NICE has partnered with language company Certified Languages International to migrate its legacy infrastructure to its NICE CXone Mpower.
“In interpretation services, speed and accuracy are non-negotiable. That’s why we’re excited to help Certified Languages International use CXone Mpower to unify knowledge, streamline workflows, and connect agents and interpreters in real time for a quicker and more precise service,”
Dan Belanger, President, Americas, NICE, said.
By migrating from its legacy infrastructure to the cloud, the company aims to enhance workflow automation, unify its knowledge base and ensure seamless support for its agents and interpreters.
NICE CXone Mpower’s Enhancements
Certified Languages International is a full-service language company that supports 230 languages worldwide and specializes in on-demand interpreting and document translation services.
This on-demand nature means that in many interactions, speed is essential, as customers expect the service when they ask for it.
Certified Languages International handles thousands of inbound client inquiries daily, seeking interpretation services across every industry including healthcare, financial services, retail, and BPO.
“Our interpretation services help people communicate clearly and effectively in their language of choice, and we needed a solution that would support the rapid growth of our 24/7 on-demand interpretation services,”
Jacob Dillon, COO, Certified Languages International, said.
Thus, to avoid extra pressure on the agents, the CCaaS solution has to be able to break down barriers and offer seamless experiences so agents can focus on delivering their services.
Previously, it relied on multiple vendors for separate CX needs.
With the CXone Mpower, however, the company will be able to unify its global operations and knowledge base into a single source of truth for agents and interpreters.
The CXone Mpower Essentials Suite will enable its agents to quickly identify the required language, check interpreter availability based on skillset, and seamlessly connect clients to the most appropriate interpreter.
“NICE CXone Mpower fits all our needs with its comprehensive offering and ability to align with future business growth,” Dillon said.
NICE CXone Mpower Capabilities
NICE CXone Mpower is an advanced AI-driven customer service automation platform designed to revolutionize customer service and experience.
It integrates NICE’s existing CXone architecture with powerful AI capabilities, including Enlighten AI, to deliver end-to-end automation across every touchpoint in the customer journey.
Earlier this month, CXone Mpower Autopilot reportedly augmented six billion interactions and analyzed two trillion words per month in 2024.
