NICE teams up with Certified Languages International to personalise customer service with CXone Mpower
With NICE, Certified Languages International will streamline operations, elevate global interpretation services, and deliver tailored, automated customer service across industries
NICE have announced that Certified Languages International, a full-service language company specialising in on-demand interpreting and document translation services supporting 230 languages worldwide, has selected NICE CXone Mpower as its platform of choice to upgrade its customer service operations.
By migrating from its legacy infrastructure, the company aims to enhance workflow automation, unify its knowledge base and ensure seamless support for its agents and interpreters —delivering exceptional experiences at every interaction.
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.
Jacob Dillon, COO, Certified Languages International, said,
“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,”.
“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 convenient and personalised service.”
Dan Belanger, President, Americas, NICE, said,
“In interpretation services, speed and accuracy are non-negotiable.”
“That’s why we’re excited to help Certified Languages International use CXone Mpower to unify knowledge, streamline workflows, and connect agents and interpreters in real time for quicker and more precise service.”
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.
For additional information on Certified Languages International visit their Website
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.
For additional information on NICE visit their Website
