HOW TO GET YOUR AGENTS OBSESSED WITH SERVICE (PT. 1) | WEBINAR Q&A

Voiance recently hosted a webinar with author and customer service advocate Jeff Toister. He shared information found in his recent book, The Service Culture Handbook, on how contact cent...

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4 Myths About Your Phone Interpretation Service

When researching a new phone interpretation service to complement your multilingual support program, you might have difficulty distinguishing service providers from one another. Many make ...

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How Phone Interpretation Impacts Average Handle Time

WHEN YOUR AGENTS NEED AN INTERPRETER, HOW LONG DO THEY WAIT BEFORE ONE JOINS THE CALL? 88% of contact center leaders told ICMI that their KPIs improved or stayed constant when they introdu...

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How Phone Interpretation Impacts Contact Center First Call Resolution

WHICH CONTACT CENTER METRICS COULD YOUR CENTER IMPROVE ON? 90% of contact center leaders told ICMI that agent productivity and other metrics improved or maintained when they introduced ph...

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3 Tips for an Effective Telephonic Interpreting Service RFP

WHICH STEPS ARE YOU TAKING TO FIND YOUR NEXT TELEPHONIC INTERPRETING SERVICE? A well-crafted request for proposal (RFP) saves you time and secures the best service to fit your organization...

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8 PATHS TO BETTER PHONE INTERPRETATION (PART 2)

In a recent blog, we outlined several tips to improve your staff’s phone interpretation experience. If your employees are unfamiliar with your multilingual support service, they might he...

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8 Paths to Better Phone Interpretation (PART 1)

HOW DO YOU KNOW IF YOUR STAFF USES YOUR MULTILINGUAL SUPPORT PROGRAM EFFECTIVELY? Effective multilingual support may improve employee loyalty and meet the needs of your limited-English cu...

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Blue Goldfish: Improving Customer Experience by Leveraging Technology, Data and Analytics – Part II

Author and Forbes contributor Stan Phelps recently partnered with Voiance to host The Blue Goldfish webinar. This is the second post in a two part series discussing lessons from that webin...

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Blue Goldfish: Improving Customer Experience by Leveraging Technology, Data and Analytics – Part I

Author and Forbes contributor Stan Phelps recently partnered with Voiance to host The Blue Goldfish webinar. This is the first post in a two part series discussing lessons from that webina...

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The One Need Customers Aren’t Telling You About

Customer service reps are problem solvers. The good ones do it instinctively. A customer contacts them with an issue and the rep quickly jumps into action to fix it. Perhaps they do it too...

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Five Key Principles to Prevent Data Theft

The average US corporate data breach in 2015 cost $6.5 million and put over 28,000 customer records at risk, according to IBM’s 2015 Cost of Data Breach Study. Data breaches can be dange...

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Three Reasons Multilingual Support Can Boost Your Business

Choosing the languages, hiring bilingual agents (along with staff to train and support them), and additional costs – it can all make multilingual support seem daunting. How can you justi...

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Overcoming Language Barriers in Employee Communication

Jeff Toister is President of Toister Performance Solutions, Inc. and the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It...

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Which Country Offers The Best Customer Service?

Jeff Toister is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It. Jeff is a customer service expert with more than 2...

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Voiance Parent Company CyraCom Unveils New Large-Scale Interpreter Contact Center in Tampa, FL

Tampa, FL – CyraCom, Voiance’s parent company and the leading provider of unified Phone and Video language interpretation services, has opened its seventh large-scale interpreter conta...

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Three Quick Tips to Avoid Harmful Misunderstandings: Overcoming the Language Barrier

The contact center agent tried to suppress a laugh. It was difficult. The agent strained to understand the customer’s thick accent and broken English. The customer had just received a mu...

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Lessons from The Loyalty Factor with Dianne Durkin

Recently, Voiance sponsored a webinar with author and consultant Dianne Durkin. Titled The Loyalty Factor, the webinar centered on the idea that employee loyalty leads to customer satisfac...

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Voiance’s Parent Company Named to Inc. 5000 List for Seventh Consecutive Year

For the seventh year in a row, Inc. magazine has named CyraCom, Voiance’s parent company, to its Inc. 5000 list of fastest-growing private companies in the United States. This award mark...

