Doing your due diligence
It means so much more than years in market.
That’s why we let our clients do the talking for us.
In today’s language services market place, buyers have two choices: you can either maintain the status quo and stay with your incumbent or opt for a new emerging market leader that delivers above and beyond whilst reducing your cost to serve.
The choice should be easy.
ezispeak combines language translation services and contact centre technology to produce the best service available in the market for any business needing competitive and excellent language services for their customer base. After an extended procurement process, we were impressed with ezispeak. The CEO is a great relationship builder who understand her business and the business needs of her clients and I look forward to the future working relationship. I am now a brand ambassador for ezispeak as I have been impressed with their flexibility, cost and willingness to listen – all driven by the CEO.
We had a “walk in patient” and needed an Aceh interpreter. We know this is a hard to source language. Although ezispeak does not pre-book interpreters, they made a big effort and went out of their way to ensure that one was available for us when we needed it. Wonderful service. Thank you.
Just want to pass on my thanks to a German interpreter we had today. He was very helpful, always trying to understand the conversation and helping the customer and myself understand each other. It was refreshing to have such a great experience for both customer and myself. Thanks ezispeak.
Just want to pass on some positive feedback for Ezispeak! For my clinical assessment today, I called Ezispeak at 10:50am and was very quickly (in less than 1min) put through to an excellent Russian interpreter. She was patient and thorough for the whole 50+ mins of the assessment, and was very helpful. Outstanding.
In early 2014, our organization secured a significant Commonwealth Government Contact which required the provision of interpreting services. We went through a procurement exercise in mid-2014 and selected ezispeak in June 2014, with the decision based on Customer Focus and Service Improvements. Over the course of the contract, ezispeak has proven to be competitive, responsive and committed to continuous improvement as a supplier for our organisation.
I had the great fortune of being connected to a Cambodian interpreter. She seemed very competent in my opinion. She appeared to be translating in real time – i.e. she had a good command of both English and Cambodian languages. The patient performed movements accurately which is why I am certain that the translation was working and highly accurate. This interpreter was very easy to work with in a phone translation capacity. I hope I get her again!
We commenced using ezispeak Interpreting Services in August 2014. Our experience to date has been very positive. We have worked closely with their team to ensure not only a smooth transition from our previous provider, but also ways to improve our customer experience along the way. Ezispeak have, at all times, been professional, reliable, helpful and very prompt to react to any issues or suggestions.
I had a patient with a complicated clinical picture of the shoulder. The patient had been referred to me due to progress failure. I was connected to an interpreter who was able to assist me provide the diagnosis. The patient was extremely pleased. Thank you ezispeak.
Your Thai interpreter was really excellent. The interpreting flowed very nicely and I was able to communicate quite difficult concepts via pictures and the Thai interpreting was in sync with my commands which really helped the patient. The session was very good and I was able to complete the session in the allocated 30 mins.
ezispeak is a more well-rounded fit for us given where our organisation is heading in terms of human centred design. We have found them to be open to ideas and simply easier to deal with compared to other government providers we’ve worked with.
Your Korean interpreter was very helpful. I was able to teach the specific exercises via pictures on a card while he worked in sync with me. I was able to complete the assessment and treatment in the allocated 30 minutes.
We went through a procurement exercise in 2015 and moved to ezispeak in Dec 2015, with the decision based on Cost, Customer Service and new presence in the industry. During 2016, we have reported a far better financial spend than previous years and regularly receive an excellent understanding of performance and quality from ezispeak. The onboarding transition was very flexible and ezispeak demonstrated good quality customer service.
I had the good fortune of having a direct connection to ezispeak interpreter in Mandarin. He was able to translate quite difficult concepts to the patient. The patient can speak some English hence I know the translation was accurate based in customer feedback and the way in which the patient was performing the exercises. It is not easy demonstrating exercises without a face to face interpreter but we worked very well as a team and the patient had a very satisfactory session. I have had excellent ezispeak Mandarin translators over the last few years translating for this patient. His symptoms have completely resolved. Overall the phone translating service has worked for this particular patient where the diagnosis was clear.
