Whitepaper
Cost efficiency:
How do I optimize my language operations in a challenging economic market?
Technology can be a powerful ally when it comes to overcoming language barriers and keeping budgets at bay. See below for three spotlight technologies to achieve these goals.
Automation
By automating repetitive tasks, brands can reduce manual effort and boost efficiency. This includes automating language tagging, routing and translation processes.
Generative AI and chatbots
These days, it seems like everyone is flocking to GenAI, or generative artificial intelligence. In fact, 85% of enterprises believe investment in GenAI is critical in the next 24 months, and North American businesses plan to invest 67% more in GenAI in 2024 to drive efficiency, experience and growth.7,8 Implementing GenAI-powered chatbots can provide immediate multilingual support, reducing customer wait times and improving response rates. Chatbots can handle common queries and escalate issues to human agents when necessary, but having them in place allows agents to focus on more complex tasks.
Machine translation
Brands can utilize machine translation technologies to expedite the language translation process. While human translation is still essential for accuracy, machine translation can assist in handling large amounts of content quickly, adding resource flexibility by enabling leaders to operate in their nonnative language. This can also lower cost to serve and increase uptime, lowering dependence on native-speaking agents and increasing availability.
Ryan Strategic Advisory's "2024 Front Office CX Omnibus Survey Custom Question Analysis” includes interviews from 750 enterprise executives, each of whom has strategic decision-making authority over contact centers in their respective organizations.9
4 key takeaways
from the research include:
- There is a great deal of enthusiasm among captive contact center leaders for generative AI when it comes to the multilingual contact center.
- Operators are anxious to see how this technology can drive real-time translated voice-based interactions; the application for digitally driven end-user engagement is also seen as important.
- As these solutions become more widely available in the enterprise marketplace, it will be incumbent upon BPO providers interested in marketing their own offerings to ensure that they stand out in what is likely to be a highly competitive landscape.
- Demarcating based on quality, price point and accessibility will be crucial.
Spotlight
Foundever hubs in Egypt
Egypt is the second-largest economy in Africa. Located at the crossroads between Europe and Asia, Cairo is highly accessible to the rest of the world, offering a mature market with a proven track record of supporting Europe, North America and the Middle East.
With a large talent pool of university graduates, Cairo is a great option for cost-effective European language support.
Seats
Site
Clients
Languages
Workforce info
Unemployment: 7.2%
Population: 106.6M
Education: Numerous universities, colleges and institutes of higher education
Local currency: Egyptian Pound (EGP)
Services delivered
• Back-office services
• Content moderation
• Customer care
• Inbound and outbound sales
• Technical support
Industries supported
• Consumer electronics
• E-commerce • Financial services • Insurance • Retail • Telecommunications • Technology
Languages supported
Arabic, English, French, German, Greek, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Turkish
7 - ISG, “Future of work and technological solutions,” isg-one.com. 8 - Infosys, “Generative AI radar 2023 – North America,” infosys.com/iki.html. 9 - Ryan Strategic Advisory, “2024 front office CX omnibus survey custom question analysis,” ryanadvisory.com.