Get high levels of real-time translation quality for contact centers and other organizations
What is real-time translation?
Real-time translation (RTT) is a solution that provides actionable and timely translation of critical information. For contact centers, this includes chat, email, helpdesk/ticketing, forum/community, knowledgebase, and other channels. No matter what your brand’s primary language is or which languages your agents speak, RTT allows your contact center to communicate with any consumer at a fraction of the cost of hiring multilingual agents.
For other organizations doing business globally, examples range from email to website content. Regardless of your function or industry, you need to quickly deliver information across languages to your diverse audiences. That’s what RTT does.
Translation quality falls short in first-generation solutions
First-generation solutions relied on straight machine translation (MT)-based technology. Straight MT is effective for some use cases but often inappropriate for customer care and customer/prospect-facing communication because of the direct impact it can have on customer satisfaction.
For example, slang, acronyms, and language-specific lingo are common, and can wreak havoc on a straight MT engine—and therefore on a consumer’s experience. Now take the nuances and casualness that gets introduced on the web, via SMS, and across social channels. Shorthand, misspellings, and other channel-specific speak can completely change the context of the phrase or sentence when sent through a straight MT engine.
How second-generation RTT delivers superior translation quality
GeoFluent is a second-generation RTT solution that combines the world’s top translation engines with a patented linguistic layer to improve customer experience. The linguistic layer customizes and preserves translations to ensure consistency across industry terminology, products, and most importantly, customers’ and BPO’s client brands.
In addition to providing the best possible brand experience, GeoFluent’s patented linguistic layer also eliminates the common typos, misspellings, slang, and complex translation problems related to content and personalization. To improve automation for contact centers, GeoFluent provides pre-determined, professionally translated responses to common inquires. These, coupled with high-quality language for real-time communication, save your agents time and consistently deliver the right brand experience.
Continuous CX improvement
Get detailed insight into your omni-lingual interactions with advanced real-time translation analytics dashboards. GeoFluent uses this data to drive CX improvements by understanding how your contact center and customers/prospects are engaging across languages and channels. By analyzing the data and learning from your recent communication with customers, GeoFluent optimizes your interactions across languages and channels over time.