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Lionbridge: Pioneering Inclusive Multilingual Customer Communication
Technology Category
- Networks & Connectivity - Routers & Bridges
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Buildings
- Cement
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Building Automation & Control
- Speech Recognition
Services
- Testing & Certification
The Challenge
Lionbridge, a global company, was facing challenges in providing high-quality multilingual customer and workforce experiences. The company's over-the-phone interpretation (OPI) services cater to a wide range of clients, including companies, government agencies, and healthcare providers, interacting with callers in over 350 languages. However, their existing communication platform was inflexible and time-consuming when it came to making changes. This lack of flexibility was hindering Lionbridge's ability to provide the level of customization their customers expected. The company needed a solution that would allow them to easily scale with the OPI market and changing landscape, while also delivering a better customer experience for both their customers and interpreters.
About The Customer
Lionbridge is a global company that provides language translation and localization services. They specialize in enabling conversations between English-speaking customer service agents and foreign-language speaking consumers, as well as creating or transforming content for a global audience in hundreds of languages. Lionbridge supports brands worldwide on their global journey and ensures that governments and nonprofits can deliver their services to any and all people, regardless of the language they speak. Their customer base includes everyone from Fortune 500 companies to local healthcare providers, and they treat each call as a real-time multilingual voice experience.
The Solution
Lionbridge partnered with Twilio, a cloud communications platform, to enhance their communication services. Twilio's platform impressed Lionbridge with its ease of use and the ability to build and engineer a solution that would improve the experience for both customers and interpreters. Lionbridge now uses several Twilio products and solutions, including Programmable Voice for over-the-phone interpretation, Twilio Insights, Twilio Client (WebRTC), and voice recognition. These tools have enabled Lionbridge to manage and personalize their platform to the extent their customers wanted and needed. With Twilio, Lionbridge has been able to offer customer-specific features like multiple layers of metadata, reconnect options, real-time reporting, faster connection times, and additional IVR customization.
Operational Impact
Quantitative Benefit
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