As a consultant I have the privilege of visiting a lot of companies, the pleasure of seeing how they work, and the challenge of trying to align their business needs with technology. Every company has its business-specific or industry-specific requirements but some of them are common.
Lately I came across an important requirement. Some companies have their support centres based in one country, but they serve many other countries all over the world. Therefore, their customer service teams need to have language skills/capabilities in order to better serve their customers.
RightNow CX is available in 30+ languages. If a company needs to provide support in different languages it can buy another RightNow Internal Interface and also another RightNow External Interface. But if many languages are needed it can be painful (or expensive) to manage so many interfaces.
A few months ago I came across Language I/O, an Oracle Gold Partner specialized in providing products for translation automation. Language I/O has two products that plug into RightNow CX and automate the translation of Incidents or Answers into 100+ languages.
- LinguistNow Help: Automates high-quality, human translation of help and FAQ content (Answers), and also localizes links embedded within the content. This feature saves content editors days of manual link editing within the translated content.
- LinguistNow Response: Enables English speaking customer service agents to respond to Incidents in any language. It is embedded in the RightNow Agent Desktop and leverages both rapid-turn-around human translation as well as machine translation.
The product seemed very good so I asked for a demo. Kaarina Kvaavik (Managing Partner) and Lucia Kash (Business Development Director) were kind enough to show it to me and I was really impressed with what I saw. LinguistNow seems to be a very mature product that can really bring added value.
It translates RightNow Answers and Incidents in two ways:
- Translate (automatic translation)
- Re-translate (professional human translation). [average of 35 min to have the translation]
For companies with this kind of needs, it is really worth to have a look at this product.