Author/s

Rebecca Haynes

How ezispeak has changed language services now, and in the future.

The way we work today is vastly different to the way we worked even 5 years ago, and that’s certainly not by accident. In fact, it’s been a mission since the inception of ezispeak to find better ways of doing things.

We steadily moved from traditional networks and file servers to a cloud based system, giving us full access to necessary tools whenever we needed them, wherever we happened to be. Not surprisingly, that put us in an advanced position when we had to migrate to a work from home model due to the Covid pandemic. In person meetings seamlessly changed to video meetings, and the collaborative process we use when working also moved to online platforms with minimal disruption.

However, that drive to do things differently hasn’t just served us well on a day-to-day basis; it’s also seen us create new innovations within the wider Language Services sector.

Before ezispeak was founded, interpreting was a very manual practice – calls had to be booked, interpreters had to be found, calls had to be placed. All of these tasks were performed manually, purely because the that’s the way the sector had always done things.

When ezispeak launched, we immediately changed the entire process – manual tasks became automated, we created database tools that routed calls to available interpreters, and most importantly, we moved the entire business from a pre-booked model to an on-demand model.

Additionally, we popularised new technologies in the market – multilingual IVRs, multilingual chat bots, multilingual web localisation – all of which combine to create a more cohesive and holistic multilingual experience for consumers.

Finally, we pioneered the use of on-demand video interpreting, giving people access to a higher, more nuanced level of interpreting.

Together this entire suite of products means that Australian and New Zealand businesses can properly meet the needs of their Language Other Than English (LOTE) customers, and deliver a higher level of service.

Which brings to how things will change in the future, and this is an area we are always looking towards. Without going into specifics, our philosophy is that access to language services should always suit what the market needs, rather than the market having to adapt to the capabilities of language service providers.

So, to that end, ezispeak will be wherever access to language is needed, including in some spaces that you may not expect.

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