How to get started
We have a proven transition framework which is adapted for each client based on need and go-live date. We employ best practice methodologies during your onboarding process with the aim of reducing administration and management of language services post contract implementation.
First we design your language services solution
We make recommendations based on your current service delivery approach for non-English speaking consumers with the aim of improving your operational objectives.
Secondly, we develop a knowledge base for our workforce
Knowledge bases are provided to our interpreters once you’ve signed on ensuring they’re equipped to support all our customers with their non-English consumers.
We then look at your Customer Engagement Strategy
Ezispeak will work with you to produce material to ensure a seamless internal uptake as well as assist in producing content to engage non-English customers of any new processes.
Finally we sign off on agreed KPIs
We operate under a continual improvement methodology ensuring we continually strive for perfection. This includes:
- An SLA which details how we’re to deliver services to your organisation.
- Agreed Quality Standards expected of all ezispeak interpreters.
- An agreed Quality Assurance process which audits compliance with standards.
- Feedback framework ensuring we address customer satisfaction proactively.
Managing quality of service
Sophisticated analytics are used to measure service quality and performance. With service delivery being primarily driven by end users through our self-service apps, daily support is provided to manage service related matters, feedback and complaints, billing and reporting needs.
We recognise each client has different requirements therefore we work with you to understand your needs. This could result in monthly on-site meetings to discuss the previous months reporting and go through any continuous improvement strategies, or, quarterly on-site meetings to discuss the previous quarter.
Security and Availability
We ensure a high level of security operations over the technology infrastructure including Call Encryption. Technology from Genesys has all prerequisite security requirements embedded in the architecture which resides in data centres within Australia. We have high availability in our infrastructure with full geographical redundancy and telco diversity in the event of system failure.
To ensure feedback is ticketed and responded to in a timely manner, we implement a complaints and feedback resolution process that is designed to encourage fast and efficient resolution of a customer’s issue at the first point of contact. Support is also available through our Head of Customer Success.
Billing and Payment Terms
Invoicing is remitted last business day of the month. The format of the billing will be based on your agreed commercial model with us incorporating time of day and service type for greater transparency. All invoices submitted from ezispeak will be accompanied by a transactional data set which validates invoice value.
Business Intelligence Reporting
ezispeak provides comprehensive service performance reporting through its online business intelligence platform. ezispeak’s automated service delivery platform captures all necessary details including total time of call, connection time and interpreter time. Feedback management is also integrated into monthly reporting for clients for a holistic 360 degree view of service quality and performance. This is all delivered real time via ezispeak BI360.
Our service performance is unmatched in the Australian market.
Using a combination of AI based process automation and sophisticated algorithms, ezispeak matches requests to an interpreter or translator to at point of need.
To accomplish this, ezispeak engages a national pool of NAATI Certified Interpreters for telephone and video interpreting. All interpreters and translators are engaged on contract with ezispeak and are provided work based on an agreed set of prerequisites and outcomes.
Our model eliminates the need to schedule interpreters which delivers up to a 40% reduction in language services costs.
Working together with ezispeak, we can provide improved process efficiencies due to the 24/7 on-demand service model with no compromise on service performance and language access. Furthermore, to support our self service agenda, ezispeak BI360, powered by Microsoft’s PowerBI platform, delivers clients with access to real time data showing measures such as connection times, average call durations, language utilisation, demand by quality levels, number of calls as well as serviced and non-serviced calls.
seconds to connect to an interpreter
requests met on demand – no scheduling
Professional linguists nationwide
calls connected to an interpreter in under 60 seconds
Take control of your language services strategy!
Every minute your staff spend waiting for an interpreter to be connected is a minute lost in productivity and cost.
Our average speed to answer in over 180+ languages
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