Lionbridge unveils GeoFluent® real-time translation for omni-channel customer care

PRESS RELEASE: Lionbridge Technologies announced it has broadened its proven GeoFluent real-time translation technology to include new omni-channel customer care features for contact centers and business process outsourcers (BPOs). With these new features, customers can deliver effective real-time multilingual interactions across all communication channels, from virtual and agent-assisted chat, to email, in-call voice, social, SMS, forums, knowledge bases, helpdesk and ticketing.

Contact Centre CLUB

GeoFluent’s multi-channel support allows brands to consistently engage in customers’ and prospects’ preferred languages and channels. As a result, contact centers are able to:

Improve Customer Experience (CX) Across Markets and Channels: Eliminating language as a communications barrier reduces customer effort, resulting in increased CSAT and NPS scores.

Lower Costs: Enabling omni-lingual capabilities to self-service and digital channels deflects inbound calls, decreasing the need to staff across all languages.

Minimize Complexity and Risk: With always-on multilingual options, GeoFluent enables customers to standardize service and compliance across languages. It also provides protection against attrition for previously thinly staffed regions and languages.

Preserve Global Brand Consistency: GeoFluent preserves key brand terms, names and glossary to ensure accurate representation of trademarks, product names and brand elements in every language.

“Providing multilingual customer care traditionally required hiring agents, establishing in-country contact centers and/or using over-the-phone interpretation services,” said Marc Osofsky, SVP and GM of Global Offerings at Lionbridge. “GeoFluent changes the game by spanning all communication channels, allowing brands and BPOs to match consumer’s communication preferences, regardless of language. Combining omni-lingual with omni-channel enables contact centers to deliver the greatest global customer experience at a fraction of the cost.”

Because GeoFluent is designed specifically for contact centers, it easily integrates with leading communications platforms, from complete omni-channel providers to single channel best-of-breed offerings. GeoFluent is integrated into industry leading communication platforms – such as LivePerson LogMeIn, Moxie, Salesforce.com, Verint and Zendesk. This extends the value of customers’ existing investments and infrastructure, and provides a seamless experience to consumers and agents.

“As an Ireland-based contact center, it’s essential to provide real-time translation to our global customers in an efficient way. With Lionbridge’s GeoFluent implemented to our existing Moxie chat application, our English speaking contact center agents were able to conduct real-time chat sessions in Spanish,” said Keith Lodewyk, Customer Care Team Lead, RCI. “The impacts have been significant, including increased customer satisfaction and reduced customer effort, coupled with increased call deflection and not having to hire as many multi-lingual agents. This combination makes GeoFluent a great fit for RCI and our members.”

“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!”