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For a large enterprise customer services organization operating a high‑volume Genesys Cloud contact center, this challenge was clear. The organization needed to extend multilingual voice support across live interactions while preserving call flow stability, agent productivity, and governance standards. Rather than reworking existing call flows, the organization partnered with Interact CX to introduce real‑time translation through ConnectLingua, integrated directly into its Genesys Cloud contact center.
Designing Real‑Time Multilingual Support Within an Existing Genesys Platform
The design approach for this initiative centered on a clear objective: enable real‑time multilingual communication while preserving the stability and familiarity of existing contact center operations.
The customer was already operating a mature Genesys Cloud environment. Agents were trained on established workflows, and routing logic, transfer behavior, and operational processes had been refined over time. Any new capability needed to integrate naturally into this environment and function within those established patterns.
Interact CX designed and implemented ConnectLingua to operate within existing call flows, enabling real‑time voice translation without requiring changes to routing logic or agent behavior. Agents continued using their familiar Genesys Cloud interface, actively engaging in live calls where translation and transcription supported the conversation as it occurred.
This design delivered several immediate advantages:
- No retraining required for core contact handling
- No reconfiguration of routing logic or call behavior
- No additional complexity introduced into agent work flow stations
By embedding translation directly into live voice interactions, the organization was able to remove language barriers while maintaining conversational continuity, operational clarity, and agent confidence.
Execution Through Collaboration and Operational Discipline
Real‑time multilingual communication demands more than integration alone. It requires close coordination across technical, operational, and frontline teams to ensure consistency and reliability at scale.
Interact CX worked in close partnership with stakeholders to ensure ConnectLingua was not only implemented, but operationalized with confidence. The engagement emphasized consistency, clarity, and repeatability across real‑world usage scenarios.
Key areas of focus included:
- Agent enablement and reinforcement of supported usage patterns
- Operational guardrails to ensure reliable behavior at scale
- Ongoing validation across transfers, network variability, and audio environments
Rather than treating multilingual support as an experimental capability, the teams approached it as a core operational function of the contact center. This discipline ensured stability during live interactions, even as call volumes and language needs evolved.
Business Value and Measurable Outcomes
Once real‑time multilingual voice translation was fully embedded into day‑to‑day operations, the business impact became clear and measurable. By reducing dependence on third‑party human interpreters and eliminating delays in live conversations, the organization achieved meaningful efficiencies across both cost structure and customer experience.
At scale, the results included:
- Approximately $600,000 in annual cost savings, driven by a significant reduction in interpreter usage
- A 70 percent reduction in translation costs compared to traditional human‑interpreter models
- More than 3x return on investment, outperforming legacy approaches to language support
- Faster and more efficient issue resolution, enabled through uninterrupted real‑time communication
These outcomes extended beyond financial performance. Agents were able to engage customers naturally without pausing conversations or coordinating interpreter handoffs. This improved confidence on the frontline and allowed interactions to progress more smoothly from start to resolution.
From a leadership perspective, multilingual support shifted from a reactive, cost‑heavy necessity to a scalable operational capability. The contact center gained a sustainable model that improved customer experience while aligning directly with efficiency, governance, and growth objectives.
A Strategic Insight for Modern CX Leaders
This engagement highlights an important insight for CX leaders. Multilingual support does not have to introduce disruption or operational risk. With the right architectural approach and execution discipline, real‑time language translation can be integrated into any platform in a way that feels natural, stable, and scalable.
By implementing ConnectLingua within the customer’s Genesys Cloud environment, Interact CX helped a large enterprise customer services organization unlock measurable value while preserving the integrity of its contact center operations. The result was a future‑ready approach to multilingual CX that delivers results today and supports long‑term growth.
At Interact CX, we believe successful CX transformation is defined not only by new capabilities, but by the confidence those capabilities create across people, processes, and platforms.
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Enabling Real‑Time Multilingual Translation Services at Enterprise Scale
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