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Alorica Debuts Solution to Eliminate Language Barriers in Customer Support

By Tracey E. Schelmetic March 12, 2024

Even as businesses have become more global, multilingual language fluency hasn’t changed all that much across human populations. For this reason, language barriers are one of the largest bumps in the road for global businesses, and companies lose significant business because of a lack of multi-lingual support. Few workers have the type of multilanguage fluency that global businesses require, and those who do tend to be highly in demand. In recent years, however, technology has taken down some of the barriers, particularly when it comes to customer support interactions.

In late February, Alorica Inc., a global customer experience (CX) solutions provider, announced the launch of its Real-time Voice Language Translation (ReVoLT), effectively eliminating language barriers during live customer interactions. This offering is the centerpiece of Alorica Clear, an AI-powered solution suite designed to improve the way businesses communicate with their global customer base through seamless voice language translation, accent localization and background noise cancellation.

The services are enabled by an exclusive linguistic processing platform that applies AI to offer translation capabilities designed for multilingual CX across digital and voice channels. ReVoLT provides bi-directional voice translation, grammar correction and transcription for 75 languages and 200 dialects with high scalability and security.

By integrating this technology, organizations can stand up their service operations anywhere and support customers across the globe in their native language, improving service and reducing costs by up to 50%, said the company.

“The demand for multilingual service is exploding due to an increasingly interconnected world where brands engage consumers through personalized experiences,” said Mike Clifton, Alorica’s Chief Growth and Transformation Officer. “Customers place high value on localization, but CX leaders are struggling to efficiently scale their contact centers across multiple geographies. Multilingual support has historically required fragmented queues or locations, which adds complexity and cost while reducing quality. ReVoLT is our strategic response to this growing need, empowering our clients to deliver centralized, effective and culturally sensitive customer support while achieving significant savings and improved service.”

Edited by Alex Passett
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