Remote video interpreting enables a truly global telehealth solution.
Quality healthcare, whether in person or online, is only as good as the communication between the provider and patient. Thankfully, the WebRTC audio and video communication capabilities that power great telehealth solutions can also help breakdown language barriers.
With this in mind, Universal Language embarked on a journey to create a truly inclusive and accessible call center platform that brings skilled language translators into telehealth video or audio calls.
They now offer:
Choosing the right CPaaS for our needs was challenging until we found WebRTC.ventures. They expertly navigated us through various CPaaS options and implemented a critical Real-Time Translation Platform for web and mobile. Their work not only allowed us to build a modern lightweight call center platform, but also prepared our team to successfully manage the platform independently after two years.
The Needs
Universal Language Services was looking to build a comprehensive communication platform to connect patients and medical providers and staff with remote interpreters on the device of their choice, whether that be tablet, desktop, or mobile. The system needed to be optimized to handle up to 8 participants per session.
They also wanted a complex agent routing system to pair the best available translator based on skill, language, and cultural requirements. The queue system needed to handle both outbound and inbound calls and manage translator availability.
A user-friendly interface with support for multiple roles was also paramount. Each type of user required a tailored dashboard, plus audit abilities and usage metrics such as latency, clarity of voice/video calls, and accuracy of translations.
Finally, they needed a robust Infrastructure with a reliable back-end system with initial API, database modeling, and CI/CD (Continuous Integration/Continuous Deployment) processes.
How We Helped
In this multi-stage project, we performed an assessment to choose the optimal tech stack for this start-up, then built a remote video translation call center / telehealth platform with agent routing powered by the Vonage Communication APIs that also integrated with telephony. Finally, we created a mobile companion app.
Live audio/video conferencing
Integration with Telephony
Dial-in and Dial-out functionality
Role-based access control for video calls
Custom-built Interpreters Routing Queue
In-chat forms/questionnaires
Native mobile app
Tech Stack
CPaaS Platforms:
- Vonage Video API for platform-to-platform calls
- Vonage Voice API for phone-to-platform calls
Programming Languages:
- TypeScript for the frontend
- JavaScript for the backend
Libraries and Frameworks:
- React and Next.js for a component-based web application
- React Native for the mobile apps
- Node.js for setting a common JavaScript/TypeScript runtime on both frontend and backend environments
- PubNub for adding notificationsÂ
- BullMQ for implementing an interpreter routing queue on top of Redis
- AWS SDK for interacting with AWS resources
- GraphQL for exposing backend functionalities to the frontend application
- Sequelize for providing an easy-to-use ORM model to interact with the database
Infrastructure:
- AWS Codepipeline for continuous building, testing and deployments.
- AWS S3 for hosting the frontend application.
- AWS Elastic Beanstalk environment running the backend as Docker container.
- Amazon Relational Database Service (AWS RDS) for PostgreSQL instance.
- Redis instance managed by the client.
Let's turn your project into another story of success.
Client:
Universal Language Service
Type of Application:
Call Center with Complex Agent Routing, Remote Real-time Translation for Telehealth, Telephony, Mobile
How We Helped:
In this multi-stage project, we performed an assessment to choose the optimal tech stack for this start-up, then built a remote video translation call center / telehealth platform with agent routing powered by the Vonage Communication APIs that also integrated with telephony. Finally, we created a mobile companion app.Â
Features:
- High-quality, low-latency video and audio conferencing for up to 8 participants
- Language-based translator routing/queue system
- Supporting 200 languages, including sign language.
- Multi-tenancy
- Integration of telephony/audio calling
- In-chat forms/questionnaires
- Multiple dashboards tailored to user type
- Metrics such as minutes used per provider, latency and clarity of voice/video calls, and accuracy of translations
- Mobile companion app
Let’s convert your app into another story of success!