Unbabel takes home top award for Innovation in Customer Service

March 1, 2021

Unbabel has been recognized for disruption and innovation, notching a win for “Best Innovation in Customer Service” at the European Contact Center and Customer Service Awards. Working closely with Concentrix, the AI startup has removed the language variable from global customer support, reducing costs while improving customer experience.

London, UK and Lisbon, Portugal: Unbabel, the AI+human translation platform, won the award for “Best Innovation in Customer Service,” at the European Contact Centre and Customer Service Award (ECCCSA), together with BPO partner Concentrix.

Now in their 19th year, the awards brought together major brands and players in customer support at Evolution, Battersea Park, London, with BBC journalist Fiona Bruce hosting the ceremony. The longest running awards program in the industry, the ECCSA recognize organizations across Europe that are leading the way in delivering exceptional customer service.

Judges cited the profound operational impact of Unbabel and Concentrix’s use case. Challenged to deliver excellent support for one of the largest names in travel, Unbabel and Concentrix created the first multilingual customer service hub of its kind. By leveraging Unbabel’s AI-powered, human refined translation platform, Concentrix agents are able to provide engaging customer support in 29 business-critical languages.

For Concentrix and Unbabel’s joint client, this operational flexibility translated into significant cost reductions — including in notoriously expensive languages like French and German — within just six months of rollout. These savings are even more meaningful in light of customer satisfaction metrics: CSAT scores from the multilingual hub outscored those of in-house native speakers.

The panel further highlighted Unbabel’s signature blend of human and artificial intelligence. By combining the speed and scale of machine translation with the authenticity of a native speaker, the translation startup delivers human-quality translations at a massive scale.

Unbabel and Concentrix’s center of excellence model is poised to change the way businesses deliver customer service, removing the language variable from global enterprises’ operations. Vasco Pedro, CEO of Unbabel, who accepted the award in London, commented: “I’m delighted that we’ve been recognised by the ECCCSAs for our work with Concentrix. Today, customer satisfaction is at the top of the business agenda, so being able to serve customers immediately in their native language represents a great competitive advantage. I’m proud of our team, who delivered a truly disruptive solution in partnership with our friends at Concentrix.”

Paula Kennedy Garcia from Concentrix added: “Our strategic partnership with Unbabel elevates the extensive multilingual delivery we have across the globe. It’s a perfect synergy for how we deliberately look to disrupt and transform traditional solutions to be future-first in design for 21st-century customer experience. The unique combination of advanced machine learning, AI and highly-proficient crowdsourcing has empowered the creation of highly skilled multi-lingual hubs in low-cost, language-agnostic locations, capable of any-time support in 29 languages, making truly global 247 support even more accessible for our clients and customers.”

About Unbabel

Unbabel enables modern enterprises to serve customers in their native languages, with always-on, scalable translation across digital channels.

Powered by AI and refined by a global community of translators, Unbabel combines the speed and scale of machine translation with the authenticity that can come only from a native speaker.

Unbabel has raised $91M in funding and has over 200 employees across its Lisbon headquarters and offices in San Francisco, New York, and Pittsburgh. Leading brands like Facebook, Microsoft, Booking.com, and easyJet use Unbabel to make their customers happier and their support operations vastly more efficient.

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Content Team

Unbabel’s Content Team is responsible for showcasing Unbabel’s continuous growth and incredible pool of in-house experts. It delivers Unbabel’s unique brand across channels and produces accessible, compelling content on translation, localization, language, tech, CS, marketing, and more.