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A Bilingual Brain is an Empathetic One

There are many advantages to having a bilingual brain, and we’ve covered a few of those perks through this blog in the past. Recently, science has discovered one more reason why a bili...

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Voiance’s Parent Company Introduces Unified Video and Telephonic Interpretation Pricing

Voiance’s parent company, CyraCom, has introduced unified per-minute pricing for telephonic and video interpreting, reflecting the increasing popularity of video-based communication. Cli...

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Why Is My Interpreter Talking in the Third Person (and what does it mean)?

One of the very first protocols an interpreter learns is to interpret in the first person, speaking as if they were the LEP (Limited English Proficient) or client. For example, if the LEP ...

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CYRACOM HONORED AS MULTIPLE GOLD STEVIE® AWARD WINNER IN 2015 AMERICAN BUSINESS AWARDS

CyraCom, was presented with two Gold Stevie® Awards in the 13thAnnual American Business Awards in Chicago on June 22. The language interpretation company won gold for two categories: Exec...

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The Why and How of Language Preservation

February 21, 2015 marked the celebration of the 15th annual International Mother Language Day. Established in November of 1999 by the United Nations Educational, Scientific and Cultural Or...

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Deaf Education in America: A History

With March being Deaf history month, it is fascinating to take a look back at the history of Deaf education in the United States. Today, living in a time when American Sign Language, or AS...

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Fires, Floods, and Freezing Temperatures: Voiance’s Disaster Recovery Plan

Most of us are all too aware of the drastic climate changes that have recently affected parts of the US: the devastating wildfires that periodically threaten California, and the near-unpre...

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Voiance Hosts First Annual ASL-VRI Community Forum

November 1, 2014 marked the first ASL-VRI community forum held at Voiance’s Tucson Airport Center. It was a wonderful event that gave the Deaf and Hard of Hearing community in Tucson the...

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Vocabulary of Native and Non-native Speakers: the Lifelong Pursuit of Language Learning

How many words would you say you knew? 10,000? 30,000? All 45,000 words of the English language? How many more would you say you knew than a non-native speaker who has studied English for ...

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10 Reasons Why You Should Be Using OPI at your Facility, According to Research: Part 3

Over-the-Phone Interpretation. Obviously there are benefits, but what benefits are there exactly? And how could it most benefit your facility’s providers and patients? Here is the third ...

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10 Reasons Why You Should Be Using OPI at your Facility, According to Research: Part 2

“Communication is critical to providing effective care to patients.” Makes perfect sense, right? But of all the methods available to provide language services, what’s the benefit to...

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10 Reasons Why You Should Be Using OPI at your Facility, According to Research: Part 1

Is Over-the-Phone Interpretation (OPI) really effective for your language services program? Don’t you wish you had some solid research and data to determine if it would benefit you and...

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Embracing a New Dialect – Part 2: English

What do you mean I shouldn’t start a sentence with “because?” We all remember  grammar classes:  a lot of our commonly used phrases that we spoke out loud were actually “incorrec...

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Embracing a New Dialect – Part 1

September 15, 2014 The identity of a culture is often linked with its language, but what happens when that language changes? This blog is the first in a series on the evolution of differe...

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Golden Goldfish: 9 Keys to Driving Loyalty and Referrals- A Voiance Webinar with Stan Phelps

Voiance recently sponsored a webinar with author Stan Phelps focusing on his latest and final book in his Goldfish Trilogy, What’s your Golden Goldfish? Golden Goldfish focuses on the li...

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Will the World Eventually Only Have One Language?

As more and more languages become extinct every year – an estimated 20 languages per year – the question of a universal language becomes inevitable. Will the world someday – sooner r...

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Top 8 Tips for Working Effectively with Interpreters: Part 2

This is the second part of our blog top about how to work effectively with interpreters. To read the first 4 tips, go here. As we discussed in the last post, while Voiance interpreters ar...

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What Makes a Great Interpreter Part 2

In my last entry, we discussed how becoming an interpreter requires much more than simply fluency in a second language: as a highly specialized profession, it requires training and practic...

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Top 8 Tips for Working Effectively with Interpreters: Part 1

“Oh no, I’m going to have to use an interpreter with this customer? This is going to be a nightmare…” Have you ever found yourself thinking this? I’ll admit, using an interpreter...

