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.
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.
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.