SDL (LSE: SDL), the leading provider of Global Information Management solutions, is pleased to announce the availability of SDL GlobalConnect® for RightNow Incidents.  This new integration enables RightNow (NASDAQ: RNOW) customers to leverage new cross language email capabilities within their existing deployment of RightNow CX, the customer experience suite, to accelerate global, multilingual communication with their customers.

Previously, SDL integrated its automated translation with RightNow Answers to bring trusted, one click translation to knowledge base managers.  With SDL GlobalConnect for RightNow Incidents, support agents in contact centers now have on demand, one click translation for customer queries and incidents received by email, web forms and support calls and can respond via email across languages.  

SDL GlobalConnect creates a significant step forward in management of global customer support processes,  for companies with global call centers. The solution instantly enables monolingual support agents to communicate in the language of the customer, improving agent productivity, increasing customer satisfaction through timely relevant mail responses and driving down global support costs. 

“SDL GlobalConnect for RightNow Answers enabled knowledge base managers to publish content across multiple languages in one click. SDL GlobalConnect for RightNow Incidents extends that capability to support agents in customer contact centers to provide seamless email support in the language of the customer, while leveraging their investment in RightNow CX.” said Swamy Viswanathan, Senior Vice President of Products and Marketing for SDL Language Technologies.

“RightNow’s enterprise clients continue to expand their global service environments to deliver relevant information to their customers anytime, anywhere. Through our strategic partnership with SDL, we enable translation within these environments to help clients quickly and effectively respond across languages to provide a seamlessly positive customer experience,” stated David Vap, Chief Solutions Officer at RightNow.

To learn more SDL GlobalConnect, visit: http://www.sdl.com/en/language-technology/products/automated-translation/sdl-globalconnect.asp

Visit the SDL booth at an upcoming RightNow Summit: http://communities.rightnow.com/resources/f8fec00ea0/summary