Evaluagent is committed to providing a seamless user experience for contact centres across the globe, ensuring effective quality management and agent improvement. To this effect, we have rolled out the ability for the platform to support customers with managing their quality operations in multiple languages.
Our multi-language support feature allows users to interact with the platform in their preferred language, enhancing usability and accessibility for all users.
In this guide, we will cover;
- What languages we offer out of the box and how to manage your language preference
- Other languages we support platform translation for and how to enable them
- How transcription works with multi-languages
Languages we offer out-of-the-box
Currently, in our platform UI, we offer both English and French out of the box. This can be on a global level, meaning that the selected language will apply to all new users or on an individual user basis meaning that a user can choose to override the contract language and pick a language that suits them best without it affecting the language that others have on their account.
Managing your language preference
Global platform language
The first way to do this is to take a global platform approach, where the language selected is applied to every new user on a particular contract. This change does not apply to previously added users.
By following the navigation prompt, you will be directed to the screen where you can customize the platform with your company assets and set a default language.
Once you've made any updates, click the 'save' button to apply your changes.
Note: Changing the default language will mean every new user after will have that default language applied on their end.
User platform language
Alternatively, users with the right permissions can change the language for additional users when adding or editing users on the platform.
By following the navigation prompt, you will be directed to the screen where you can add and edit users in your organisation.
The platform language settings can be accessed under advanced settings when adding a new user or editing an existing user. To update the language, click the 'edit' button on a particular user entry and then click 'advanced settings' as shown below.
This action allows you to access additional settings such as employment start date, authentication method and platform language.
Once you've made any updates, click 'update user' to apply the changes or click 'show main form' to return to the initial user settings.
Note: Changing the platform language when adding or editing a user, will only apply to the user and not globally for every user on the contract.
Individual language preference
The final approach to language preference is to apply a language selection on your account. By doing this, your selection is locked to just your account and will not affect any other users on the contract.
On this screen, you will be presented with your profile where you can edit your profile picture and pick a language that best suits you. In the screenshot below, the preferred language has been changed to French and the UI has been translated to reflect this.
Other languages we support for platform translation
In addition to supporting English and French on the platform, we also support the following languages;
-
Bulgarian: bg
-
Catalan: ca
-
Czech: cs
-
Danish: da
-
Dutch: nl
-
Estonian: et
-
Finnish: fi
-
Flemish: nl-BE
-
German: de
-
German (Switzerland): de-CH
-
Greek: el
-
Hungarian: hu
-
Indonesian: id
-
Italian: it
-
Latvian: lv
-
Lithuanian: lt
-
Norwegian: no
-
Polish: pl
-
Portuguese: pt
-
Romanian: ro
-
Slovak: sk
-
Spanish: es
-
Swedish: sv
-
Turkish: tr
-
Vietnamese: vi
While these languages are not available out-of-the-box on the platform, they can be enabled for you. Please contact your Customer Success Manager or EvaluAgent's product support team and we will readily provide a time estimate for the implementation of your chosen language.
Transcription with multi-languages
The Evaluagent platform now comes with the ability to transcribe calls in your preferred language which can be done in two ways. The first way is through automated transcription where the system detects the predominant language spoken in a call and then transcribes it without any input from the client.
We support the automated detection and transcription of the following languages;
-
Spanish - es
-
English - en
-
Swedish - sv
-
Portuguese - pt
-
Dutch - nl
-
Turkish - tr
-
French - fr
-
German - de
-
Indonesian - id
-
Italian - it
The second approach is the specified transcription which requires you to specify to us in advance what language is used in calls and in your contact centres then transcription occurs in that language. We support specified transcription for the 27 languages mentioned in this article, please contact your Customer Success Manager or EvaluAgent's product support team if you'd like to enable this option.
Note: Specified languages are set at an account level. This means all conversations within that account must be in the same language.
Additional Information
While we work toward improving this feature and furthering our commitment to outstanding quality management across global contact centres, please note:
-
Word Error Rates and Transcription Quality in non-English languages may be lower than in English as the model has had less training data. Nonetheless, we are dedicated to continuous improvement, and accuracy will enhance significantly over time.
- Our existing redaction library may not be as accurate with non-English languages. However, we can collaborate with you to create custom redaction terms, ensuring improved accuracy moving forward.
- At the time of writing, (July 2024) out-of-the-box Insight Topics remain in English.
Comments
0 comments
Please sign in to leave a comment.