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e-Mail: info@cantalk.com |
Any Language. Any
Application.
The CanTalk Advantage
Customized
telecommunication solutions, any time anywhere, any language
The
selection of a telecommunications can make the difference between acquiring,
serving and keeping the next client, patient, customer -- or losing them. What will be your choice?
CanTalk
Canada, a global service company, provides innovative solutions for
communication challenges in any language, anywhere on the planet, twenty-four
hours a day, seven days a week. CanTalk’s network of specialized interpreters,
operators and technicians offer industry-leading services that include:
ü
global operator and customer services
ü
national
and international directory assistance
ü
multi-language call center services
ü
full telecom billing and collections including calling card,
collect, credit card and third party
ü
turnkey calling card products
ü
rapid access interpretation services
Our
engineers create customized communication solutions for your special needs. We
deliver service in 110 languages in 35 seconds or less. Language services
include instant over the phone interpretation, document translation, fax
translation and forwarding and multi language operator services
Contact us today and let us show
you how your business or organization can experience the freedom and power of
effective, multi-language communication.
CanTalk. Now you’re talking.
While people from other ethnicities may
speak English, they might not think in English. People live and think in their
native language. If you want to communicate with people of other ethnicities
and have them truly relate to your products or services, you must speak the
language … the right language.
The Company
Operations
-
Centralized and Virtual Team Operations
-
Product and Service Customization
-
Technical
and Service Overview
Services
and Applications
-
CanTalk’s Unique
Specializations
-
Benefits
-
CanTalk’s Business Philosophy
-
Areas of Differentiation and
Excellence
-
CCP – Contact Centre Provider
-
Contact Centre Services Summary
COMPANY HISTORY
Based in Winnipeg Manitoba, CanTalk started as a language
service center, and grew to employing 200 language specialists and contracting
with another 1200 language specialists on a network across Canada. The company
had two dominant product lines:
1) Immediate interpretation and translation via
phone, wireless and VOIP
2) Language operator and
customer services for both inbound and outbound calls.
CanTalk's contact centre technology, telco grade equipment,
systems and partnership agreements provided the means to deliver high quality
language services and industry specific applications for the contact centre
market. As a result CanTalk has evolved with a much more comprehensive service
portfolio and customer base. It now delivers:
ü Operator services
ü Telecom billing Services
ü Language Services
ü Calling Card Services
ü Business Consulting Services
ü Call Center Services
ü Directory Assistance
ü E-Business and Web Support
ü Additional personal concierge
services
CanTalk's significant core
strengths: 1) it's operational architecture provides for a highly responsive
and customized client applications in operator services and language delivery
in over 1 2 0 languages from one central setting; 2) knowledge of global
and national language service delivery and experience at delivering customized
services and then working with its customer to add more value over time.
CanTalk's
proprietary and patented scheduling and forecasting tools are unique in the
industry and have allowed our customers to elevate their customer fulfillment
to new levels.
COMPANY PROFILE
Current services focus on customized, high quality,
immediate and rapid response language services supported by unique service
delivery applications.
CanTalk's language services enable
our clients to provide "in-language" service to their customers across
a broad spectrum. CanTalk offers
language products and services as a convenient and affordable service that can
be easily accessed in the global and North American marketplace. CanTalk's business premise is that use of
languages is a significant value add which
helps businesses effectively communicate with new customers. This can significantly increase a client's
revenue base. In effect, it speaks
directly to a customer’s bottom line.
CanTalk has acquired, a large
knowledge base of language service markets for consumer and commercial
applications within a national, international and telecommunications
context. Its proprietary technology and
applications are specific to the delivery of language services.
Exceeding
a typical vendor relationship, CanTalk proposes technical and marketing
solutions, accommodates requirements both from a technical and engineering
level, creates customized reports and billable CDR's to support sale of new
products; as well as proactively provides frontline marketing and customer
information. Additionally, CanTalk's
database tracks over 35 customer specific call details for marketing and/or
technical purposes.
CanTalk has existing high-speed
multi access arrangements with several telecommunications providers including
DS3 fiber links into CanTalk's Winnipeg location. CanTalk's architecture includes standard voice and data
communications and IP technologies. In
addition, CanTalk's switch platforms are fully integrated within a WAN/LAN
multi-server client/ application environment.
