”With consumers’ increased access to information and customer satisfaction becoming business critical, our integrated solution with  RightNow CX is timely and strategic for thriving organizations everywhere,” said Swamy Viswanathan, Vice President of Products for Language Weaver.

GlobalConnect™ for RightNow CX  benefits include: 

• Faster publishing of multilingual customer care content, enabling self-service across multiple language
• Shorter, agent assisted, case resolution time with consumer-familiar interaction
• Increased traffic for foreign language knowledge page
• Call deflection via channels of web self-service, email, chat and search
• Out of the box integration with RightNow CX, speeding deployment and decreasing costs

View Flash Demo of GlobalConnect™ for RightNow® CX »

Complete Survey >>

The numerical value, a rating from 1 to 5, five being the most accurate translation, predicts a score that a human would likely assign for the utility of the translation, which would then enable business users without knowledge of a foreign language to act upon the results of an automated translation.

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Language Weaver was honored for its innovative, trusted automated translation technology which enables customer care executives to not only control automated translation on their own, but also control publishing of the translated content based on a recommendation from the Language Weaver system on the quality of the translation. 

Below is photage of Language Weaver accepting Innovator Award and exhibiting at TSW:

 

 

 To learn more, listen to Language Weaver CEO on Overcoming the Consumption Gap »

Mark Tapling, President and CEO of Language Weaver, shares tips for accelerating customer consumption.

Daniel Marcu, co-founder and CTO of Language Weaver, shares his thoughts on science and multilingual communication with Melania Dragan of Radio Cluj in a July 3, 2009 broadcast (interview in Romanian):

Observator Stiintific, Radio Cluj: Stiinta Traducerii Automate si a Comunicarii Multilingve

Daniel Marcu, Chief Technology Officer la Language Weaver, impartaseste cu Melania Dragan, Radio Cluj, gandurile sale despre stiinta, traducere automata, si comunicare multilingva:

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Virtual agents can engage with customers anywhere in the world in any language and through any communication channel. The good ones have all the right answers, and they embody the best qualities of your best human agents. They can handle huge volumes of customer queries, save money and time, shorten hold times and keep customers from wandering away to competitors. What’s not to like?

Read the article by Charles and Daniel on CRM Buyer and E-Commerce Times.

By Chris Bucholtz, Director, CRM Content, Focus

As I said in my last post, we can get so fixated on introducing new CRM technologies that we forget about one of the other underlying tenets or modern business – that of expanding into new markets. Nothing presents a bigger barrier to that than language. There are few things that say “I really don’t care that much about you as a customer” than the inability to speak that customer’s language. But that’s what many companies are forced to do every day. Translation costs a lot, and at a certain point you have to limit the number of languages you can support.

Are there ways to leverage technology to get around this? There are, and one of them owes its existence to the war in Afghanistan. After the fall of the Taliban in 2002, the U.S. military brought back a lot of documents in Arabic – “a boxcar full of them,” according to Mark Tapling, president and CEO of Language Weaver. A request for a proposal was issued for technology to help in translating this material; Tapling and his team built a statistical engine that could perform source-to-target translation from Arabic into English, thus creating the platform that became Language Weaver.

The product now is an on-demand translation system that had 72 different targeted combinations of languages. The software can be “trained,” not just for the ideosyncracies of particular languages but also for specific industries, ensuring that even jargon can survive the translation process. Since it’s on-demand, Language Weaver is responsible for the computing power needed to complete translations, not individual users.

Read the rest of the article about Language Weaver here.

With the use of this service, customers can now obtain automated translation of unstructured data sources (open-ended survey responses, call center notes, email, blogs, RSS feeds, wikis and social networks) across 30 languages into common English in order to fully understand preferences, motivations and intentions on a global scale.

Swamy Viswanathan, vice president of products at Language Weaver, said, “Language Weaver is pleased to be pairing our powerful automated translation technology with world class Predictive Analytics from SPSS to enable companies to quickly analyze and act on multilingual customer feedback from across the globe within a single application. Together, we enable companies to listen to the Voice of the Customer, in the language of the customer, and convert it into action through appropriate response.”

You can read the complete news release here.