News : Lionbridge Introduces the Future of Over-the-Phone Interpretation
Waltham, Mass. February, 2018 -- Lionbridge Technologies, Inc., a translation and digital communications company, introduced over-the-phone interpretation (OPI) with GeoFluent Interpreter Direct, a suite of services that improves the customer experience for firms in need of real-time interpretation. With GeoFluent Interpreter Direct, a customer will no longer be forced to communicate with a brand agent of a different language without an interpreter already on the line to facilitate the interaction.
While OPI is effective in providing access to languages that organizations aren’t staffed to support, it often requires non-native speakers to communicate with brand agents of a different language which results in an awkward customer experience. This experience is a stark contrast to callers whose language is supported, where questions are answered quickly and the conversation is productive immediately.
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"Organizations focused on customer experience recognize that traditional OPI, which is voice only, is inefficient for agents and provides a high-effort and frustrating experience for consumers. Brands have made significant investments to improve customer experience, yet if you don’t speak the primary language(s) supported by the brand, you continue to have a high effort, inefficient and difficult interaction experience. GeoFluent Interpreter Direct is a significant step towards providing all language speakers with a great and seamless customer experience," said Tom Tseki, Vice President & General Manager, Customer Care Solutions, Lionbridge.
GeoFluent Interpreter Direct is available as part of the GeoFluent Omnichannel/Omnilingual Suite, which enables contact centers and service desks to support all languages across all voice, chat or e-mail.
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Lionbridge Technologies, Inc. commonly known as Lionbridge, is a company based in Waltham, Massachusetts, United States that provides translation, online marketing, global content management and application testing products.
Published: Monday, February 12, 2018
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