Certified Languages International Personalizes Customer Service with CXone Mpower
Certified Languages International, a global language services provider supporting 230 languages, has chosen NICE CXone Mpower to modernize its customer service operations. The company, which handles thousands of daily interpretation requests across healthcare, financial services, retail, and BPO sectors, will transition from multiple vendors to a unified platform.
The implementation of CXone Mpower Essentials Suite will enable quick language identification, interpreter availability checking, and seamless client-interpreter connections. This migration aims to streamline workflow automation and create a consolidated knowledge base for agents and interpreters.
The partnership with NICE (Nasdaq: NICE) is designed to support Certified Languages International's 24/7 on-demand interpretation services growth while delivering personalized customer experiences.
Certified Languages International, un fornitore globale di servizi linguistici che supporta 230 lingue, ha scelto NICE CXone Mpower per modernizzare le sue operazioni di assistenza clienti. L'azienda, che gestisce migliaia di richieste di interpretazione quotidiane nei settori sanitario, finanziario, retail e BPO, passerà da più fornitori a una piattaforma unificata.
L'implementazione del CXone Mpower Essentials Suite consentirà un'identificazione rapida delle lingue, il controllo della disponibilità degli interpreti e connessioni senza soluzione di continuità tra clienti e interpreti. Questa migrazione mira a semplificare l'automazione dei flussi di lavoro e a creare una base di conoscenza consolidata per agenti e interpreti.
La partnership con NICE (Nasdaq: NICE) è progettata per supportare la crescita dei servizi di interpretazione on-demand 24/7 di Certified Languages International, offrendo al contempo esperienze clienti personalizzate.
Certified Languages International, un proveedor global de servicios lingüísticos que apoya 230 idiomas, ha elegido NICE CXone Mpower para modernizar sus operaciones de servicio al cliente. La empresa, que maneja miles de solicitudes de interpretación diarias en los sectores de salud, servicios financieros, comercio minorista y BPO, hará la transición de múltiples proveedores a una plataforma unificada.
La implementación de CXone Mpower Essentials Suite permitirá una rápida identificación de idiomas, verificación de disponibilidad de intérpretes y conexiones fluidas entre clientes e intérpretes. Esta migración tiene como objetivo optimizar la automatización del flujo de trabajo y crear una base de conocimientos consolidada para agentes e intérpretes.
La asociación con NICE (Nasdaq: NICE) está diseñada para apoyar el crecimiento de los servicios de interpretación bajo demanda 24/7 de Certified Languages International, al tiempo que ofrece experiencias personalizadas a los clientes.
Certified Languages International, 230개 언어를 지원하는 글로벌 언어 서비스 제공업체가 NICE CXone Mpower를 선택하여 고객 서비스 운영을 현대화합니다. 이 회사는 의료, 금융 서비스, 소매 및 BPO 분야에서 매일 수천 건의 통역 요청을 처리하며, 여러 공급업체에서 통합 플랫폼으로 전환할 예정입니다.
CXone Mpower Essentials Suite의 구현은 신속한 언어 식별, 통역사 가용성 확인 및 고객-통역사 간의 원활한 연결을 가능하게 합니다. 이 마이그레이션은 워크플로 자동화를 간소화하고 에이전트 및 통역사를 위한 통합 지식 기반을 생성하는 것을 목표로 합니다.
NICE (Nasdaq: NICE)와의 파트너십은 Certified Languages International의 24/7 주문형 통역 서비스 성장을 지원하고 개인화된 고객 경험을 제공하도록 설계되었습니다.
Certified Languages International, un fournisseur mondial de services linguistiques soutenant 230 langues, a choisi NICE CXone Mpower pour moderniser ses opérations de service client. L'entreprise, qui traite des milliers de demandes d'interprétation quotidiennes dans les secteurs de la santé, des services financiers, du commerce de détail et du BPO, passera de plusieurs fournisseurs à une plateforme unifiée.
L'implémentation du CXone Mpower Essentials Suite permettra une identification rapide des langues, une vérification de la disponibilité des interprètes et des connexions fluides entre clients et interprètes. Cette migration vise à rationaliser l'automatisation des flux de travail et à créer une base de connaissances consolidée pour les agents et les interprètes.
Le partenariat avec NICE (Nasdaq: NICE) est conçu pour soutenir la croissance des services d'interprétation à la demande 24/7 de Certified Languages International tout en offrant des expériences client personnalisées.
