DATA SHEET

ABOUTLIONBRIDGE

THE CHALLENGE FOR GLOBAL CONTACT CENTERS

As products become increasingly sophisticated and complex, the volume and duration of calls to today’s contact center continues to grow exponentially, eroding both profit margins and customer service. Not surprisingly, online chat has emerged as a way for global manufacturers to engage with customers more immediately and cost-effectively. Unfortunately, when it comes to engaging withinternational and non-English speaking customers, many organizations struggle to provide effective, timely content and communications in multiple languages.

GEOFLUENT CHAT TURNS ENGLISH- SPEAKING AGENTS INTO GLOBAL COMMUNICATORS

GeoFluent Multilingual Chat is a real-time language translation solution that easily integrates with common chat applications to turn your English-speaking call center agents into “Global Communicators”. The ability to quickly and cost effectively engage and support customers in global markets through an online chat session, regardless of the languages spoken by either the customer

© 2015 Lionbridge

Lionbridge Technologies, Inc. (NASDAQ: LIOX) is a provider of translation, development and testing services. Lionbridge combines global resources with proven program management methodologies to serve as an outsource partner throughout a client’s product and content lifecycle—from development to translation, testing and maintenance. Global organizations rely on Lionbridge services to increase international market share, speed adoption of global products and content, and enhance their return on enterprise applications and IT system investments.

GeoFluent Chat for Moxie Real-TimeMultilingual Chat for the Global Contact Center

or the agent, can increase international revenue, reduce in-country infrastructure and support costs, and build customer satisfaction by improving “time to resolution” for your customers.

HOW DOES GEOFLUENT WORK?

The concept is simple – As agents engage in English, GeoFluent instantly translates the chat into the language of the customer. As customers respond in their native language, the GeoFluent application instantly translates it back to English so the agent is able to view the communication and respond in real-time from within the company’s chat application.

Agent ConsoleCustomer Chat Pop Up Window

Chat Window

Close

Send

Hello

How may Ihelp you?

Agent: Bonjour, comment puis-je vous aider?

End-User: Bonjour, j’ai un problème avec mon PC.

Chat Window

Close

Send

Hello

How may

Ihelp you?

Agent: Hello, how may I help you?

End-User: Hello, I have a problem with my PC.

LIVE HELPI’m Online

Start Chat

Hello, how may I help you?

Bonjour, comment

puis-je vous aider?

Bonjour, j’ai un problem avec

mon PC

Hello, I have a problem with

my PC.

Chat Application

DATA SHEET

© 2015 Lionbridge

NEW FEATURES MAKE GEOFLUENT CHAT EVEN MORE EFFECTIVE, MEASURABLE AND SECURE!

» Support for Proactive Chat. Proactive chats can now be initiated by the contact center agent based on a pre-defined set of rules which are based on user behavior, such as comparing two products, or placing items in a shopping cart without making a purchase.

» Integration with Surveys. GeoFluent now includes integration with pre-chat, post-chat, and off-line surveys enabling organizations to route calls to the agent with the most appropriate skill set.

» Chat Scorecard. GeoFluent Chat enhances reporting on the number of chats offered, the number accepted, and the number converted to a sale by enabling enterprises to measure and track the effectiveness of real-time chat by language.

» Chat Transcripts. GeoFluent Chat users can now request a transcript of a translated chat session.

KEY ADVANTAGES OF GEOFLUENT CHAT FOR MOXIE

» Supports Multilingual Communication in the World’s Top Languages. GeoFluent supports real-time multilingual communications in French, Spanish, German, Italian, Portuguese, Russian, Arabic, Traditional Chinese, Simplified Chinese, Korean, and Japanese.

» Customizes Language Models to Increase Comprehension. GeoFluent Chat can be customized and trained to reflect your company’s terminology, style and content to increase quality and relevance of multilingual content.

» SaaS Solution Provides On-Demand Functionality and Fast ROI. GeoFluent offers cloud-based real-time custom translation, without the cost of on-premise systems and infrastructure investment.

» Enterprise-class real-time machine translation. The GeoFluent platform combines Lionbridge’s cloud-based customization capability with the most advanced real-time machine translation engine. This unique combination makes automated translation fast, secure and comprehensive.

BUSINESS BENEFITS FOR THE CONTACT CENTER SERVING GLOBAL MARKETS:

Sales:

» Improved conversion rates

» A ccess to new markets

» Shortened sales cycles

» Increased customer satisfaction and loyalty

Customer Support:

» Reduced in-country support costs

» Reduction of phone inquiries

» Increased first-contact resolution

» Increased productivity of support personnel

1050 Winter StreetWaltham, MA 02451 USA

You can reach the GeoFluentteam at Lionbridge Headquarters:

Contact Us:http://geofluent.lionbridge.com