Excerpt from Donald DePalma’s article on November 18, 2009, CRM Provider Partners for Multilingual Customer Care:

CRM software can do a lot to improve how well a company knows and treats its customers. At its simplest, it can automate responses to common queries, suggest responses to less usual ones, filter out spam, ask respondents about the appropriateness of the answer they receive, and route messages based on the skill set of individual customer service representatives. More evolved systems tailor interactions to individual or demographic preferences. Other evolving solutions identify the language of the message and provide a mechanism to answer in the language of the message. Here is where Language Weaver and Sajan enter the RightNow picture:

• Language Weaver previewed its integration into the RightNow Agent Desktop through the TranslateNow button. This function allows call center representatives to get translations of support and user-generated content, thus removing the language obstacle from some customer interactions. The bigger news was the unveiling of Language Weaver’s TrustScore. According to CTO Daniel Marcu, the TrustScore indexes over 500 variables as it rates each translation on a scale of 1 to 5. The higher the number, the more useful the rendering in customer care and other scenarios. Driven by huge volumes of data, this score promises to enhance MT credibility — and provide far more useful information to business people than BLEU scores.
• Sajan announced that it was language-enabling customer service agents with on-demand desktop access to Sajan translation services. Routed through Sajan’s GCMS translation management system, the request leverages the call center’s translation memory and terminology.

To view original article, visit Global WatchTower.com: http://www.globalwatchtower.com/2009/11/18/rightnow-languageweaver-sajan/

This entry was posted on Friday, November 20th, 2009 at 12:11 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.