Vonage and Deepgram: Enabling Real-Time Translation for Contact Centers

Vonage and Deepgram have developed a proof of concept for real-time voice translation in contact centers, aiming to reduce the customer frustration, staffing constraints, and operational complexity caused by language mismatches. The system uses Vonage’s communications APIs to route calls and stream audio, while Deepgram provides low-latency speech-to-text and text-to-speech; spoken content is transcribed in under 200 milliseconds, translated, and synthesized into the listener’s language. Agents and callers can therefore each speak naturally in their preferred language while receiving translated audio and, for agents, real-time subtitles. The approach could expand hiring pools, reduce the need for language-specific queues, IVRs, training, transfers, and callbacks, improve first-call resolution, and support scalable multilingual service while potentially strengthening customer satisfaction and loyalty.

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