GeoFluent: A New Technology to Enhance Multilingual Customer Care Communication - Lionbridge - ContactCenterWorld.com Blog
Your customers’ expectations are evolving: Customer care should too
Change is a constant for contact centers and business process outsourcers (BPOs).
Nowhere is this clearer than with omni-channel communication. Customers and prospects expect to engage how and when they want. Forrester Research drives this point home: For the first time, consumers are turning to web self-service as a first point of contact over support via phone (Forrester Research, “Contact Centers Must Go Digital Or Die”).
In response to these changing preferences, customer care organizations are complementing voice with self-service, digital, and agent-assisted digital channels.
To keep up with customer preferences, support across all major languages is a must-have
Language is one of the biggest opportunities that contact centers and BPOs have. It sits at the core of consumer preference.
But that’s a double-edged sword, because multilingual communication is also one of the hardest challenges to solve. Do you take an ad-hoc approach and leverage back office resources? Are voice-only, over-the-phone interpretation services the right strategy? Should you hire multilingual and native speaking agents? Or is the missing piece to open contact centers in new geographies?
Omni-lingual meets omni-channel customer care communication
Today, there’s a new option for your contact centers and BPOs: GeoFluent.
Deliver better customer experience (CX) at a lower cost with GeoFluent, a proven real-time translation technology solution that:
- Enables multilingual communication across channels
- Integrates with leading contact center communications platforms
- And delivers the highest levels of language quality
Omni-lingual and omni-channel: That’s a powerful combination, and customers are seeing the results.
“Our service reputation is crucial in helping us attract and retain recreational poker players,” said Chris Welch, Chief Executive Officer, PKR. “With Lionbridge’s GeoFluent solution, we can provide extraordinary customer support in multiple languages, leading to the increased satisfaction of our customers around the world and ultimately business growth for us.”
“Getaroom.com’s rapid global expansion created a unique language-specific demand seemingly overnight,” said Bill Ratliff, Senior VP of Operations, Getaroom.com. “Lionbridge’s GeoFluent solution has allowed us to continue our growth trajectory through this quick and cost-effective solution, hence enabling us to quickly scale our multi-lingual customer support. The implementation, support and overall process far exceeded our expectations and we are thrilled to have Lionbridge’s GeoFluent in our corner!”
Learn more about enabling efficient omni-lingual communication
Language is core to omni-channel customer care, and GeoFluent is changing the game. For more information, follow @GeoFluent and visit the Global Content & Localization Blog.
Are you going to Call Center Week Winter 2016 beginning January 26th? Learn more about omni-lingual capabilities at Lionbridge booth #216—and during our Big Idea presentation in the Expo Hall on Thursday, the 28th at 2:00.
Not going to Orlando? Watch this pre-recorded demonstration.
About the author
Tom Tseki is a contact center industry veteran. His experience and expertise include helping organizations implement and leverage omni-channel customer care strategies to improve CX, increase revenue, and gain contact center efficiencies.
He has a deep background in contact center technology as it relates to customer communication, analytics, and workforce optimization. Tom works closely with contact center and BPO leaders on strategies to improve care by reducing customer effort—leading to increased CSAT and NPS.
Publish Date: January 19, 2016 5:00 AM
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