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Language Weaver and RightNow Automate Creation of Multilingual Customer Support Content

Integration of Language Weaver GlobalConnect™ and RightNow® CX enables companies to streamline the customer experience for a global audience

See Language Weaver in Action: Demo of GlobalConnect™ for RightNow® CX »

Los Angeles, Nov. 4, 2009 – Language Weaver, the leader in trusted automated translation solutions, today announced an integration with RightNow CX (Nasdaq: RNOW), the customer experience suite designed to help organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. This integration will enable joint clients to use Language Weaver GlobalConnect™ within the RightNow CX contact center agent desktop to offer multilingual customer care interactions and content with automated translation.

Language Weaver’s GlobalConnect™ for RightNow allows content managers and knowledgebase administrators to translate content with one click from within the RightNow CX agent desktop. GlobalConnect™ for RightNow delivers a simple workflow that features one-click grouping of multiple languages for translation, one-click workflow and visibility into the translation process. Additionally, Language Weaver’s TrustScore™ capability provides a quality score for each translation generated within the application to enable business level decision making. Content managers or knowledge administrators without knowledge of a foreign language can take action upon the results of an automated translation simply by relying on its TrustScore™.

GlobalConnect™ for RightNow CX provides joint clients many benefits, including:

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

“Language Weaver’s GlobalConnect™ for RightNow CX helps our clients easily and quickly deliver customer support around the global in local languages,” said David Vap, chief solutions officer for RightNow. “Relevant content delivered in the local language is critical for creating great customer experiences that drive loyalty and revenue.”

”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. Historically, companies have introduced products in multiple languages but have been constrained to interact with their customers post-sale in only one or two languages, leading to longer resolution times and high customer care costs for their global customers. This integrated solution simplifies the multilingual publishing process, allowing cost-effective delivery of customer experiences that are memorable and drive revenue worldwide.”