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What is the Most Popular Language in your State?

T h e United States has never declared an official language, but English is the most common language spoken and is the official language of most states. In fact, it is the official languag...

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Interpretation in over 200 Languages: is that even enough?

At Voiance, one of our major claims is that we provide Phone Interpretation services in over 200 languages. At first glance, 200 languages may seem like a lot of languages, but how does th...

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Increasing Call Center Agent Productivity with Language Interpretation Services

You feel comfortable when you’re confident. Speaking another language is no exception. How are call center agents gaining confidence with foreign languages? The International Customer...

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Language Proficiency: How much is enough?

One of my interpreter friends shared that she sometimes interprets for German speakers who are nearly fluent in English, but requests an interpreter when they deal with their insurance com...

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Language Barriers in Health Care

With just under 62 million people of the United States population having limited English Proficiency, how are health care providers breaking down the language barrier? Overview As of 2012,...

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Delivering Effective Social Customer Service: Webinar with Martin Hill Wilson

Having trouble effectively running a social customer service program? Voiance recently hosted a webinar with consultant, keynote speaker, blogger and author, Martin Hill-Wilson as he discu...

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Voiance Recognized as a Finalist for ICMI 2014 Global Contact Center Awards

The International Customer Management Institute (ICMI) announced Voiance Language Services as a finalist for its 2014 Global Contact Center Awards in the Best Use of an Emerging Channel ca...

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Is that a Dialect or Language?

At Voiance, one of our major claims is that we provide Phone Interpretation services in over 200 languages. However, if you were to look closely at our list of languages, you might see tha...

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Internal Bilingual Employees and Outsourced Interpreters

The International Customer Management Institute (ICMI) recently surveyed contact centers on “The impact of Multilanguage Support on Customer Experience.” Contact centers sometimes beli...

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Voiance’s parent company, CyraCom to Create Over 425 Full-Time Jobs in Houston, Texas

CyraCom, the Tucson-based interpreter and translation services provider, announced that it will be expanding into Houston, Texas and opening a new 62,000 sq. foot contact center. The compa...

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Lost in Translation: the importance of accurate translation for every business

Accurate translation is necessary for seamless business functions. One of the most common mistakes a business can make is to treat language translation of materials as an afterthought. “...

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Voiance Underwrites Groundbreaking Research on Multilanguage Support in Call Centers through the International Customer Management Institute (ICMI)

Voiance, a leading language services company, has underwritten major research on call centers’ use of various forms of multilanguage support and its impact on customer experience. Design...

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Interpretation or Translation?

The words “interpretation” and “translation” as they are used casually in the English language have completely different definitions in the language services industry. For example,...

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Five of the Top Ten Ways to Create Loyal Customers (Part One)

What makes the difference between satisfied customers and loyal customers?
Customer service speaker and bestselling business author Shep Hykenanswered this question and more in a rec...

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Immigrant Population Shifts Outside Traditional Areas

When you think about where immigrant populations usually live, which states do you think of? California, New York, or Texas? While that may have been true in the past, over the past decade...

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Voiance APCO 2013

Voiance, a leading provider of 911 language interpretation services, recently showed support for the public safety industry by exhibiting at the Association of Public Safety Officials (APC...

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More Immigrants = Better Economy

Increased immigration indicates a positive economic trend. But Why? Demographer William Frey from the Brookings Institution, who studies the trends in the Census Bureau’s American Commun...

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Voiance’s Parent Company CyraCom Recognized as a Top 50 Privately Held Company in Arizona

CyraCom was recognized as one of the top 50 privately held companies in Arizona by the Phoenix Business Journal as part of the Arizona Corporate Excellence (ACE) Awards.
The ACE Awar...

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Driving Employee Engagement: Webinar with Stan Phelps

Voiance recently sponsored a webinar with the author of What’s your Green Goldfish?, Stan Phelps. Stan gave several examples of “little extras” that employers can do to engage employ...

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Languages and the Need for Speed

Sometimes when using an interpreter, the speed and length of the interpretation may seem to vary wildly from what you said or heard. For example, you say a sentence consisting of twenty sy...

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Tips for Interacting with Non-English Speakers

Currently, one out of every eight Americans is foreign-born and 9% of the population is Limited English Proficient (LEP). Inevitably, you and your staff members will interact with Limited ...

