www.BeGlobal.com

How to ProvideTranslation-as-a-Serviceto Your SoftwareCustomers

www.BeGlobal.com3

How to Help Your Software Customers Extend Their Global ReachMost companies generate and store a significant amount of content that needs to be translated in some capacity to deliver engaging customer experiences and interactions and successfully run their business.

For example, e-commerce product information and reviews, blog posts, frequently asked questions, etc. Companies can buy software that helps them manage and publish this content, but they must arrange for language translation separately outside of their core business applications.

Oftentimes, business-critical content is not translated across key languages because the process is difficult and the traditional option of high-quality human translation is insufficient to meet the needs of the real-time digital world.

On the other hand, machine translation is extremely fast and cost effective, and the natural solution for real-time translation needs, but it cannot solve for sensitive content translation needs like legal documentation and high-brand marketing material.

More and more companies need simple, affordable, and scalable access to both human and machine translation options. And they need it delivered as translation-as-a-service – pay as-you-go without huge up-front investment or new IT infrastructure.

www.BeGlobal.com4

SDL BeGlobal is radically simplifying translation by providing APIs that allow independent software vendors to integrate translation into their software solutions to deliver out-of-the-box modern translation capabilities for customers.

With access to multiple translation options, companies can quickly and predictably achieve the required quality for any type of multilingual communication at the right cost. This includes translations of real-time content like chat and email, to dynamic content like user reviews and knowledge base articles, to more static documents like product descriptions, legal agreements and product manuals.

By using the SDL BeGlobal translation API, ISVs can include content translation capabilities as part of their core offerings while capitalizing on growing SaaS adoption to differentiate themselves from competitors, create new revenue opportunities, and extend their market reach.

How ISVs Can Create Global-Ready Products

In a recent Forrester Research survey of US-based online retailers, 75% of respondents ranked international expansion as either “very important” or “somewhat important” to their overall business strategies.

5 www.BeGlobal.com

The SDL BeGlobal API is REST-based and fully documented so it can easily be integrated into third-party applications.

To get started, software vendors simply create a free developer account and generate an API key that authenticates all API calls to the translation platform.

Then, real-time translation calls can be submitted to the platform to request machine translation or different levels of human translation, based on what is the fit based on cost, turnaround time and quality requirements.

It is that simple.

How a Translation API Works

Maximize the ROI of Translation

123

Choose From Four Levels of Translation

Machine Translation - professional computer-generated translation for secure, high-volume, low-cost, real-time translation needs.

Standard - Professional human translation by a native linguist.

Verified - Professional human translation by a native linguist + proofreading by another native linguist for added accuracy.

Professional - Professional human translation by a native linguist, proofreading by another native linguist for added accuracy, and ISO 9001 and DIN EN 15038 Certified Translation Process.

4

www.BeGlobal.com6

SDL BeGlobal API Usage Scenarios

eCommerce providers can publish a high volume of reviews, blog posts and other information in multiple languages in real time or near real time using machine translation cost effectively. At the same time, they can apply higher-quality human translation to content types like web pages, transaction details and product descriptions that must accurately convey business intent.

Customer care solution providers can enable organizations to cost-effectively translate a high volume of knowledge base articles, chat sessions, and customer queries (incidents) into the appropriate language using machine translation. They can also make it possible to selectively apply higher quality human translation to frequently accessed knowledge base articles.

Content management systems providers can empower their customers to translate a range of documents including marketing materials, legal agreements, and product documentation into multiple languages all within their familiar interface. Their customers can choose from either machine translation or human translation based on the amount of content and the value of translating the content.

Any other software vendor can also offer both machine and human translation services to their customers through one API integration, which requires only a modest time investment from a developer, and offers a fast and inexpensive path to global solution differentiation.

www.BeGlobal.com7

Professional Translation

Verified Translation

Standard Translation

MachineTranslation

Volume

Qua

lity

Human Translation

www.BeGlobal.com8

Radically Simplified Translation Options

With a choice between machine and human translations, companies can optimize their translation budgets. For instance, Figure 1 shows various content types and sample pricing. Companies simply choose the right translation quality/price point to get the best return on their budget while addressing their business needs.

