In the dynamic world of customer services,multilingual communication is essential to meet the needs of a diverse customer base. To facilitate this process, XCALLY offers an innovative feature: the Real Time Translator.

What is Real Time Translator

The Real Time Translator is XCALLY's solution for real-time translation of text messages and voice calls within contact centers. A feature available starting with XCALLY version 3.42.0, this tool enables smooth and accurate communication between customers and agents speaking different languages, improving the effectiveness and efficiency of interactions and enabling agents to translate incoming and outgoing messages during conversations with customers.

Digital Channels

With add - ons built into the product, Real Time Translator enables real-time translation of messages through text-based channels(SMS, WhatsApp, Chat, OpenChannel).

Voice Channel

Through the addition of the Plugin Live Call Translator, it is possible to have simultaneous voice translation, incorporating transcription, translation, and text-to-speech capabilities. When the customer speaks, the system automatically detects their language and transcribes their words in real time. It then translates the customer's speech into the agent's preferred language, enabling the agent to read and respond in his or her own language. The system then translates the agent's response into the customer's language and reproduces it audibly for them.

 

 

 

How It Works in Practice

XCALLY's Real Time Translator proves effective for both inbound and outbound calls, greatly simplifying multilingual interactions.

How to Configure in XCALLY

To enable Real Time Translator, you must enable the Text Translator add-on on your license and configure a cloud provider, such as Google Cloud or AWS, in the Tools section. It is critical that the associated APIkey has the necessary permissions for the translation service and language auto-detection feature.

Incoming Calls

When an agent receives a message in a language they do not understand, they can easily translate it by clicking on the "Translate" button. The original message will be replaced by the translated message in the selected language, while the source language is recognized using the language auto-detection feature offered by providers.

Outgoing Calls

When an agent wishes to respond in an unfamiliar language, he or she can request assistance from the translation tool. By typing the message in the textarea and clicking on the flag icon, the Real Time Translator will display the translation in the customer's language, while also offering the ability to edit the message before sending.

 

 

Advantages of Using Real Time Translator with XCALLY

By taking advantage of the Translator's features, it will then be easier:

  • Giving instant multilingual support: it becomes easy to respond quickly to customers without language barriers.
  • Increase efficiency: Real-time translation eliminates the need for intermediate services, reducing response time and facilitating communication.
  • Improve customer experience: Agents can provide highly personalized and knowledgeable support in real time, enabling smooth conversations in multiple languages.
  • Expand your customer base: Through the ability to interact with users from different language backgrounds, the scope for services increases considerably.

 

With Real Time Translator integrated into XCALLY, companies can offer more accessible and personalized customer service, adapting to the needs of a global, multilingual customer base.