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Voiance Exhibits at APCO 2013

Voiance, a leading provider of 911 language interpretation services, recently showed support for the public safety industry by exhibiting at the Association of Public Safety Officials (APC...

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Webinar with Steve Curtin: Delight Your Customers

In July, we sponsored the webinar, “Delight your Customers: 7 Simple Ways to Raise your Customer Service from Ordinary to Extraordinary,” with author and consultant, Steve Curtin, bas...

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Voiance Educates Emergency Response Agencies

Voiance Language Services educated leaders in disaster and emergency response agencies at the local, state, and federal levels during the conference from January 8th-10th. Voiance Language...

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Voiance Returns to National NENA Conference

Voiance exhibited at NENA’s 2013 Conference and Expo from June 15-20 in Charlotte, NC. NENA, the National Emergency Number Association, serves its members and the greater public safety c...

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What Makes a Great Interpreter Part 1

As a nation proudly made up of immigrants, the United States has numerous bilingual people. According to the US Census Bureau, there are nearly 31 million people in the United States who s...

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Who Are Limited English Speakers? An Overview of Limited English Proficient People in the United States.

1.8 million immigrants come to the United States each year and of these immigrants, 51% are Limited English Proficient. In this blog post, we combined the most relevant statistics from The...

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CyraCom International, Inc. Named as Finalist in 2013 American Business Awards℠

11th annual Stevie® Awards will be presented on June 17 in Chicago and September 16 in San Francisco CyraCom International, Inc. was named a Finalist today in the Company of the Year cate...

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Get to know “People Not Like You”

In February, we sponsored the webinar, “Crafting the Customer Experience for People Not Like You,” with multicultural marketing expert Kelly McDonald, based on her book of the same tit...

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Get to know “People Not Like You.”

In February, we sponsored the webinar, “Crafting the Customer Experience for People Not Like You,” with multicultural marketing expert Kelly McDonald, based on her book of the same tit...

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There is More to Bullying: Essential Elements of a Bullying Glossary

If you work in the educational setting, whether as an interpreter, an educator, or an administrator, you need be thinking about expanding reference material on the subject of bullying. Her...

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US Hispanics: The Social Media Leaders

The US Hispanic population is more active on social media than the average US internet user. A Pew Research study showed that 72% of Hispanics claimed to be active social media users. The ...

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Voiance Named as Call Center Award Semi-Finalist

The International Customer Management Institute (ICMI) named Voiance as a semi-finalist for its 2013 Global Call Center Awards (GCCA). Voiance qualified in the ‘Best Large Call Center’...

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LEPs Moving to the Suburbs

Each year, a rising number of Limited English Proficient immigrants relocate to the suburbs. Are suburban schools ready for them and their children? The NY Times noted that since 2000, in ...

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Seven Sectors that will Benefit Most from the Rapidly Growing US Hispanic Population

If the US Hispanic market were its own country, its buying power would make it one of the
world’s top 20 economies. In fact, the US Hispanic market is projected to account for $1.5...

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A Different Country: The US in 2050

America is becoming more diverse. This past May, the Census Bureau revealed that “for the first time, whites represented a minority –49.6 percent– of all U.S. births” (1). Many min...

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California: The Changing Multilingual Market

WILL YOU RECOGNIZE CALIFORNIA IN 30 YEARS? Language usage trends reveal the shifting demographics and emerging prominence of minority groups in the United States.  As the most populous US...

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Phone Interpretation Used Heavily During Hurricane Sandy

Two weeks ago, Hurricane Sandy made landfall. The storm subjected millions in the Northeastern United States to flooding, power outages, flight cancellations and public transportation shut...

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Education: Communicating Across Language and Culture

With Voiance’s contract award from the United States Department of Education earlier in 2012, I have prepared special resources for educators. In the video below, I discuss some best pra...

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Voiance Launches New Video Remote Interpretation Service

Voiance Language Services, LLC released its new on-demand Video Remote Interpretation (VRI) service for spoken languages and American Sign Languages (ASL). VRI helps overcome language barr...

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How PSAPs can Reduce and Improve Non-English Calls

Operating Public Safety Answering Points (PSAPs) in communities with large populations of immigrants and other non-English speakers presents challenges. PSAPs can work with local agencies ...

