Contact centers
Interpreting for contact centers and customer support
Contact-center agents can bring an interpreter from your own team or your partner language service providers into a live customer call, 24/7, using an Intalingo line with IVR language menus, access codes and dial-out.
How Intalingo fits
The parts of the platform you'll use
Example workflow
Adding an interpreter to a call
Customer calls
A customer reaches your agent in a language the agent doesn't speak.
Agent dials the line
The agent conferences in your Intalingo line and selects the language.
Interpreter joins
Intalingo connects one of your available interpreters, or a partner's, for that language pair.
Usage logged
The call is recorded in the usage log for billing and reporting.
How does an agent add an interpreter to a live call?
The agent conferences in your Intalingo line, chooses the language from the IVR menu, and Intalingo connects an available interpreter.
This works from phone systems that support conference or three-way calling. Dial-out can also bring another party into the call.
Which languages can agents get?
600+ languages with any-to-any language pairs, 24/7.
FAQ
Contact centers: common questions
Updated
Intalingo does not provide interpreters. Use your own, partner with language service providers, or both. Partners can be ones you already work with or ones in the Intalingo partner directory, and you negotiate rates with them directly.
Yes. On-demand interpreting runs 24/7, with no business-hours routing.
No special equipment is needed beyond a phone system that can conference in another number.
OPI (over-the-phone interpreting) connects an interpreter to a call by phone, audio only. It is the usual way contact centers add interpreters.
Related
See Intalingo with your own workflow
A 30-minute walkthrough of on-demand interpreting, scheduling, overflow and billing, set up around the way your team works today.