EXECUTIVE TEAM
Maureen Mitchells, President and
CEO,
Telephone 204-786-0132
E-mail mmitchells@cantalk.com
Lawrence
Chester, Executive VP Services and Products
Telephone
204-786-0114
e-mail
lchester@cantalk.com
EXPERIENCE and EXPERTISE
CanTalk's language applications are
differentiated from traditional language service providers by its telecommunications
options, rapid response, broad selection of language services, applications and
in particular, its customized service.
ü
CanTalk's
linguistic professionals specialize in business disciplines which can be rapidly
deployed to assist all manner of language situations and circumstances - be it
over-the-phone interpretation, on-site language service, in-language operator
and customer care applications or fast turnaround translation services.
ü
CanTalk
has experienced professional language consultants and administrators. Its knowledge of language use in countries,
regions, within and between ethnic groups is one of CanTalk's core
competencies. Given this framework,
specific language strategies and services have been developed for such major
market segments as telecommunications, hospitality, travel, commerce,
emergency, retail fields and others.
ü
CanTalk's
growing customer base is diverse and includes Teleglobe International USA,
Sykes Enterprises, E-Comm Vancouver, B.C. Enbridge Consumer's Gas, Community
Information Toronto, the Consular Affairs Bureau of the Canadian Department of
Foreign and International Affairs, Ontario Ombudsmen, Brydges Duty Council
Advice Line, Angus Reid Research, Hamilton Wentworth Police, Winnipeg Police,
ATCO Singlepoint, Investors Group, London Life, Great West Life, Cangene
International, KeyFacts Canada, K-Tel International, TeleHealth Ontario. and
significant others.
CENTRALIZED and VIRTUAL TEAM OPERATIONS
With a proprietary database and
network system CanTalk has:
ü
over
1,200 skilled Canadian interpreters and translators on a network across Canada
ü
200 on
site language agents
ü
over
120 languages and associated cultural expertise
ü
a core
experienced management team
The
company operates as an integrated unit, centralizing its core administrative,
technology, and engineering, research and development support functions from
its Winnipeg location. Operator and language
services are provided both from on-site (200 language specialists) as well as
off site locations (1,200 language specialists), administered and delivered
from its central location.
CanTalk's
national network ensures effective and efficient labor utilization with a
continuous availability of the right language with the right skill set, at the
right time. Its proprietary scheduling
engine provides instant availability of languages for each customer
language requirement.
CanTalk's
multi-faceted but easy to use language support system complements existing
customer care services and can incorporate "multilingual" Operator
Services and Customer Contact Services in one setting by,
ü
directly interfacing with customer's contact center
or
ü
setting up a duplicate branded site with full
language capabilities.
CanTalk's
flexible architecture assists to support the objectives of our clients and
minimize client costs for additional contact centre infrastructure.
CLIENT SUPPORT SERVICES
CanTalk
both tracks and captures detailed information for its customers to increase
their service efficiencies. Problems
are identified and solutions implemented quickly within a framework of responsive
and integrated personnel. CanTalk can
provide detailed reports of call transactions to assist long distance card
vendors or assist in account adjustments to the wholesaler or retail vendor
that can result in significant savings.
CanTalk places:
ü
strong emphasis on personal service. We build relationships and forge extended
customer relations so changing customer needs are addressed and satisfaction
grows with the company.
ü
in-house customer support, including branded customer support and card reseller
support services and/or call transfer capabilities. This includes:
§
Data
recovery and analysis
§
IVR
voice prompts and support
§
Internet
applications and fulfillment
§
Language
consulting and training
§
Customer
service/help desk
§
Crisis
management/ disaster recovery
Working
with domestic and international long distance providers, CanTalk provides a
full range of customer service activities, including account management,
fulfillment, new product launch and database management.
PRODUCT and SERVICE CUSTOMIZATION
Each customer program is carefully designed and set up by specialized product design and implementation teams. The assigned team will determine each customer's unique requirements; technology, recruitment and training needs and then build the service platform/infrastructure specific to the customer's short and long-term objectives. A customer management team works as an extension of the customer adapting and modifying to the customer's platform as the business evolves.
