Lionbridge Awarded Patent for Real-Time Translation Solution

GeoFluent’s innovations enable contact centres to easily provide consistent multilingual communications across all channels

WALTHAM, Mass. – August 10, 2016Lionbridge Technologies, Inc. (NASDAQ: LIOX), today announced it has received a patent for its GeoFluent real-time translation solution that enables contact centres to easily provide consistent multilingual communications across all channels.

The new patent number 9,141,606, titled “Methods and systems for multi-engine machine translation”, covers two GeoFluent innovations:

  • A proprietary linguistic layer that allows Lionbridge to tailor each GeoFluent machine translation instance to reflect customers’ specific use of language and messaging, thereby ensuring consistency across industry terminology, products, and most importantly, customers’ brands.
  • The ability to apply this proprietary customisation layer across multiple machine translation (MT) engines. This allows Lionbridge’s linguistics experts to apply a best-of-breed approach to selecting underlying MT technology and, when combined with GeoFluent’s unique customisation layer, provides clients with broad-based language coverage and the highest possible translation quality.

These unique features of GeoFluent provide a comprehensive, high-quality omni-lingual solution for contact centres and enterprise support departments, to support their customers and prospects across multiple languages without having to establish new in-country operations or hire multilingual agents.

“Contact centres realise the multiplier effect of multilingual support for customer loyalty and growth,” said Tom Tseki, Vice President & General Manager, Customer Care Solutions, Lionbridge. “At the same time, they are under pressure from consumers to expand from voice-only support to self-service, social, and digital channels. The sum of these now patented GeoFluent innovations provides contact centres with the translation quality they need to effectively eliminate language as a communications barrier across all channels.”

“First-generation real-time translation solutions that rely on pure MT-based technology are limited because of the potentially negative impact their translation quality can have on customer satisfaction (CSAT) and Customer Effort,” said Jay Marciano, Director of Real Time Translation Development, Lionbridge. “With slang, acronyms, misspellings, and channel or language-specific lingo commonplace in spoken and written communications, the intent of what a customer and agent are trying to communicate can be lost or garbled when translated using a traditional MT engine. The new patent for the second-generation GeoFluent solution overcomes these traditional MT issues by combining its linguistic layer with the world’s top automated translation technologies.”

GeoFluent announced enhancements earlier this year that broadened the solution, including omni-channel customer care features – including voice, chat, email, helpdesk/ticketing, and forms/communities. In addition, GeoFluent has received an award for CUSTOMER product of the year, been named a finalist for ICMI’s ‘Best New Technology Solution’ and Call Centre Week’s ‘Best Technology Solution Provider’, and has expanded its presence by adding new customers and partnering with reseller BETSOL.

About GeoFluent

GeoFluent, a SaaS offering from Lionbridge, eliminates language as a barrier between contact centres and consumers. By providing omni-lingual support across the omni-channel, brands improve customer experience, increase revenue, and decrease cost and risk. GeoFluent integrates with leading contact centre communications platforms to maximise customers’ existing investments, enabling them to support 95% of the world’s GDP languages. For more information, please visit www.lionbridge.com/geofluent.

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 centres in 27 countries. To learn more, visit www.lionbridge.com.

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