Figure 1. Choosing between machine and human translations based on content type and quality enables companies to optimize translation budget.

www.BeGlobal.com9

SDL BeGlobal is the only solution that offers access to machine translation, human translation or a combination of the two to suit any translation requirements. ISVs can help their customers maximize the ROI on their translation budget by aligning the right content with the right quality/price option. Here are examples of how SDL’s technology is being used to power third-party applications:

Translation-as-a-Service Use Cases

Customer support knowledge base

By using the existing SDL BeGlobal translation API integration into two of the leading customer support knowledge base solutions, Oracle RightNow and Salesforce Knowledge, content managers are enabled to send knowledge base content for automated translation in one click from within their familiar application interface.

This in-context use of machine translation has been proven to reduce publishing times of foreign language content from weeks to minutes, enable translation of all content, and decrease the number of expensive support calls through increased self-service across languages.

www.BeGlobal.com10

Translation-as-a-Service Use Cases

Customer support incident handling

With SDL BeGlobal translation API integration into Oracle RightNow, customer support agents in contact centers have on-demand, one-click translation for customer queries and incidents received by email, web forms and support calls, and can respond via email across languages. Support agents that speak only one language are instantly empowered to communicate in the languages of the customers from within Oracle RightNow.

By not limiting agents to a single Incident language queue, this integration empowers mono-lingual support agents instantly to communicate in the language of their customer, increase productivity , deflect phone calls and decrease resolution time.

Live chat

With SDL BeGlobal API integrated into LivePerson, call center agents can respond to customers and prospects instantly across any language within their familiar LivePerson chat interface. Specifically, agents can preview automatic translations in real-time, so they can deliver a better customer experience by conversing in the customer’s native language.

The solution offers chat capabilities to any country or region in the world to drive new customer acquisition or provide ongoing support. Using this technology voids the need to hire new resources across languages and geographies, retrain existing personnel, or complete a complex IT project.

www.BeGlobal.com11

Plantronics uses the SDL BeGlobal API pre-integrated directly into Salesforce Knowledge.

Plantronics qualifies its results as “game-changing” and was able to dramatically reduce the time required to process knowledge base articles for translation, reduce the time required to translate, and publish 150 articles into five languages from about 150 person hours to less than two hours, and achieve significant time and cost savings.

SDL BeGlobal Case Studies

Travelport, a leading GDS company, wanted to extend the reach of existing online support content (KB articles) for travel agents by leveraging machine translation.

Using the SDL BeGlobal API pre-integrated in its knowledge base solution, Travelport was able to reduce multilingual knowledge base content publishing time from 2 weeks to 3 days, automatically publish all KB articles into 7 languages so travel agents can access their preferred language, and reduce the number of incoming calls to call center across languages.

www.BeGlobal.com12

Globalizing Your Software with SDL BeGlobal

As SaaS sees significant uptake and global companies increasingly need to translate all their communications and content into multiple languages across all areas of their business, ISVs are afforded a tremendous opportunity. They can extend the value of their existing products while helping their customers address the new requirements of a global marketplace.

SDL BeGlobal was created by SDL, a proven leader in translation services and technology for more than 20 years – to make multilingual capabilities easily accessible to every industry and for every use case imaginable.

By partnering with SDL and accessing APIs via the SDL BeGlobal platform, software vendors can enable seamless translation and access to enterprise-level translation features from within the software offerings that companies rely on to generate and manage content.

And by empowering their customers to easily access both human translation and machine translation, ISVs make it possible for customers to allocate the right quality/price point for each translation and maximize their translation budgets.

13 www.BeGlobal.com

If you have a software product or web-based service business (ecommerce, text analytics, customer care, travel, CMS, or any other application that needs content in more than one language), go to BeGlobal.com to set up a SDL BeGlobal sandbox account to try out our translation-as-a-service API for free.

Or call us at 1-855-229-4471.

Get started today