The awards took place last night at Evolution, Battersea Park, London, and were hosted by BBC journalist Fiona Bruce. Judges recognised how, in partnership with Concentrix, Unbabel had digitally transformed traditional customer language support for a major player in the travel industry, by creating a multilingual customer service hub.
As the longest-running and largest awards programme in the customer contact industry, the ECCCSAs recognise organisations across Europe that are leading the way in delivering exceptional service to customers.
Unbabel was praised for delivering human-quality translations at a massive scale for the joint client, one of the largest companies in the travel industry. This combined the speed and scale of machine translation with the authenticity of a native speaker through a combined Artificial Intelligence and Human Intelligence platform. The project helped create multilingual hubs in low-cost, language-agnostic locations capable of support in 29 languages for the client.
Unbabel’s client saw an average cost saving of 28% across French and German languages in the first six months of the project, with a saving of 300,000 euros. CSAT scores from the multilingual hub outscored in-house native speakers.
Now in their 19th year, the programme saw companies from 24 countries participating in 2019, including some of the most senior customer experience professionals in Europe, as well as key industry influencers on customer contact.
Vasco Pedro, CEO of Unbabel who accepted the award, commented: “I’m delighted that we’ve been recognised by the ECCCSAs for our work with Concentrix. Today, customer satisfaction is at the top of the business agenda, so being able to serve customers immediately in their native language represents a great competitive advantage. I’m proud of our team who delivered a truly disruptive solution in partnership with our friends at Concentrix.”
Paula Kennedy Garcia from Concentrix commented: “Our strategic partnership with Unbabel elevates the extensive multilingual delivery we have across the globe. It’s a perfect synergy for how we deliberately look to disrupt and transform traditional solutions to be future-first in design for 21st Century Customer Experience. The unique combination of advanced Machine Learning, AI and highly proficient crowdsourcing has empowered the creation of highly skilled multi-lingual hubs in low-cost, language-agnostic locations, capable of any-time support in 29 languages, making truly global 24/7 support even more accessible for our Clients and Customers."