Translate & Publish Global Support Content in Seconds

Sales Overview:SDL BeGlobal 1 1 and

Support Content in Seconds

SDL BeGlobal 1.1 and GlobalConnect for RightNowAnswers 3 0Answers 3.0

June 2, 2011

SDL L T h l i S kSDL Language Technologies Speakers:

Jason Chin, Product Management Director

Copyright © 2008-2010 SDL plc. All rights reserved. SDL Confidential

Claude Walton, Product Marketing Director

Your Speakers

Claude WaltonClaude WaltonDirector, Product MarketingSDL Language Technologies

Jason ChinJaso CDirector, Product ManagementSDL Language Technologies

Delivering Multilingual Support Content

I’ll use free translation toolsI ll use free translation tools

I’ll send it out to another company for translationI ll send it out to another company for translation

’ll f ll lI’ll see if I can get my colleague to translate it

I p obabl don’t eall need to t anslate e e thing

I have a translation team I can send this to

I probably don’t really need to translate everything

Changing Consumer Landscape

More Global: Internet growth has exponentially g p ydriven digital content volume across languages

More self-reliant and social: Consumers prefer and expect more online & social interactionsand expect more online & social interactions

Expect more than ever: Get it right or else…“86% of consumers quit doing business with a q g

company due to a bad experience in 2009*”*Consortium for Service Innovation

Customer Experience Risk: “Broken Brand Promise”

New Solutions Needed

Current Limitations: Cost Capacity Publishing Speed

New Requirements:

High speed, high volume and cost effective with “Trusted” actionable quality

Many companies are now turning to real time automated

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

translation to translate and publish in an instant!

Translation Trends in Customer Support

“We translate the most popular 10% of English support t t i t f i l ”content into foreign languages”

“Support Content is exported sent for translation andSupport Content is exported, sent for translation, and imported back in to our CMS”

“Translation of support content takes 1-3 weeks”

“We only offer support in English because translation is prohibitively expensive”

Current Gaps: KB first line of defense

Broken brand promiseCurrent approach:pp

translate % of KB articlesSub optimal approach• Why: limited budget

Result: C t T il t d l iti Customer: Tail aspect: second class citizens Company: manual process, long publishing cycles

New approach with MT Publish all Increase ROI of Investment in CRM systemy Publish in an instant. Integrates it or get pre integrated

“Right” Solution for your BusinessH O l

Marketing TranslationsHuman

InfluencingHighly Nuanced Builds BrandMarketing Material

Advertising

Human Only

Technical TranslationsP di d MT

FactualAccurate

Product Documentation

Legal/HR

MT + Human Review

Post-edited MTImpacts Brand

User Manuals/UI

g /

MT Only

Useful TranslationsTrained MT

Actionable UnderstandableSupports Brand

Knowledge Base/FAQ

Chat

U F /Bl

y

Supports BrandUser Forum/Blogs

Product Alerts

Gisting TranslationsBaseline MT

Understandable gistingSentiment analysisCourtesy serviceConsumer Use

Business Intelligence

“Right” Solution for Support ContentH O l

Marketing TranslationsHuman

InfluencingHighly Nuanced Builds BrandMarketing Material

Advertising

Human Only

Technical TranslationsP di d MT

FactualAccurate

Product Documentation

Legal/HR

MT + Human Review

Post-edited MTImpacts Brand

User Manuals/UI

g /

MT Only

Useful TranslationsTrained MT

Actionable UnderstandableSupports Brand

Knowledge Base/FAQ

Chat

U F /Bl

y

Supports BrandUser Forum/Blogs

Product Alerts

Gisting TranslationsBaseline MT

Understandable gistingSentiment analysisCourtesy serviceConsumer Use

Business Intelligence

Demo: GlobalConnect for RightNow Answers

GlobalConnect™ Benefits

Leverage existing investment in RightNow

Empower content managers to become multilingual content publisherscontent publishers

Enable communication to a global audience in seconds

Benefits Of Automated Translation

For your Organization:

Publish in an Instant: Reduce publishing times for multilingual content (from weeks to seconds)

Publish all your Support Content: Enable Self Help across languages Publish all knowledge base content in multiple languages Deliver content at trusted quality levelsq y

Contain Costs: Reduce translation overhead Automate the translation for support content (50-80% savings)Automate the translation for support content (50 80% savings) Initiate translation from existing publishing workflow

Further leverage and monetize the knowledge base investmentFurther leverage and monetize the knowledge base investment Initial ROI for the KB is multiplied for each additional language deployed.

Benefits Of Automated Translation

For the Content Owner:

Reduce Non Value-add work: Focus on content creationMultilingual Content Owner: Enable monolingual speakers to be a multilingual content publishersIncreased Productivy: Work seamlessly in context in their existing application

Benefits Of Automated Translation

For the Content Owner:

Reduce Non Value-add work: Focus on content creationMultilingual Content Owner: Enable monolingual speakers to be a multilingual content publishersIncreased Productivy: Work seamlessly in context in their existing application

For your Global Customers:

“ Improved Customer satisfaction”p

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

Thank You

For more information or schedule a Follow up meeting:

ContactClaude WaltonDirector of Product Marketing+1-310-437-7300 cwalton@sdl.com

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