Twilio > Case Studies > Lionbridge: Pioneering Inclusive Multilingual Customer Communication

Lionbridge: Pioneering Inclusive Multilingual Customer Communication

Technology Category

Networks & Connectivity - Routers & Bridges
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings
Cement

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Building Automation & Control
Speech Recognition

Services

Testing & Certification

About The Customer

Lionbridge is a global company that provides language translation and localization services. They specialize in enabling conversations between English-speaking customer service agents and foreign-language speaking consumers, as well as creating or transforming content for a global audience in hundreds of languages. Lionbridge supports brands worldwide on their global journey and ensures that governments and nonprofits can deliver their services to any and all people, regardless of the language they speak. Their customer base includes everyone from Fortune 500 companies to local healthcare providers, and they treat each call as a real-time multilingual voice experience.

The Challenge

Lionbridge, a global company, was facing challenges in providing high-quality multilingual customer and workforce experiences. The company's over-the-phone interpretation (OPI) services cater to a wide range of clients, including companies, government agencies, and healthcare providers, interacting with callers in over 350 languages. However, their existing communication platform was inflexible and time-consuming when it came to making changes. This lack of flexibility was hindering Lionbridge's ability to provide the level of customization their customers expected. The company needed a solution that would allow them to easily scale with the OPI market and changing landscape, while also delivering a better customer experience for both their customers and interpreters.

The Solution

Lionbridge partnered with Twilio, a cloud communications platform, to enhance their communication services. Twilio's platform impressed Lionbridge with its ease of use and the ability to build and engineer a solution that would improve the experience for both customers and interpreters. Lionbridge now uses several Twilio products and solutions, including Programmable Voice for over-the-phone interpretation, Twilio Insights, Twilio Client (WebRTC), and voice recognition. These tools have enabled Lionbridge to manage and personalize their platform to the extent their customers wanted and needed. With Twilio, Lionbridge has been able to offer customer-specific features like multiple layers of metadata, reconnect options, real-time reporting, faster connection times, and additional IVR customization.

Operational Impact

The partnership with Twilio has significantly improved Lionbridge's operational efficiency and customer satisfaction. The quality of phone connection and seamless telephony support have led to an increase in customer satisfaction. The ability to provide flexible customization on the fly has made the onboarding process fast and easy for new customers. Lionbridge can now continue to provide their flexible and customer-centric solutions for communicating with an audience speaking almost any language used across the globe. The company sees itself as a connector, a conduit to building bridges across all channels, and they want to be a partner with each client in building that bridge for more inclusive language to each of their customers.

Quantitative Benefit