacobi Anstruther, CEO of IRIS, added: “We’re hugely excited to be partnering with Sigma Connected as they continue to drive further connection and empathy in their customer calls using IRIS Clarity. We think AI initiatives such as this are crucial for the future of good CX, especially with sensitive and complex conversations, and are delighted to play a part in Sigma Connected’s strategy going forward.”