Will Voice Channel Enhancements Pave the Way for Better CX and EX?

Analyst(s): Keith Kirkpatrick
Publication Date: June 16, 2025

Accent-neutralization technology is aimed at improving communication clarity and efficiency in voice calls and is now seen as beneficial for enhancing both customer experience (CX) and employee experience (EX). This technology, complemented by live transcription, language translation, and conversational summaries, is designed to help improve the clarity, meaning, and overall quality of voice-channel interactions, during the call, for after-call analysis, as well as for driving next-best actions.

Key Points:

• Several companies are offering accent-neutralization and enhancement services designed to facilitate better communication and understanding during voice calls.
• Once controversial, these technologies represent an elegant way to improve both CX and EX by driving better understanding, efficiency, and productivity.
• Combined with other technologies, including live transcription, language translation, and conversational summaries, the immediacy and human connection of voice can be managed in a similar way to digital channels.

Overview:

While companies have increasingly shifted routine tasks to self-service and digital channels for scalability and cost reasons, voice remains essential for complex, high-stakes, or premium interactions. Voice channels are critical where internet access is unreliable or where a human touch is necessary to resolve sensitive or sophisticated issues. However, challenges such as accents, background noise, and language barriers make these engagements prone to misunderstanding and inefficiency.

Vendor Landscape

Several technology providers, such as CrystalSound, Krisp Technologies, Sanas, Tomato.ai, and Utell AI, now offer solutions to address these challenges. These vendors utilize accent-neutralization technology, which softens a speaker’s accent and aligns it more closely with the target audience’s language.

Accent-neutralization technology not only improves understanding but also reduces customer frustration and agent stress by minimizing miscommunication. This enhances empathy and human connection while addressing biases associated with foreign accents. It enables broader agent recruitment by removing the language proficiency barrier, focusing training on product knowledge rather than language skills.

Additionally, when bundled with noise cancellation, live translation, and conversation summarization, these solutions can reduce average handling times, improve satisfaction scores, and open new revenue opportunities. However, the balance between clarity and natural-sounding speech is crucial—overly robotic-sounding modifications can diminish the value of human agents.

Conclusion

Voice channel enhancements, particularly accent neutralization with other AI-driven tools, represent a pivotal evolution in customer and employee experience strategies. When executed naturally and seamlessly, they can significantly improve communication, reduce operational friction, and deliver measurable business benefits across global contact centers and enterprises with a large, geographically dispersed workforce.

The full report is available via Futurum Intelligence’s Enterprise Applications service subscription—click here for inquiry and access.

See the article from January 2024 that was critical about the use of this technology.

Futurum clients can read about it in the Enterprise Applications Intelligence Platform, and non-clients can learn more here: Enterprise Applications Practice.

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