TECHNICAL AND SERVICE OVERVIEW
ü
Advanced
Call Centre and Data Base Management and Systems: CanTalk makes extensive use of
leading edge call center technologies including proprietary and licensed
software and applications, skills based routing for proprietary language
queues, automatic call distribution, sophisticated computer telephone
applications (CTI), carrier grade digital switch and internet technology.
CanTalk's fiber optic (DS3) facilities are connected through a non-blocking
digital Time Division Multiplex (TDM) switch and Interactive Voice Response
(IVR) system. This technology solution will
enable CanTalk to provide our clients with Internet Voice over Internet
Protocol VOIP access to our Language products and services.
CanTalk has extensive knowledge of the telecommunications
industry and business relationships with major carriers including AT&T,
Sprint Canada, TeleGlobe Communications Inc.- all of which can provide
sophisticated support systems for CanTalk and its customers in a cost effective
and highly versatile operating framework.
"CanTalk provides important information that
enables our clients to analyze their marketing strategies and better manage
their business".
ü
Customization:
This is a strong
operational driver for CanTalk.
Language services are customized so that they are easily and seamlessly
integrated into a customer's existing standard of operation and/or specialized
service segment. Most significantly, as
client's requirements grow and change, CanTalk can match and or develop
programs to a customer business objectives and service applications.
ü
Trouble
Shooting: Should
there be trouble with a customer system, CanTalk provides in-house support, and
with its carrier partnerships, technical and application support 24 hours a
day. This includes an escalation
process with customized plans to the fit customer requirements. CanTalk seeks and implements solutions to
avoid situations from reoccurring.
ü
Quality
Delivery: CanTalk
takes a proactive approach to call quality, using a combination of call
monitoring and immediate feedback done by the floor supervisors, training
specialists and the call quality department. Calibration sessions are held
weekly to insure accuracy in measurement and fairness in coaching and feedback.
On emergency services calls a one to one relationship for call monitoring is
applied. Each call is real time
monitored by the LSP
ü
Emergency
Call Supervisor. Scores for each call are tracked and
continuous improvement teams meet on a monthly basis to review process and
track success.
ü
Survivability
& Recovery: CanTalk
Canada uses state of the art, Tier 1 level telecommunication switching
equipment, with dual redundancy on-site hot backups. Two separate carriers, resulting in a dual backbone, provide
telecommunication access. The facility is equipped with UPS battery backup
supplying power to the data center as well as the facility-calling floor. This is further backed-up by a diesel
generator for the unlikely event of long duration outages. Network LAN/WAN
design takes into account a multi-route server farm with Ethernet switching
across multiple path hubs, to insure survivability should there be a critical
failure of network components.
CUSTOMER APPLICATIONS
CanTalk
offers greater value-add within a MSS (Multi Service Setting) format providing
what the customer needs, when they want it.
From a selection of 120 languages
and multiple business disciplines the customer may choose:
ü
Immediate - the CanTalk interpreter is on the
line in 45 to 75 seconds,
ü
Call back - CanTalk calls back with the
interpreter on line within 5 to 15
minute,
ü
Pre-booked - interpretation calls are booked 2
hours to 2 weeks in advance and
ü
Language Operator and Customer
Services - customized
services "in-language" operators within six seconds.
The four main
potential customer groups:
ü
Global Outreach
ü
Customer Service
ü
Emergency Service
ü
Call Centre
Outbound and Inbound Customer Care Services
The Global Outreach opportunity: addresses the needs created by the
international activities of firms who are doing business overseas. CanTalk provides the business customer with
a savvy, politically correct and network-accessible cross-language resource to
find favour with foreign contacts, expedite new business opportunities and
facilitate the exchange of accurate information in any cross-language
situation.
The Customer Service opportunity: addresses the needs of organizations
primarily in the domestic marketplace who have a need to serve customers or clients
in a language other than English, either in a real time, or via voice
mail. Customer service situations
benefiting from this type of offering can often be distributors, transportation
companies, utility companies, customer service call centers, tourism
industries, educational institutions, health-care organizations,
telecommunications firms, financial services firms, real estate services,
hotels, legal services, social services, immigration services and city transit
information lines.
