How we helped a global company - boasting the ability to facilitate communicating

with anyone, anywhere, in over 170 languages - go truly global.

International interpretation service Language Line recently moved its operation from a ‘single building’ model to that of a ‘single planet’. The company’s customers are located all over the world. When an interpreter is required, the customer calls Language Line for real-time assistance with interpreting to any other language. In the past however, this interpretation ability was dependant on the company having interpreters physically located at one of two contact centres - this was clearly not the way forward given Language Line’s rapidly growing customer base. The challenge was to bring interpreters who were primarily working at home with very low levels of technology infrastructure (effectively only a home telephone) into the language line contact centre system.

Using our extensive skills, knowledge and experience, we provided Language Line with a specially designed Work-at-Home agent application which leveraged the rich CTI capabilities of Avaya Communication Manager, Contact Center Express, and the comprehensive reporting capabilities of Avaya Call Management System. With this uniquely tailored application, we were able to bring these freelance interpreters the same disciplines that you would apply to someone actually seated in one of language lines physical contact centres – with queuing, logging, agent state, monitoring and reporting.

Language Line can now find an interpreter from one of many thousands registered. These interpreters can be anywhere in the world, regardless of location and time zone. The interpreter only needs a standard telephone connection or mobile phone. No data connection is required whatsoever and all calls are monitored, recorded and reported as if interpreters and contact centre agents are operating in a single location.

This project was delivered end-to-end by Agile Development Services in tandem with sister company Agile, encompassing the full range of services from initial scoping of business requirement, through specification and design, proof-of-concept, offsite and onsite deployment and testing. We also supported Language Line with documentation and training, and provided a tailored Service Level Agreement in support of the ongoing development of Language Line’s business.

Contact Center Express – How we redefined the contact centre mid-market for Avaya and the rest of the industry worldwide.

© 2009 Agile Development Services Limited