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November 3, 2009

Language Weaver, RightNow automate creation of multilingual customer support content

Integrates Language Weaver GlobalConnect and RightNow CX

By CBR Staff Writer

Language Weaver has unveiled an integration with RightNow CX, a customer experience suite designed to help organisations offer customer experiences across the web, social networks and contact centres, all offered through the cloud. This integration will enable joint clients to use Language Weaver GlobalConnect within the RightNow CX contact centre agent desktop to offer multilingual customer care interactions and content with automated translation.

According to Language Weaver, the GlobalConnect for RightNow allows content managers and knowledgebase administrators to translate content with one click from within the RightNow CX agent desktop and offers a workflow that features one-click grouping of multiple languages for translation and visibility into the translation process.

In addition, Language Weaver’s TrustScore capability provides a quality score for each translation generated within the application to enable business level decision making. Content managers or knowledge administrators without knowledge of a foreign language can take action upon the results of an automated translation by TrustScore.

The company claims that GlobalConnect for RightNow CX provides faster publishing of multilingual customer care content; shorter, agent assisted, case resolution time and increased traffic for foreign language knowledge pages. In addition, it provides call deflection via channels of web self-service, email, chat and search and translation of interaction content.

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Swamy Viswanathan, vice president of products for Language Weaver, said: “Historically, companies have introduced products in multiple languages but have been constrained to interact with their customers post-sale in only one or two languages, leading to longer resolution times and high customer care costs for their global customers. This integrated solution simplifies the multilingual publishing process, allowing cost-effective delivery of customer experiences that are memorable and drive revenue worldwide.”

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