Case Study: Lionbridge achieves more inclusive multilingual customer communication with Twilio

Lionbridge is paving the way for more inclusive customer communication

Lionbridge, a global language services provider, needed a more flexible way to deliver over-the-phone interpretation and multilingual customer support across more than 350 languages. Its existing communications platform made changes slow and difficult, so Lionbridge looked to Twilio to help create a more customizable and scalable experience for customers and interpreters.

Using Twilio’s Programmable Voice, Twilio Insights, Twilio Client (WebRTC), and voice recognition, Lionbridge built a more personalized multilingual platform with faster connection times, real-time reporting, reconnect options, and deeper IVR customization. With Twilio, Lionbridge improved customer satisfaction, reached record connection times to interpreters, and enabled faster, easier onboarding with flexible customization on the fly.

Lionbridge

Susan Gryder

Director of OPI Sales