The new partnership will enable TELUS International, a customer care outsourcing organization with almost 16,000 team members around the world providing business process outsourcing (BPO) and contact center solutions, to provide Web-based customer care across languages. This is made possible using Ortsbo Global Customer Care product.
"We are very pleased to be working with TELUS International to enable innovations in multi-lingual customer care for their clients," stated Ortsbo president, David Lucatch. "TELUS International is truly a world-class organization, and we are thrilled to further enhance their agents' capabilities to provide responsive and accurate customer care across languages."
Today, many companies are shelling out huge sums to offer customer support across a wide range of languages. In many cases companies cannot deliver support in all of the languages represented by their customers.
Ortsbo Global Customer Care product fits in perfect to make it possible for an agent to provide Web-based customer care across languages. In fact, an agent in an offshore location can now work in English, conducting Web chats with customers in a multitude of languages. During a chat session, agents can type in their native language with the customer receiving a response in his or her own language.
"TELUS International is proud to enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. We are pleased to partner with Ortsbo to expand our service offering to customers around the world," says Michael Ringman, CIO at TELUS International.
Ringman said that the ability to support multi-language client needs from locations that could traditionally only support one or two languages is a game changer for them and their clients and they are pleased to be moving forward with their first live client program using the Ortsbo technology platform.
The proprietary Ortsbo technology is built to adjust the language for the particular domain and customer care context. It also enables the current agents without having to make special staffing accommodations for each additional language.