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Mature Clinical Labeling Models and Language Excellence
Reduce rework and approval latency to enable faster, scalable, and more predictable study start-up.
Case Study: Multilingual Retail Marketing
New AI Content Creation Solutions for a Sports and Apparel Giant
- RESOURCES
Navigate Critical Moments with Powerful On-Demand Interpretation Solutions
Seamless communication is crucial to staying competitive and connected in today's hyper-globalized world. Our managed over-the-phone (OPI) interpretation service offers secure access to professional interpreters, ensuring you have customized language support — whenever and wherever you need it.
A managed over-the-phone interpretation services contract guarantees 24/7 on-demand access to professional interpreters providing:
- Expert management
- Robust reporting
- Experienced, professional-level interpretation
- 380+ languages
- Industry-specific experts
- Scalable options for any call volume
- Customizable call routing and interpreter connection preferences
- On-request reporting for metadata (like order numbers)
- Programmable interactive voice recognition (IVR) with any language and access controls
Qualified Interpreters for Any Call in Any Language
Our trained and vetted professionals adhere to strict quality criteria. Lionbridge interpreters are qualified and undergo continuous evaluations. We guarantee quality, cultural understanding, and compliance.
Security and Compliance
Protect your organization and customers’ confidential information. Ensure regulatory standard compliance, including HIPAA.
Best-in-Class Call Handle Times
With industry-leading connection times to keep call handle time low and meeting customer expectations. We connect to a wide variety of platforms in the ways your customers need.
Consistent Brand Voice
Maintain brand consistency and regulatory compliance with interpreter training packets. Share your scripts, glossaries, frequently used forms, and more with interpreters.
Dependable Disaster Recovery Interpretation Services
A case study of Lionbridge's managed over-the-phone interpretation services in action
Lionbridge's telephone interpretation services leveraged flexible technology to ensure transparency and seamless customer experience for a call center's disaster recovery plan. Read how we assisted this company when a hurricane struck their Florida and Puerto Rico customer base.
700% Call Volume Increase
With an impending storm, a leading waste management company diverted calls to two unaffected branches. This resulted in a 700% increase in call volume and a Spanish-speaking gap.
24-Hour Notice
Lionbridge provided Spanish interpretation to its customers within 24 hours. We tapped our deep networks to assemble a team and developed a detailed support plan.
100% Filled Calls
Our customer continued operations with no performance drop and ensured the safety of its Floridian and Puerto Rican representatives. Lionbridge's over-the-phone interpretation support helped the company maintain a 100% fulfillment rate during the hurricanes.
Our Managed Over-the-Phone Interpretation Services Customers
- bmo
- dell
- genentech
- kemper
- nationwide
- cms
- Johns Hopkins
- UMASS Medical School
- Visiting Nurse Service (VNSNY)
- California Dept of Public Health
- Virginia BDHDS
- Texas Department of Health and Human Services
Managed Over-the-Phone Interpretation Services Thought Leadership
“[My Lionbridge interpreter] was outstanding. The client had to discuss some complicated topics, including lawful presence and navigating a website to purchase a medical plan by connecting with a broker. The interpreter did an excellent job clarifying the client’s questions and answers and ensuring we understood each other. He was patient, polite, and spoke very clearly. I know the client also thanked him for his help at the end of the call. He ameliorated what could have been a very confusing and frustrating situation and helped the customer move forward.”
Government Healthcare Provider
Managed, Over-the-Phone Interpretation Services FAQs
These are the answers to questions our customers frequently ask.
The role of human interpreters is critical. We provide customers with high-quality human interpretation in situations where context, empathy, experience, and accuracy are vital. We also offer AI solutions for customers who specifically require them. Most importantly, Lionbridge is here to provide expertise and guidance about when to use AI interpretation.
Lionbridge’s OPI service is specifically designed to handle volume surges and provide robust, reliable services — even during an emergency. Our virtual call center model connects interpreters with customers from remote locations all across the country. This ensures continuity of services in the event of localized or national events, such as severe weather or disease-related quarantine.
We facilitate quality reporting through a self-service reporting process with multiple data fields, regular email exchanges of reports in Excel format, and real-time reviews of contract performance.
Every business and every project is unique. Your language program manager will help you determine an optimal call flow for your needs. Key customizable aspects include the ability to track and report on metadata like order numbers. You can also program the interactive voice recognition (IVR) with languages you use most often.
To maintain brand consistency, Lionbridge can provide interpreters with scripts, glossaries, and frequently used forms – all in real time for each call.
Yes. Lionbridge Instant Interpreter provides self-service, over-the-phone interpretation. You can get connected with a qualified linguist in seconds – no contract, no commitment, and easy, per-minute pricing.
Providers with a large language list and a robust infrastructure will help you support your customer base’s full breadth and scale. Look for words like "real-time," "click-to-call," and "hosted language IVR" to ensure your provider is available on demand. Most importantly, choose a trustworthy partner. Look for a provider with high fulfillment rates, fast connection times, and positive customer reviews.
Take a look at our in-depth guide to choosing the right interpretation provider.
