Most global businesses need to provide chat support to geographically dispersed end-users spanning multiple languages, but often each language segment is comprised of a small percentage of users. The cost of employing and training fulltime technicians fluent in every language is often prohibitive, yet support teams are expected to deliver translated support around the clock. Today, Bomgar announced a new integration between Bomgar Remote Support and Lionbridge’s GeoFluent to alleviate language as a communication barrier in providing effective chat support.
The GeoFluent integration with Bomgar Remote Support enables companies to do this cost-effectively, increasing end-user satisfaction and resolution rates by communicating in customers’ native languages without adding an additional resource burden. GeoFluent is Lionbridge’s customized, real-time translation solution that adds multilingual capabilities to organizations’ existing self-service and agent-assisted digital communications platforms, including chat, email, and ticketing. With the integration, Bomgar customers can now support real-time chat communication across more than 100 languages speeding time to resolution and improving the support experience for both end-users and representatives.
The chat translation happens in real time, allowing technicians to send and receive messages across more than 100 languages. Drawing on GeoFluent’s patented AI-based core that is customized and trained for each customer’s unique requirements, the technology reduces the time and cost associated with providing global support. GeoFluent with Bomgar Remote Support also recognizes company specific terms and use cases and is trained to reflect industry acronyms, shorthand, lingo, and slang.
To learn more about the integration, please visit: www.bomgar.com/geofluent. Companies can work directly with Lionbridge to establish the service and begin taking advantage of real-time chat communication in any language. To learn more, visit www.lionbridge.com/geofluent.
Phil Ethridge, Senior Product Manager
At Bomgar, Phil is the senior product manager for the Bomgar Remote Support product, driving the direction, lifecycle, and go-to-market strategy. He has been with Bomgar for more than a decade, building experience with ITSM and IT operations management, as well as bringing unique perspective from a systems engineering background. Phil has a Bachelor of Science from Mississippi State University and is certified in ITIL v3 and Pragmatic Marketing.