Certified Languages International, ein globaler Anbieter von Sprachdienstleistungen, der 230 Sprachen unterstützt, hat sich für NICE CXone Mpower entschieden, um seine Kundenservice-Operationen zu modernisieren. Das Unternehmen, das täglich Tausende von Dolmetschanfragen in den Bereichen Gesundheitswesen, Finanzdienstleistungen, Einzelhandel und BPO bearbeitet, wird von mehreren Anbietern auf eine einheitliche Plattform umsteigen.
Die Implementierung der CXone Mpower Essentials Suite ermöglicht eine schnelle Spracherkennung, Überprüfung der Verfügbarkeit von Dolmetschern und nahtlose Verbindungen zwischen Kunden und Dolmetschern. Diese Migration zielt darauf ab, die Workflow-Automatisierung zu optimieren und eine konsolidierte Wissensdatenbank für Agenten und Dolmetscher zu schaffen.
Die Partnerschaft mit NICE (Nasdaq: NICE) ist darauf ausgelegt, das Wachstum der 24/7-auf Abruf-Dolmetschdienste von Certified Languages International zu unterstützen und gleichzeitig personalisierte Kundenerlebnisse zu bieten.
- Migration to unified platform reduces operational complexity
- Platform supports company's growth in 24/7 on-demand services
- Streamlined workflow automation improves operational efficiency
- Enhanced capability to handle thousands of daily interpretation requests
- None.
Insights
This partnership with Certified Languages International (CLI) represents a strategic win for NICE's CXone Mpower platform in a specialized service sector. CLI's selection of NICE's platform to replace multiple legacy vendors indicates effective competitive displacement in the contact center space.
The implementation addresses complex technical requirements, as CLI handles thousands of daily inquiries across healthcare, financial services, retail and BPO industries, requiring precise routing to interpreters across 230 languages. This showcases CXone Mpower's capabilities in sophisticated workflow automation and knowledge base unification.
While financially immaterial to NICE given its
The announcement aligns with NICE's broader strategy of targeting service-intensive verticals where its AI and workflow capabilities can deliver measurable operational efficiencies. For investors, this represents incremental business momentum rather than a transformative catalyst, illustrating NICE's continued ability to win competitive deals in the enterprise CX market.
CLI's migration from multiple vendors to NICE's unified CXone Mpower platform addresses a classic pain point in complex service environments. By creating a single source of truth for agents and interpreters, NICE enables CLI to eliminate the operational friction that typically plagues multi-vendor technology stacks in contact centers.
The implementation showcases intelligent routing capabilities - a core competitive differentiator for NICE. The platform will match interpreter skills with customer language needs in real-time, significantly improving first-contact resolution rates and reducing transfer friction - critical metrics in interpretation services where accuracy and speed directly impact customer outcomes.
CLI's operation spans critical sectors where interpretation quality directly affects compliance and customer outcomes. In healthcare contexts, accurate interpretation can impact patient care, while in financial services, it affects regulatory compliance and risk management. By securing a client with cross-industry exposure, NICE demonstrates the platform's versatility across regulated environments.
This win reflects the broader industry trend toward unified customer experience platforms that consolidate previously siloed functions. For investors, it indicates NICE's continued competitive strength in displacing point solutions with its comprehensive CXone offering, though the financial impact of this specific implementation is likely minimal relative to NICE's enterprise value.
With NICE, Certified Languages International will streamline operations, elevate global interpretation services, and deliver tailored, automated customer service across industries
Certified Languages International handles thousands of inbound client inquiries daily, seeking interpretation services across every industry including healthcare, financial services, retail, and BPO. Previously relying on multiple vendors for separate CX needs, the company will unify its global operations and knowledge base with the CXone Mpower platform, creating a single source of truth for agents and interpreters. With the powerful CXone Mpower Essentials Suite, agents can quickly identify the required language, check interpreter availability based on skillset, and seamlessly connect clients to the most appropriate interpreter.
“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,” said Jacob Dillon, COO, Certified Languages International. “NICE CXone Mpower fits all our needs with its comprehensive offering and ability to align with future business growth. Working with NICE will enable us not only to meet but exceed our clients’ needs while ensuring a convenient and personalized service."
Dan Belanger, President,
About Certified Languages International
Everyone wants to be understood. As your trusted interpretation partner, Certified Languages International offers solutions to help create meaningful connections with your clients and customers by making it easier for everyone to communicate in their preferred language. Our network of experienced, professional interpreters are fluent in over 230 languages and are ready to support your interpretation needs from American Sign Language (ASL) to spoken languages and more. www.certifiedlanguages.com
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone Mpower, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Belanger, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
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Corporate Media Contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
FAQ
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