There had been long-standing relationships with Government-owned language service providers that adopted a one size fits all approach. This led to significant waste in financial and operational processes. It also hindered these organisations’ go to market strategy in terms of limiting the scale of operations.
We inherently understand the importance of getting to the right skill at the right time. We pioneered Australia’s first fully automated interpreter self-service IVR. This solution was intentionally designed to allow calls from migrant customers to be routed to the right area within an organisation with an interpreter preconnected in under 30 seconds. This provided tremendous benefits to all stakeholders due to its efficacy, effectiveness and a high degree of process automation.