SDL GlobalConnect for RightNow Answers

With SDL GlobalConnect for RightNow Answers, your content managers are enabled to send Answers for automated translation from within the RightNow Answers interface. This functionality has proven to reduce publishing times of foreign language content for customer support organizations in large global companies.

Benefits

• Own the end-to-end global publishing process in a single interface - Content Managers and Agents can now manage the translation and global publishing of answers for multiple languages exclusively within the RightNow agent desktop, even without knowledge of foreign languages

• Translate and publish globally within seconds - Content Managers and Agents can now receive a translated answer back in seconds, enabling trusted, instant publishing across languages

• Eliminate manual tasks - The integrated workflow means that translations are submitted from, and stored directly within, the RightNow application as Answer objects, avoiding tedious cutting & pasting or extraction of data to send for translation

• Access to SDL BeGlobal reporting & analytics - Administrators can now access data through an easy to use portal to report on usage of SDL GlobalConnect for Right Now Answers across the organization. This enables them to determine ROI and opportunities for growth

Features

• One-click translation - Initiate the translation into one or multiple languages with a single click

• TrustScore™ enabled - TrustScore™ is SDL’s patent pending algorithm that assigns a numerical value between 1 and 5 to every automated translation performed by the SDL system. This value predicts the score that a human would likely assign as to the utility of the translation

• TrustScore™ Workflow - Include TrustScore™ seamlessly in your existing publication workflow to automatically review, send email alerts, or publish Answers

• Translation of all text fields - All free text fields in an Answer (Question, Answer, Summary, Keywords, and Notes) are translated to enable better access to multilingual content

• Auto Update of Answer Links - Answer Links are now automatically updated

System Requirements

• RightNow CX installed

• SDL BeGlobal account

• RightNow Connect and SOAP API Access

• A minimum of one RightNow Enterprise Account

SDL GlobalConnect for RightNow Incidents (NEW)

With SDL GlobalConnect for RightNow Incidents, support agents in your contact centers now have on demand, one click translation for customer queries and incidents received by email, web forms and support calls, and can respond via email across languages. Your monolingual support agents are instantly empowered to communicate in the language of your customer.

Benefits

• Local Call Centers Become Global Call Center - By empowering monolingual support agents to communicate in the language of your customer, a single call center can now support a global sales market or multiple call centers can work in conjunction to provide around the clock support for customers

• Cross Language communication - Agents are now enabled to support and communicate with customers in multiple languages, even if they don’t speak the languages themselves

• Increase Agent Productivity - Agents can now respond to Incidents in multiple languages; therefore, not limiting agents to a single Incident language queue, but providing the ability to respond to any relevant Incident, regardless of language

• Call Center Deflection - Agents can now respond to customers and publish responses to MyStuff in the customer’s native language. Allowing customers to avoid costly phone calls into the call center or for native language translation and status

Features

• Translate customer entries and agent responses - Translate customer emails, web form requests, customer entries, and agent responses directly within the RightNow Agent Console

• Translate Standard Text - Pre-written agent responses can be written and modified in the Agent’s language for the customer

• Publish to MyStuff - All translations are stored natively within RightNow, allowing you to publish Incident threads (customer queries and associated agent responses) directly to a customer’s RightNow MyStuff pages in their native language

• TrustScore Enabled - TrustScore is SDL's patent pending algorithm that assigns a numerical value between 1 and 5 to every automated translation performed by the SDL system. This value predicts the score that a human would likely assign as to the utility of the translation

• TrustScore Workflow - Include TrustScore seamlessly in your existing Incident management workflow so you can respond to customers confidently in any language

System Requirements

• RightNow CX installed

• SDL BeGlobal account

• RightNow Connect and SOAP API Access

• A minimum of one RightNow Enterprise Account

SDL GlobalConnect for LivePerson Chat (NEW)

With SDL GlobalConnect for LivePerson Chat, businesses are empowered to respond to customers and prospects instantly within their familiar LP Chat interface. Any agent can now converse meaningfully with customers whether to provide pre-sales or post-sales support in up to 35 languages while continuing to just type in one.

Benefits

• Expand Rapidly to New Markets, Cost Effectively: Companies can now expand their successful chat channel to any country or region to drive new customer acquisition or provide on-going support – all without the need for any retraining of existing customer support personnel or the installation of complex software

• Respond Instantly to Your Customer With Confidence: Agents can now chat instantly with any customer or prospect across any language - making monolingual agents into multilingual superstars. Agents can preview automatic translations instantly prior to responding in one click – ensuring meaningful interactions

• Leverage Your Existing Team: Provide multilingual customer service without the need to hire new resources across languages and geographies

• Meet Demand Spikes: Proactively manage demand spikes without compromising service

Features

• Integrated with SDL BeGlobal: the leading cloud platform for real-time automated translation

• Instant Quality Improvement: Edit, manage, and apply terms and brand lists to improve translation quality instantly

• Continuous Improvement: Use chat logs to retrain and improve language pairs continuously

• Agent Interface
  

  • Preview and Back Translations: Agents can preview translations and back translations seamlessly from within the Agent Console before sending to a customer

  • Language Identification: Customer’s language is automatically identified within the Agent Console

• Customer Interface
  

  • Pre-Chat Survey: Users can be asked language and automated translation preferences (optional), answers are automatically displayed for the agent

  • translation preview: Customers can view original text from the chat stream by hovering over the text

System Requirements

• LivePerson Agent Desktop

• SDL BeGlobal account

• Access to end user webpage

Languages

SDL offers the broadest language coverage for commercially available solutions, with new languages being added on a regular basis. SDL Language Technologies continues to build out its language coverage and improve on existing translation systems. Below is the complete list of languages offered. For most commercial customers, we train language pairs to understand the domain or style particular to a company or organization. This helps to ensure that the translations are appropriate for the company and their communication needs:

Western Europe

Danish <> English
Dutch <> English
Finnish <> English
French <> English, Arabic, Spanish, German
German <> English, French, Spanish
Greek <> English
Italian <> English, Spanish
Norwegian <> English
Portuguese <> English
Spanish <> English, Arabic, French, German, Italian
Swedish <> English

Eastern Europe

Bulgarian <> English
Czech <> English
Estonian <> English (NEW)
Hungarian <> English
Lithuanian <> English (NEW)
Polish <> English
Romanian <> English
Russian <> English
Serbian <> English
Slovak <> English
Slovenian <> English (NEW)
Turkish <> English
Ukrainian <> English

Middle East & Africa

Arabic <> English, Spanish, French
Dari <> English
Hausa <> English
Hebrew <> English
Pashto <> English
Persian <> English
Somali <> English

Asia

Bengali <> English
Hindi <> English
Indonesian <> English
Japanese <> English
Korean <> English
Simplified Chinese <> English
Thai <> English
Traditional Chinese <> English
Urdu <> English

Resources

Read the press release on SDL GlobalConnect for RightNow Answers, SDL GlobalConnect for RightNow Incidents (NEW) and SDL GlobalConnect for LivePerson Chat (NEW)

Watch demos of SDL GlobalConnect for RightNow Answers, RightNow Incidents and SDL GlobalConnect for LivePerson Chat (NEW)

Download product brief SDL GlobalConnect for RightNow Answers and SDL GlobalConnect for RightNow Incidents (NEW) and SDL GlobalConnect for LivePerson Chat (NEW)

Learn more about Right Now CX or LivePerson Chat