Innovative video app transforms language translation service delivery

As part of their strategic positioning as a leading language services provider, this PhoenixDX customer saw the opportunity to open up a new revenue model with instant bookings to connect interpreters with their customers online and within 60 mins using video communication.

When COVID-19 hit Australia – and, in particular, Victoria – the company’s rollout and expansion plans were accelerated.

Their traditional in-person service was well established, however, the rapidly changing circumstances of 2020 demanded that this core business offering be transformed into an online channel – and fast.

The new application works much like Skype, allowing interpreters and customers to connect in real time through their mobile or tablet. It streamlines the entire engagement process end-to-end. Customers can create bookings directly in the app – whether needed immediately or scheduled regularly under their service level agreements – using a smart booking engine that finds the right interpreter for the job. Once a booking is made, interpreters receive a notification and can accept or decline within the app, while customers get an instant confirmation if their request is successful, with no human operator required.

The app also makes it easy for customers to manage and schedule future bookings, offering a familiar, user-friendly interface for real-time video calls. Invoicing is automated, saving time for both sides. At the end of each call, both the customer and interpreter can provide feedback, helping improve the overall service experience. Behind the scenes, the app integrates seamlessly with CRM and billing tools, giving centralised booking officers greater visibility and control over customising bookings and managing commercial arrangements with corporate partners.