Onity Group Brings Sanas Accent Translation to 350 Mortgage-Servicing Agents
Clearer Conversations for High-Volume Mortgage Servicing
Onity Group supports mortgage servicing through contact centers in Bangalore, Mumbai and Manila, where each agent handles 40 to 50 calls a day. After a hands-on evaluation in its own environment, Onity chose Sanas Accent Translation and by April 2026 had about 350 users live across its distributed operation.
The Challenge
Onity needed a speech solution that would work across its operation, not just in a demo. It had to:
- Fit different accents, locations, headset environments and operating teams
- Add no friction for agents handling 40 to 50 calls a day
- Avoid creating an unmanageable burden for IT
- Be supportable across India and the Philippines at contact-center scale
The Approach
Onity ran a two-week, hands-on evaluation of Sanas Accent Translation in spring 2025. The team looked closely at agent experience, technical readiness, local support, rollout planning and the ability to support a distributed operation, and it held a reference call with a large BPO already running Sanas to understand what a broad deployment could look like.
The results were practical and clear:
- The application was easy to load
- It passed Onity’s information-security review
- Agents responded positively
- Onity’s IT team found Sanas easy to use and friendly to administer
“We completed the [evaluation], and the experience with Sanas was great, even from the agent perspective.”Senior Manager, IT Engineering and Operations, Onity Group
Why Onity Chose Sanas
Onity reviewed its findings with leadership and selected Sanas for its usability, its fit with the contact-center environment and local support across its India and Philippines teams. The choice reflected Onity’s trial-first approach: prove value and fit in the real environment before committing.
The Rollout
Onity turned the evaluation into a coordinated rollout program, planned in August 2025 for 300 to 400 headsets:
- Onity’s IT team led workspace setup, desktop support and system checks
- Training was scheduled as agents received their headsets, so each team could activate Sanas in the same session
- Onity’s own IT and desktop teams took over day-to-day support once the rollout settled
The Results
- About 350 users on Sanas Accent Translation by April 2026
- Straightforward deployment that cleared information-security review
- Positive reception from agents and the operations team
- A repeatable model for installation, training and support ownership
“It is a great technology because it enables people to communicate with anybody more clearly.”Vice President, IT Infrastructure, Onity Group
Conclusion
For a mortgage-servicing operation handling high daily call volumes, Onity has a practical way to bring clearer communication into real agent workflows, with a coordinated support model its own teams run, and an operating foundation for broader use across its contact centers.