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CyraCom’s Healthcare Language Services User Summit Returns

Hospital language service leaders and healthcare experts will once again converge at the Healthcare Language Services User Summit hosted by Voiance’s parent company CyraCom, taking place...

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Voiance secures renewal of its ISO 9001:2008 Certification

CyraCom International Inc., and subsidiary Voiance Language Services, LLC, successfully renewed their ISO 9001:2008 certifications. The language companies provide innovative language solut...

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6 Ways to Build an Effective Language Access Policy and Implementation Plan

As government assisted plans reassess efficacy, efforts to “effectively communicate with members of the public depend on the widespread and nondiscriminatory availability of accurate, ti...

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Asians Overtake Latinos in Immigration to the U.S.

Asians have outpaced Latinos in immigration to the US over the past two years, according to a recent Pew Research Center study. Noticeable trends include: In 2010, 36% of all immigrants t...

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Preparing for Mission Success: Voiance’s Parent Company CyraCom International Works with US Army 09L Interpreters

“Soldier, what does this document say?” I asked, handing an Al Qaida Martyrdom Pledge to the 09L Combat Linguist in front of me. He had just finished running a good distance and was br...

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Required by Law: What PSAPs Should Know about Serving non-English Speakers and Title VI

Title VI of the Civil Rights Act of 1964 states that any program within the United States receiving federal funding must provide services to non-English speakers in their primary language....

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Voiance to attend Annual Call Center Exhibition

Voiance Language Services, a 24/7 phone interpretation provider operating US-based contact centers, announced that it will exhibit at the 2012 Annual Call Center Exhibition (ACCE), a confe...

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3 Ways Insurance Companies can Attract and Retain Multilingual Customers

With minority buying power being in the trillions, most companies are looking into how gain the valuable business of these customers. Here are a few ways insurance companies can attract a...

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Language Assistance Poised to be Big Part of Customer Service in 2012

Language assistance is poised to play a big role for many businesses’ customer service-focused strategies in 2012. “In 2012, smart, forward-looking companies will be viewing customer s...

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Spending More on Latino Advertising Increases Revenue Growth

The Latino market currently has over 1 trillion dollars in purchasing power. And some industries, more than others, are investing in Latinos and experiencing returns. A recent report from ...

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Voiance Chosen as U.S. Department of Education Telephonic Interpretation Provider

Voiance Language Services, LLC today announced that it has been named as the Telephonic Interpretation provider for Department of Education offices. The Department of Education will now ha...

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VOIANCE CHOSEN AS U.S. DEPARTMENT OF EDUCATION TELEPHONIC INTERPRETATION PROVIDER

Voiance Language Services, LLC today announced that it has been named as the Telephonic Interpretation provider for Department of Education offices. The Department of Education will now ha...

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Despite Economic Downturn, Latinos Stay Optimistic

US Latinos have been hit particularly hard by the US economic downturn, but remain optimistic. According to a January Pew Hispanic Research report, despite believing the economy has hurt t...

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“92% of US population growth from Minorities”: What the Census told us in 2011

In the 2000s, 92% of US population growth came from minority groups – mostly Hispanics and Asians (figure below). These, and other surprising statistics, were what the census revealed ab...

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Interpretation and Translation: What’s the Difference?

Everyone knows what language translation is; however, fewer know what language interpretation is. The difference? Interpretation = oral communication Translation = written communication ...

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Contact Center Best Practices: Effective Team Sizes

How do you make your contact center run like clockwork? You can start by evaluating your supervisor team sizes. In my experience, smaller team sizes ensure “sups” can teach, coach and ...

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Voiance Supports Utility Organizations at EMACS

Voiance Language Services, a 24/7 phone interpretation provider operating US-based contact centers, returns to EMACS this year in support of the utility industry. The conference takes plac...

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“Could you repeat that?”

Ask your representatives if they have to repeat themselves. With a growing percentage of the population growing to be over 65, chances are they will probably do it more and more, unless yo...

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Visit Us through Video

I’m really excited with what we’ve been able to accomplish through video. You can now see an overview of how we provide phone interpretation at Voiance, including footage of one of our...

