Our part-time IT director was brought in to help this translation company by implementing a new technical architecture for its telecoms product.

Company Profile

With over a decade of experience in offering translation services across various industries, this business was established in 2017. Their primary aim was to address the unique challenges faced by the assistance industry.

CEO’s Mission

The CEO envisioned a transformation in the way the company leveraged telecoms. The goal was to swiftly connect clients and patients with the most suitable translator. This transformation was not just about speed but also about ensuring a seamless telecom integration for translators. It was vital to maintain a comprehensive management overview of cases, given their dynamic nature.

What the IT Director Did

Technical Analysis and Strategy

To enhance its linguistic services, the company previously relied on traditional technology for phone calls. These calls, while functional, demanded extensive organisation and oversight. They also presented challenges in terms of visibility, call control, and cost management. Recognising these challenges, the business was determined to craft a top-tier solution that would elevate both 1-1 and group interactions between clients and linguists.

The IT Director embarked on a mission to create a comprehensive requirements specification for the project. This included detailing use cases for the system. Following this, a deep dive into the technical architecture suitable for the company’s needs was undertaken.

Product Development and Implementation

Exploring the market, the Director assessed various products to determine which would best meet the company’s demands. The focus was on modern telecom solutions for translators. A prototype was then developed, showcasing the potential of contemporary cloud-based video solutions. The Director presented cost estimates based on anticipated call volumes and also weighed the feasibility of an audio-only alternative. However, the client was thoroughly convinced by the video-centric approach, recognizing its potential to redefine their customer experience and give them a competitive edge.

To ensure a smooth transition, the Director crafted a detailed telecoms system implementation guide. This guide, combined with a robust technical architecture document, was designed to assist the existing software provider and CTO. Given that both had limited prior experience in telecoms, this roadmap was crucial to facilitate an easy and effective implementation of the new system.

The Results

The associate had 3 deliverables on this project: full requirements document, a prototype, and a technical architecture document. All three were delivered on time and within budget.  The external development company are now in the process of building this product.