The Emergency Service opportunity: a subset of customer service in
which the need is more urgent. Typical
users of the service would be 911 centres, ambulance or fire departments. Emergency service may be differentiated from
other immediate interpretation by giving emergency customers a dedicated 1-800
access number, and further accord these calls the highest priority
The Contact Centre opportunity is
twofold: At the
most basic level, interpreters are used as call centre agents, or language and
customer service operators on a prescheduled basis for both domestic ethnic
marketing and for international operator services. Secondly, contact centres can use CanTalk on demand in various
applications either as a back-up service, or value add.
CANTALK’S UNIQUE SPECIALIZATIONS
ü
develops
customized language programs and
applications that are a single source of customer services, technical,
marketing and training support for each facet of language applications intended
either for the entire business or segmented within departments
ü
provides
global operator services for
telecommunications products in service fulfillment which includes card
fulfillment - call processing, collect calls, customer service, directory
assistance and customized client application
ü
offers
in depth knowledge of the
telecommunications industry that allows CanTalk to develop proprietary
systems, specific applications and products aimed at supporting companies that
sell telecommunications services and products
ü
provides
industry specific and training
adaptations that distinguish the uniqueness of each customer and provide
customized language applications that meet customer standards at every level
ü
produces
specific market reports that give
detailed and valuable information on language usage
ü
flexibility and responsiveness to providing language services in
several different formats and whenever they are required.
BENEFITS - New Customers and Stronger Relationships
CanTalk services are a value add at almost every level of a
business operation:
With new alternatives to conducting business, CanTalk
offers new solutions to old ways of communicating with customers. Improving communication links from one
country and from one community to the next, creates and ultimately forges
customer relationships.
It complements current language services with a
strategy and vision that reflects the challenges of global and demographic
shifts, telecommunication innovations and strong customer service values.
And encourages multilingual-multicultural customers
who wish to conduct business in heritage languages or who wish to communicate
in languages other than English, as well as those English speaking customers
who have multi-lingual clients.
Therefore -
ü North
American businesses can market to ethno cultural groups capturing the increase
in their purchasing power and disposable income.
ü Businesses
within ethno cultural groups and the Spanish/French populations can market
directly into English speaking markets.
ü
Businesses can move their products and services more
easily into the non-English speaking global economy.
CANTALK’S BUSINESS PHILOSOPHY
CanTalk's
philosophy is to share service delivery ideas and tailor language service
applications to ensure that customers extract the greatest benefits. The uniqueness of each client is taken into
careful and full account. The promise
of CanTalk is the delivery of quality, functional, and personal services so
that a customer's product or service can be understood in any language, in any
part of the world - an essential component to being responsive to a growing
national diverse and global marketplace.
AREAS OF DIFFERENTIATION AND EXCELLENCE
ü
immediate
language services and a broader range of language services than its current
competitors.
ü
services
that are solution driven, capitalizing on a telecommunications infrastructure
to provide language and cultural services, when it is needed - in an organized,
timely and quality manner.
ü
a
network of 1,200 Canadian professional and certified interpreters and
translators -- the largest of its kind in Canada -- skilled in the diverse
languages and cultures of centres throughout North America and the world --
available service in 110 languages 24 hours a day.
ü
extensive
experience in the development and provision of international language operator
services.
ü
customized
languages services tuned to the specific needs of the market, customer by
customer.
ü
addresses
different market needs than those current language service alternatives.
ü
proprietary
technology applications that identify and locate interpreters and translators
by language specialties, skill levels and industry expertise.
ü
international
costing/pricing advantages based on services priced in Canadian dollars.
ü
strict
standards and code of security and confidentiality.
ü
accessible
services can be used from almost anywhere in the world, and could be integrated
into any current offering to enhance a company's portfolio of services.
MORE APPLICATIONS
ü
CanTalk
can provide languages services through several distribution channels and
applications that range from over-the-phone
immediate interpretation and rapid translation
services for customer inquiries lines, help lines, info marketing programs including 24 language mailbox
service, and multi-lingual IVR (Interactive
Voice Response Recordings). These are just a few samples.
