Claude WaltonDirector of Product MarketingSDL Language Weaver

The Rise of Real Time Communication: 5 Key Reasons to Get On Board

Claude WaltonDirector, Product MarketingSDL Language Weaver

Changing Consumer Landscape

More Global: Internet growth has exponentially driven digital content volume across languages Nearly 2 billion people on line and growth in non English speaking

nations Over 60% of consumers prefer to receive information & make

purchases in their own language

More self-reliant and social: Consumers prefer and expect more online & social interactions 73 % want to solve themselves first* Up to 90% of customer interaction through web self service &

communities **

Expect more than ever: Get it right or else… Consumer expectation regarding brand value went up 20% from

2008 to 2009*** 86% of consumers quit doing business with a company due to a bad

experience in 2009**

*Harris Interactive, “Customer Experience Impact Report, 2009”, **Consortium for Service Innovation,***Brand Keys, “The 2009 Customer Loyalty Index”;

Your Organization

New Engagement Challenge

New Solutions Needed

Most internet and social channels’ content falls below the cost and capacity threshold for human translation 350,000 Human Translators in Global Market Average Human can translate 2,000 words per day Average market clearing price is $0.19 - $0.21 per word

The business value is not about translation; but about businesses communicating to their customers instantly in their language.

New requirements: High speed, high volume and cost effective with “Good Enough” quality

Sources: IDC, Internet World Stats, Forrester CI Almanac, NUA ltd., Milestone Group, Common Sense Advisory

Many companies are now turning to real time automated translation to meet this new engagement challenge!

Reason # 1

Old Thinking: Move at the “speed of publishing”

New Thinking: Move at the “speed of the market” across many channels

• Engage with customers in their preferred channels #1

Reason # 2

Old Thinking: Automated translation’s quality is not good enough to publish without human review. Too risky for my brand.

New Thinking: I can have confidence in the quality of what I publish even if I do not speak the language

• Decrease cost while still feeling confident that consumers will be satisfied with all the published content

#2

Reason # 3

Old Thinking: Deploying and using machine translation can be hard and only a limited set of users can access it

New Thinking: Automated translation is now delivered in the Cloud. Easier to buy, faster to deploy and easier to maintain.

• Solution scales automatically to meet growing global consumer interactions#3

Reason #4

Old Thinking: Trade off and scarcity mindset

New Thinking: Publish all your content while saving over 80-90 of current cost so supporting new markets is possible.

• Translate all you KB content andsupport new market opportunities with your existing budget

#4

Reason #5

Old Thinking: I will wait and see until proven

New Thinking: Consider it now as adoption is heating up… in your domain

• Gain a competitive advantage with real time automated translation #5

Real Time Multilingual Chat

DEMO

Chat

User

TranslatedComment

ResponseTranslatedResponse

Chat Comment TouchPoint: Chat

Falcon screen shots

Recap: Five Reasons to Get On Board !

#1• Engage with customers in their preferred channels

#2• Decrease cost while still feeling confident that consumers

will be satisfied with all the published content

#3• Solution that scales automatically to meet growing global

consumer interactions

#4• Translate “all” you KB content and support new market

opportunities with your existing budget

#5• Gain a competitive advantage with real time automated

translation

To ask a question, please use the Q&A panel in the right hand corner of your screen.

For More Information:

Join us for the Premiere Global Information Management Conference! SDL Innovate 2011: March 1-2, Santa Clara www.sdl.com/innovate

Download Analyst Research! Translating Social Media & Dynamic Content in Real Time for Customers www.sdl.com/gilbane-socialmedia

Contact me to schedule a demo of SDL BeGlobal: Claude Walton: +1-310-437-7300, cwalton@sdl.com

Watch our 2 minute video on SDL BeGlobal!

@languageweaver sdlplc YouTube – sdlonline