WALTHAM, Mass., Jan. 19, 2016 /PRNewswire/ -- Lionbridge
Technologies, Inc. (Nasdaq: LIOX), today announced it has broadened
its 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 (a complete list is available
here).
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.
GeoFluent also includes new real-time dashboards and reports.
With insight into consumer engagements by both channel and
language, contact centers can better manage their multilingual
support.
"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.
Supporting Customer Quotes:
"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!"
About GeoFluent
GeoFluent, a SaaS offering from Lionbridge, eliminates language
as a barrier between contact centers and consumers. By providing
omni-lingual support across the omni-channel, brands improve CX,
increase revenue and decrease cost and risk. GeoFluent
integrates with leading contact center communications platforms to
maximize customers' existing investments, enabling them to support
95% of the world's GDP languages.
About Lionbridge
Lionbridge enables more than 800
world-leading brands to increase international market share, speed
adoption of products and effectively engage their customers in
local markets worldwide. Using our innovative cloud technology
platforms and our global crowd of more than 100,000 professional
cloud workers, we provide translation, online marketing, global
content management and application testing solutions that ensure
global brand consistency, local relevancy and technical usability
across all touch points of the customer lifecycle. Based in
Waltham, Mass., Lionbridge
maintains solution centers in 27 countries. To learn more, visit
www.lionbridge.com.
Media Contacts:
Sara Buda
Lionbridge Technologies
sara.buda@lionbridge.com
+1-781-434-6190
Lucy Huber
Text100
NALionbridge@text100.com
+1-617-399-4984
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SOURCE Lionbridge Technologies, Inc.