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

Enables contact centres and business process outsourcers to provide consistent multilingual communications across all channels

WALTHAM, Massachusetts – January 19, 2016Lionbridge Technologies, Inc. (Nasdaq: LIOX), today announced it has broadened its proven GeoFluent real-time translation technology to include new omni-channel customer care features for contact centres 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 centres 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.
  • Minimise Complexity and Risk: With always-on multilingual options, GeoFluent enables customers to standardise 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 centres 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 centres to deliver the greatest global customer experience at a fraction of the cost.”

Because GeoFluent is designed specifically for contact centres, 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 centre, 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 centre 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 centres 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 centre communications platforms to maximise 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 centres 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