Sanas Reviews & Product Details

For us the decision rested on what happens during the call itself. Accent Translation is now a default part of the voice work we deliver from India, and our agents keep their own voice. Across close to half a million Sanas calls last year and about 50,000 after-call surveys, no customer comment said an agent sounded flat or artificial. It installs on the agent laptop and works with the softphones and USB headsets our teams already run. Review collected by and hosted on G2.com.

I would like more packaged architecture documents and written success stories ready for our sales and delivery teams. Sanas shares them whenever we ask, so it is a small request. Review collected by and hosted on G2.com.

The part I value most is that translation runs inside the Zendesk calling setup our agents already work in, so nobody had to learn a separate tool. An English-speaking agent can hold a live conversation with a Spanish-speaking driver. We handed Sanas our own glossary and sample calls, and our operations manager found the English-to-Spanish direction clean on the kinds of calls drivers actually need. Review collected by and hosted on G2.com.

Some driver conversations come up in Portuguese, and we focused our rollout on English to Spanish first. Adding that is on my wish list for later, but it has not held us back. Review collected by and hosted on G2.com.

We've run Sanas across our offshore and nearshore programs for more than five years. The accent translation works in real time, and agents don't have to change how they work to use it. That matters. Any tool that adds steps to an agent's workflow gets ignored by week three.

What stood out early was how quickly agents trusted it. Once they heard themselves through it, adoption took care of itself. We didn't have to push it. The noise cancellation is also a real benefit for agents working from home or on busy production floors. Review collected by and hosted on G2.com.

Early on, the reporting side lagged behind the core product. We wanted cleaner usage data by agent and by program so our ops leaders could tie Sanas directly to performance trends without pulling data manually. That has improved, but there's still room for deeper analytics our clients can see without us building the view ourselves. Review collected by and hosted on G2.com.

It offers an excellent user interface, and the onboarding process is simple and efficient, saving valuable time. Additionally, its performance and AI models are significantly superior to those of its competitors. Review collected by and hosted on G2.com.

We have already suggested adding a few more features to the admin web UI to further enhance its functionality and improve the overall user experience. Review collected by and hosted on G2.com.

I listened to about 10 calls from the same agents with Sanas on and off, and the difference was significant, both on the accent side and with background noise. The agents still sound like themselves, just easier to follow. Those call samples alone were enough for me to decide we wanted to go ahead, and the pilot data backed it up. Review collected by and hosted on G2.com.

Our agents in Mexico were on Chromebooks, so we needed to buy and ship Macs to run the pilot. Chromebook support would make adding agents simpler. Review collected by and hosted on G2.com.

I see Sanas as an investment in the one thing every call depends on: the customer and the agent understanding each other. Accent Translation adjusts how an agent's accent is heard during the live call, while their own voice and emotion come through intact. Speech Enhancement cleans up audio from busy or home environments, and Language Translation opens up more languages using the teams we already have. The work happens on the agent's machine and nothing from the call is retained. Review collected by and hosted on G2.com.

In the past agents needed to get the right headsets and settings for Sanas to work better and feel natural, however after that things went well. Our site leadership was able to sort those issues out. Occasional and isolated issues with Sanas starting up. Review collected by and hosted on G2.com.

As a director, I check whether a tool can stand up to a client's scrutiny before I look at features. Sanas held up there. It runs on the agent's own machine and does not keep call data, and when our security team asked how the models are built, Sanas told us they are trained in-house on proprietary data and that the generated output is limited to the accent and background audio. Our evaluation also judged the result the way a customer would, on pronunciation, naturalness and whether the voice sounded pleasant. Review collected by and hosted on G2.com.

A small wish: one self-serve pack of deployment, training and user guides at kickoff. We asked for updated training material before our agent sessions began, and having it from day one would save our coordinators a step. Review collected by and hosted on G2.com.

1. Real Time accent translation capability of Sanas is a strong competitive advantage

2. Multilingual translation capability - both breadth as well as depth

3. Seamless integration of the workflow of translation while keeping the language of caller as well as agent "frictionless"

4. Ability to plug and play Sanas on our agents desktop, CCaaS and softphone tools have been called out both by our clients as well as our project team

5. Ease of deployment as well as UI / UX of Sanas is an added advantage and has been called out by our users and Support teams Review collected by and hosted on G2.com.

Sanas can do better by generating qualitative regional reporting that helps me in measuring and monitoring adoption and generate benchmarks as well as help in tracking effectiveness, progression and most importantly on adherence to ROI assumptions. A regional view that enables ease of benchmarking is another area that will be helpful. Today there is no adverse impact as I get the information tracked manually Review collected by and hosted on G2.com.

From a workforce planning perspective, Sanas helped improve communication effectiveness during our online travel program pilot. We observed a preliminary 30-35% reduction in customers asking agents to repeat themselves, along with increased agent confidence and positive operational feedback. These improvements contributed to a better experience for both customers and employees. Review collected by and hosted on G2.com.

A small number of callers occasionally asked clarifying questions about the interaction. We addressed these through simple agent guidance and operational briefings. It was a minor adjustment that was easy to incorporate and did not materially affect the overall customer experience. Review collected by and hosted on G2.com.

Firstly, the improvement in call quality is a noticeable difference and it mitigates background noise on the call better than any headset (which generally only helps the person using the headset hear better). For a BPO company this is a major pain point.

We also like that it runs at sound card level- doesn't require any API into back-end phone systems and has no potential compliance or infosec risks.

Agents and callers all have given positive feedback and our internal Executive team themselves have noticed it when speaking to staff who have it implemented. Review collected by and hosted on G2.com.

We have not had any issues other than just ensuring our agents are turning it on consistently. Review collected by and hosted on G2.com.