October 04, 2011 10:47 ET

Trusted Automated Translation Now Available for Customer Query and Incident Handling in Contact and Call Centers

SDL GlobalConnect for RightNow Incidents Enables Call Center Agents to Answer Emails in Multiple Languages, Driving Down Global Support Costs and Enhancing Customer Experience

MAIDENHEAD, UNITED KINGDOM--(Marketwire - Oct. 4, 2011) - SDL (LSE:SDL), the leading provider of Global Information Management solutions, is pleased to announce the availability of SDL GlobalConnect® for RightNow Incidents. This new integration enables RightNow (NASDAQ:RNOW) customers to leverage new cross language email capabilities within their existing deployment of RightNow CX, the customer experience suite, to accelerate global, multilingual communication with their customers.

Previously, SDL integrated its automated translation with RightNow Answers to bring trusted, one click translation to knowledge base managers. With SDL GlobalConnect for RightNow Incidents, support agents in contact centers now 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.

SDL GlobalConnect creates a significant step forward in management of global customer support processes, for companies with global call centers. The solution instantly enables monolingual support agents to communicate in the language of the customer, improving agent productivity, increasing customer satisfaction through timely relevant mail responses and driving down global support costs.

"SDL GlobalConnect for RightNow Answers enabled knowledge base managers to publish content across multiple languages in one click. SDL GlobalConnect for RightNow Incidents extends that capability to support agents in customer contact centers to provide seamless email support in the language of the customer, while leveraging their investment in RightNow CX." said Swamy Viswanathan, Senior Vice President of Products and Marketing for SDL Language Technologies.

"RightNow's enterprise clients continue to expand their global service environments to deliver relevant information to their customers anytime, anywhere. Through our strategic partnership with SDL, we enable translation within these environments to help clients quickly and effectively respond across languages to provide a seamlessly positive customer experience," stated David Vap, Chief Solutions Officer at RightNow.

To learn more about SDL GlobalConnect, visit:

Visit the SDL booth at an upcoming RightNow Summit:

Full press release:


About SDL

SDL is the leader in Global Information Management. Global Information Management enables companies to engage with their customers throughout the customer journey –from brand awareness, to sales and after-sales support– and across languages, cultures and channels.

SDL's best-of-breed Web Content Management, eCommerce, Structured Content and Language Technologies, combined with its Language Services drive down the cost of content creation, management, translation and publishing. SDL solutions increase conversion ratios and customer satisfaction through targeted information across all customer touch points.

Global industry leaders who rely on SDL include ABN-Amro, Bosch, Canon, CNH, FICO, GlaxoSmithKline, Hewlett-Packard, KLM, Microsoft, NetApp, Philips, SAP and Sony. SDL has over 1500 enterprise customers, has deployed over 185,000 software licenses and provides access to on-demand portals for 10 million customers per month. It has a global infrastructure of more than 60 offices in 35 countries. For more information, visit

Contact Information