HD videoconferencing for translating service

ONCALL Interpreters and Translators Agency (ONCALL) provides high-quality conference interpreting and translating services worldwide.

The company has successfully delivered on-site and face-to-face interpreting services alongside telephone interpreting and translation and multilingual desktop publishing services for over 25 years.

ONCALL decided that a new method of delivery was required to provide its customers with qualified interpreters regardless of time or location, and looked to HD videoconferencing to provide auditory and visual communication as an alternative to on-site interpreting.

“We have significant contracts in a diverse range of urban and rural locations. It is impossible to have National Accreditation Authority for Translators and Interpreters accredited staff speaking every language, in every location,” says Ari Pappas, Corporate Manager, ONCALL.

“We needed a solution which would enable our interpreters to have face-to-face communication with our clients, despite a potential distance of thousands of kilometres separating them,” Pappas adds.

International economic pressures meant that ONCALL also needed to revaluate its spending. Rising travel costs were a major challenge, not just for the ONCALL business, but for its clients too.

ONCALL reviewed a number of HD videocommunications solutions, ultimately settling on a solution from LifeSize. ONCALL implemented the vendor’s Express and Networker products in both its Sydney and Melbourne offices, with the help of Black Box Network Services.

“Interpreters are now able to engage in more face-to-face interpreting via HD videoconferencing, thus increasing their revenue,” Pappas says.

He added that the simplicity of the system encouraged users across the board to utilise the videoconferencing solution, “from the booking officers who organise assignments for the interpreters, to the clients who simply dial in with little or no instruction from us”.

While the key drivers for a videoconferencing solution were to reduce travel costs and broaden the locations of easily accessible interpreting services, the company gained the added benefit of improved communication with current clients, particularly those with special requirements.

“Not only do we need to provide interpreting services for spoken languages, but also for AUSLAN, which is sign language for the deaf. The deaf community requires services on a regular basis and obviously face-to-face interaction is necessary in order to communicate,” Pappas says.

A return on investment was realised in the first year of using the system.

“In 12 months, the system paid for itself and our travel costs were drastically reduced from the previous year,” said Ari Pappas.

ONCALL realised it was able to communicate more flexibly between offices and suppliers by connecting more frequently, spontaneously and involving more people.

“Plus, our interpreters are much happier as their time is not wasted sitting in traffic, and their earning capacity is increased,” said Ari Pappas.