Service desk required to provide multi-lingual support may want to investigate a translation service built specifically for service management. 

Geofluent for Enterprise Service Management is a real-time multilingual translation service supporting both self-service and phone-based support.

Built by language service provider Lionbridge, Virtual Translator works across self-service and agent-assisted digital communications platforms, including chat, email, and ticketing and supports 100 languages.  A second product, Interpreter, delivers over-the-phone translation service and supports 350 languages.

The key advantage for service delivery teams according to Lionbridge is the ability to offer global, multi-language support ‘without hiring or maintaining bilingual staff’.

Robert Young, research director for analyst IDC explains why translation technology will prove to be so important for global service desk support. “Customised real-time translation technology is an increasingly important piece of IT service management solutions, providing a high-quality, cost-effective alternative to hiring bilingual staff. Additionally, real-time translation technology allows IT service desk functions to scale to the needs of an increasingly mobile and global workforce.”

Author Bio:
James West

James West

Editor, SITS Insight

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