Contact centers are of great importance for many businesses; the main reason being that they are the primary point of contact for customers to interact with the company. This allows customers to get their questions answered, issues resolved, and to receive support for the company's products or services. Efficient contact centers see happier customers and a better overall brand image.
That is the ideal situation for contact centers to be in. However, there are contact centers that often face the challenge of handling a high call volume. High call volumes lead to long wait times for customers, which can result in frustration and dissatisfaction. In addition, high call volume also leads to increased staffing costs, as contact centers may need to hire more agents to handle this increased volume.
LanguageLoop, an Australian full-service language provider that delivers essential translation and interpreting services to customers, saw their contact center fielding more than 500,000 customer interactions annually and connect customers with almost 3,000 contracted interpreters.
LanguageLoop experienced significant limitations in handling the required call volume and needed to move to a flexible cloud-based solution with comprehensive interactive voice response services. That led to LanguageLoop engaging with NICE to transform the customer experience and unify its operations with CXone.
“LanguageLoop delivers mission-critical services to thousands of customers, and CXone is now a vital piece of its supporting infrastructure,” said Darren Rushworth, President, NICE.
NICE CXone enables LanguageLoop to seamlessly automate its inbound interactions and quickly connect customers with available interpreters, providing an efficient solution for customers requiring essential communication services where English is not their first language.
With CXone, customers call in and use their LanguageLoop identification number to connect with translation and interpretation services in more than 190 languages. CXone also seamlessly integrates with LanguageLoop’s booking system and supports its dedicated contact center staff in processing bookings for translating and interpreting services.
Additionally, CXone’s interface allows LanguageLoop to make direct and rapid changes to its solution without needing supplementary technical support. The LanguageLoop team can make changes, test, and subsequently deploy within short timeframes to ensure hassle-free experiences for its customers.
“NICE CXone is the ideal solution for LanguageLoop as it delivers a mature and intuitive cloud native solution that can be fully automated to deliver a streamlined service to connect customers with contracted interpreters in mission and life-critical events,” said George Bisas, CEO, LanguageLoop. “It brings together all the individual pieces of the LanguageLoop contact center into a more connected solution that delivers greater efficiencies for the business.”
With the benefit of CXone’s open API, LanguageLoop more efficiently productizes its service and goes to market faster with a better-rounded product portfolio.
Edited by Alex Passett