ü
CanTalk
can provide services, where customers can purchase CanTalk language services on
a transaction basis as the need arises at any of the Point of Sales (POS)
that a customer operates in today - or in the future.
ü
CanTalk
can offer the ability to access and purchase
language services in either
custom-tailored or self-tailored (by the card holder). In this way, it gives a card member the
full capability to choose the level of services required and it gives complete
control of what services will be offered to the card and its membership.
ü
CanTalk
services can be custom designed and
packaged for corporate accounts. This gives customers the solutions and
services to address their own specific markets segments, customer base and
requirements. For example, these services
could be personalized with in a language service feature and consultation
services that help the customer ensure their products and services understood
within the context of cultural and language nuances.
ü
CanTalk
can expand a global network of services by making available language services
on commerce and customer networks, linking services to financial centres, global ATM networks, on-line
authorization system, alliances and partnerships - all of which can be a
distinct value add to current service offerings.
ü
CanTalk
can provide an interpretation and translation service for card members via the internet that will enable the customer to communicate in any
language in a real time application totally secured in business to business
dialogue situations.
CCP - CONTACT CENTER PROVIDER
CanTalk provides the opportunity to incorporate "multilingual" Operator Services and Customer Services into contact centres. The Contact Centre opportunity is threefold. Fundamentally, CanTalk can be used as a 24/7 language enabled remote site for contact centre programs and language requirements.
At the first level, language service can be offered on a
conference call basis for contact centers whose agents may be engaged in both
domestic ethnic marketing campaigns and international telemarketing.
Secondly, Contact centres can fulfill their
campaigns or specific language requirements as an 7124overflow service to
CanTalk language service agents as back-up service for a contact centre's peaks
and valleys.
Thirdly, there is an opportunity to provide
full service labeled turnkey language services that can be interfaced to an
existing call center service.
All three of these service options effectively address
business needs in the domestic marketplace who serve customers or clients in a
language other than English or French, either in a real time, or via voice
mail, fax or e-mail.
Advantages
Existing customers would be receptive to a customer service
offering that can provide value-add to their current customer and business base
with a diverse but easy to use language support system that complements their
existing customer services within a contact center environment. Customers would be able to provide customer
care services that facilitate ongoing customer activities such as billing
inquiries, help lines, new product/service or promotional initiatives and
assortment of contact centre activities.
CONTACT CENTRE SERVICES SUMMARY
A cost competitive/ "under one roof' comprehensive
operator/customer care service including:
ü
Branded
operator and customer care services for call completion and caller assistance
resolving product and technical issues.
ü
Customer
Care Services that include On Demand language responses to caller's product
inquiries, problem resolution and escalation processes.
ü
Frontline
identification of network problems, carrier issues or platform problems for
customer’s products and services.
ü
Provision
of CanTalk's languages service portfolio of language applications and services
branded for the customers
ü
Immediate
Language Services IOP (Interpretation Over the Phone)
ü
In-Language
Contact Centre Customer and Operator Services
ü
Order
taking and the creation of customer care records
ü
Branded
Customer Care
ü
Billing
inquiries
ü
Account
maintenance
ü
First
line of support (help line) service including product, pricing and other basic
information
ü
IVR
voice prompts in all languages
ü
Scripted
queue announcements.
ü
Music
on-hold or in queue for callers waiting for service representatives.
ü
Trouble
referrals & escalation
Operator
Services
- Credit authorization
- Third party verification
- Collect calling
- Customer training and card usage
information
- Directory Assistance
- "in" language Card
Customer Service and Hospitality Services
The CanTalk
Advantage
ü
enables
ethnic customer service
ü
immediate
solution to language requirements
ü
a
rapid solution for unpredictable peak volumes
ü
allows
contact centres to fulfill customer service across all demographic areas served
ü
helps
contact centres stay competitive and expand their service offerings
ü
cost
savings and quality approach to enhance contact centre service offerings
ü
helps
contact centres present full service solutions to their clients
ü
allows
contact centres to be more competitive
CanTalk bridges the gap of
understanding.
Want more - let us know!
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400-136 Market Avenue, Winnipeg,
MB., Canada, R3B 0P4 e-Mail: info@cantalk.com |
