Virtual Office Resource

Lionbridge Technologies (News - Alert), a provider of translation, development and testing solutions, announced the launch of GeoFluent Chat 2.0, a powerful, cloud-based multilingual chat translation application designed to boost call center productivity.

Announced in April, GeoFluent is an on-demand call center solution that integrates Lionbridge's cloud-based language customization solutions with a statistical machine translation engine developed in IBM's (News - Alert) Watson Research Center.

The latest chat translator application provides  contact centers and enterprises with an on-demand, quality translation within their existing online chat applications.

GeoFluent Chat 2.0 allows English-speaking agents to engage customers and prospects online in multiple languages from one location. With this, the app increases agent productivity, accelerates revenue opportunities and reduces costs of in-country support.

According to Rory Cowan, CEO of Lionbridge, GeoFluent Chat is recognized as a cost-effective call center solution to increase online customer engagement, reduce dependence on in-country personnel, and increase agent productivity.

“By allowing one agent to engage users in multiple languages in real time from one location, contact centers are able to optimize their lower cost operations, remove language barriers and effectively connect with customers and prospects on-demand, anytime in any geography,” Cowan added.

The multilingual call center solution is enhanced with several new features. A new application programming interface (API) provides a dedicated, secure, seamless bi-lingual communication between a customer or prospect and a support agent within an organization's existing chat application.

By offering support for pre-chat survey applications, GeoFluent Chat 2.0 allows contact centers to present surveys, route chats to the appropriate agent and engage chats in the customer's preferred language. This will result in more effective pre-sales engagements and faster time to resolution for common support engagements.

The call center solution is also provided with a new reporting functionality that captures valuable metrics including chat invitations and sessions by language, percentage of translated chats converted into sales, and other performance data for contact centers and enterprises. All of these help in measuring the effectiveness of multilingual online chat sessions.