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Born in the USA: Customer Satisfaction and US-based Contact Centers

Remember calling a US-based company only to be connected to an operator someplace else in the world named Peggy? I do. According to Claes Fornell International’s Contact Center Satisfa...

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Successfully Interact with your LEP Client Base: Develop a Language Plan

With the US becoming more linguistically diversified, businesses must find new ways to interact with the market segments LEP individuals represent. My advice? Develop a language program. ...

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Call, Contact or Engagement Center?

There are a number of industry terms thrown around these days to talk about what we all generally refer to as call centers. Some of us may even interchange call center and contact center i...

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Best-Selling Author to Present with Voiance Language Services

Author of The Amazement Revolution to present on customer experience strategies, moderated by Voiance Language Services. Tucson, AZ, September 13, 2011 – Voiance Language Services, a pro...

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The Times they are a Changin’- Starbucks and the Changing World of Communication

For my first blog post I figured I’d tell you about something I found interesting: Starbucks recently changed its logo to be more globally communicative. The change was simple: they remo...

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Voiance Launches Innovative New Account Management Portal

VOIANCE LANGUAGE SERVICES, LLC ANNOUNCED THE LAUNCH OF ITS NEW ACCOUNT MANAGEMENT PORTAL TODAY, WHICH FEATURES AN INTERACTIVE REPORTING TOOL POWERED BY MICROSOFT® SILVERLIGHT. With a clic...

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ICMI Awards Aetna, Inc. Best Multilingual Support Center at the Global Contact Center Awards

The International Customer Management Institute (ICMI) held its annual Global Contact Center Awards in Orlando, Florida, May 5, 2015, where it awarded Aetna, Inc. as the Best Multilingual ...

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Voiance Returns to American Teleservices Association Convention

Voiance Language Services, one of the leading providers of Over-the-Phone Interpretation (OPI) in the United States, announced that it will exhibit at the 2011 American Teleservices Associ...

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Voiance Language Services to Exhibit at Utility Customer Experience Conference

ucson, AZ – October 18, 2010 Voiance Language Services, one of the leading providers of Over-the-Phone Interpretation (OPI) in the United States, announced that it will exhibit at EMACS,...

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Voiance Begins Servicing Government Markets

Voiance Language Services now services government organizations at the county, state and federal level, including emergency response services. The news comes as a result of Voiance and sis...

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Voiance Language Services Awarded Contract with Fortune 150 Utility Company

Voiance Language Services, one of the leading providers of language services to companies operating customer contact centers, announces that it was selected by a multi-regional Fortune 150...

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Voiance Announces Webinar Focused on Achieving Excellence in Customer Satisfaction

Customer experience expert Jeanne Bliss to share insights on how to help companies become “beloved” Tucson, AZ – August 3, 2010 Voiance Language Services, one of the leading provider...

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Voiance Announces Renewal of ISO 9001:2008 Certification

Voiance demonstrates ongoing commitment to
excellence in the delivery of Over-the-Phone Interpretation Tucson, AZ – 6/28/2010 Voiance Language Services has announced the successful...

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Voiance shares insights into managing multilingual contact centers

Voiance Language Services, one of the leading providers Over-the-Phone Interpretation (OPI) in the United States, announces a webinar presentation in which it will share insights into the ...

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Voiance announces study into handling of non-English calls across US customer contact

Voiance Language Services, one of the leading Over-the-Phone Interpretation companies in the United States, announces the sponsorship of a study conducted by researchers at the Center for ...

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CyraCom International, parent company of Voiance Language Services LLC, acquires Language Learning Enterprises (LLE)

CyraCom International has signed a definitive agreement under which it has acquired Language Learning Enterprises, Inc. (LLE®), headquartered in Washington, DC. Voiance Language Services ...

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Voiance awarded ISO 9001:2008 Certification

Voiance, the Tucson based language services company, has successfully completed the audit process and has received ISO 9001:2008 Certification, the first over-the-phone interpretation comp...

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Voiance Languages Services Signs Agreement with Fortune 100 Insurance Provider

Voiance Languages Services LLC., a sister company of CyraCom International, and a leading provider of multi-cultural language services, today announced it has signed a multi-year agreement...

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New Case Study: Highly Effective Multilingual Suppport for a Fortune 100 Health Insurer  Download Case Study