In the field with Transcom

In the Field is Parloa’s partner and customer spotlight series. Each month, we’ll dive into how some of the world’s leading organizations are applying AI agents in real-world environments— sharing lessons, use cases, and practical insights from the people leading the change.

Transcom partners with leading global brands across retail, healthcare, finance, and other industries to deliver outsourced customer care, technical support, and sales. With decades of experience, they help clients achieve customer experience (CX) transformation, scaling service while maintaining quality and compliance.

With more than 30,000 employees in 20 countries managing millions of customer interactions every month, the company runs some of the world’s largest contact centers—leveraging a blend of digital tools and human expertise to drive exceptional CX.

For Cortney Jonas Burnos, VP of AI & Digital, that balance defines Transcom’s approach to modern CX.

That philosophy shapes every engagement. At the core is their CX Advisory team, dedicated solely to driving efficiency across people, processes, and technology.

Transcom applies AI in real-world environments, using data-driven insights and years of delivery experience to turn automation into measurable business results. The outcome is a model built to serve complex, regulated industries at scale while keeping the personal touch intact.

Why leading enterprises choose Transcom

Many CX providers force a choice between speed, personalization, and compliance. Transcom refuses that trade-off. Its operating model blends all three: automation removes friction, agents bring authenticity, and built-in governance ensures every interaction meets industry standards.

That long-term collaboration gives Transcom a deep understanding of client industries and customer expectations. While other BPO partners stay stagnant, Transcom is constantly moving the needle. The company’s advisory and innovation teams use those insights to anticipate challenges, fine-tune workflows, and help brands stay ahead of shifting market and regulatory demands.

The right partner for responsible automation

Transcom’s commitment to blending technology with human expertise naturally aligned with Parloa’s mission, making the partnership a clear fit from the start. Transcom sought an AI platform capable of handling real-world complexity without sacrificing reliability or regulatory compliance. Parloa’s enterprise-grade conversational AI delivered exactly that: lifecycle management to build, test, and scale agents safely; nuanced, brand-aligned dialogue; and security standards strong enough for healthcare, banking, and global retail.

Together, the teams have already achieved impressive results. One example is global travel brand TUI. Transcom implemented Parloa’s automated translation solution, enabling English-speaking agents in Cairo to serve customers in Dutch, Swedish, and Finnish. The impact was immediate:

• 100% first-call resolution across pre-travel tasks

• Significant CX gains, including faster responses and lower abandonment rates

• Significant operational savings by managing overflow calls from Cairo without the need for additional native-language teams, reducing costs while maintaining high-quality service delivery

• 100% agent satisfaction, driven by AI-assisted insights and next-best-response suggestions

Operationalizing trust

In regulated industries, great CX isn't just about service, it's about trust. That’s why Transcom and Parloa take a proactive rather than reactive approach. They embed governance and accountability into every layer of deployment—from upfront design to continuous monitoring. This way, compliance and customer confidence always move in step.

Each joint project follows a repeatable structure: scheduled compliance audits, agent testing before and after launch, human-in-the-loop validation for sensitive scenarios, and shared dashboards for transparency. Parloa provides the technical guardrails—encryption, ISO 27001 certification, regional data controls—while Transcom applies its own Trust & Safety framework to maintain GDPR, HIPAA, and finance-sector standards.

These practices create a shared foundation of trust. By pairing Parloa’s secure architecture with Transcom’s operational rigor, the partnership ensures that innovation never outpaces responsibility, and that every client can scale with confidence.

Results that scale

Across clients, the partnership is proving that responsible automation and measurable ROI can coexist. Transcom and Parloa have achieved over 70% task automation rates, 50% cost reductions, and 60% faster response times while maintaining brand tone and transforming your call center into a growth engine.

By offloading repetitive work to Parloa’s voice and digital agents, CX teams now focus on high-value interactions, those that drive loyalty, revenue, and trust. For clients, it’s a model that scales without compromise.

Looking ahead

Transcom outlines a clear vision for the future: AI that remains agentic yet accountable. As global regulations such as the EU AI Act raise the bar, Burnos sees technology and human oversight advancing together.

Together, Parloa and Transcom are showing how AI can make service faster and more personal without diminishing the human element.