The demand for international call centers is growing sharply. However, language barriers remain a significant barrier to some operations, since cross-border outsourced call center services must sometimes be conducted in a language completely different that the one used by the country in which the call center is actually based. In some areas, multiple languages are spoken by different populations residing in the same area or in close proximity. In order to remedy this, translation services can be outsourced to call and contact center operations. Such translation service outsourcers help call center operations transcend borders and handle foreign language callers.
Customer interaction management solutions developer VANAD Group, based in the Netherlands, has announced a partnership with Atlanta, Georgia-based NexxLinx, a business process and marketing services outsourcing provider. Under terms of the agreement, VANAD Group will deliver translation services for technical support and customer service at NexxLinx-run call centers.
"Our model fundamentally changes the way we address the marketplace for outsourced multilingual support. We leverage cloud computing technology and multilingual home agents to deliver better quality service with less attrition, in 50 languages, for about 40 percent less than the cost of traditional outsourcers," said Ad Nederlof, president of VANAD group and a former CEO of Genesys (News - Alert) Telecommunications Laboratories, in a company statement.
The Vanad Group specializes in multilingual call center outsourcing solutions. The company also offers customer care, customer retention, technical support and sales solutions. In addition to the company’s call center outsourcing services, it offers a contact center solution called the VANAD Platform.
"We have perfected how to recruit, train, and motivate a group of experts, not based on geography but on language and service skills. Powered by the NexxPhase Customer Interaction Manager, a multichannel cloud-based contact center provided by NexxLinx, we get all the key features of a Genesys platform on an on-demand basis for a fraction of the cost," said Craig Mento, CEO of NexxLinx. "Cloud computing technology in the contact center space is truly a game changer. Combined with multilingual home agents, it's a cost and quality model that can't be beat. This partnership enables companies to address their most critical business priorities, while we deliver the optimal consumer experience."
NexxLinx recently announced that its enterprise mash-up application had been successfully deployed by a leading, but named, business and finance publication to free its customer service agents to perform transactions without having to switch between applications.
"We've been a big proponent of leveraging technology to improve business processes," said Craig Mento, CEO of NexxLinx, in a statement. "Our unified desktop is a cost-effective way to improve and integrate all aspects of the customer experience. The cloud-based architecture of our hosted software enables us to deliver measurable improvements in functionality immediately." Enterprise mashups can be a creative way to deliver the process changes and rapid improvements necessary to meet the needs of today's consumer.
Edited by Carrie Schmelkin