The challenge
Voyce's customers — hospitals, clinics, and enterprises — needed a professional interpreter on the line within seconds, at any hour, in whatever language the next call required.
Meeting that demand took more than recruiting. Real interpreter capacity had to stay in reserve across dozens of languages, each request had to reach a qualified interpreter through the platform, and quality had to hold steady no matter how volume spiked.
The solution
DCLS supplied trained over-the-phone and video remote interpreters into Voyce's on-demand platform, covering Spanish, Portuguese, Arabic, French, a broad range of African and Asian languages, and American Sign Language. Every interpreter was recruited and screened through a three-level vetting process, briefed on medical and customer-service contexts, and held to multi-stage quality standards.
Behind the platform, DCLS managed interpreter capacity against live demand, so connect times stayed short as the program grew, working within Voyce's routing and delivery technology rather than beside it. Quality assurance ran as an ongoing operation — monitored, measured, and fed back into recruiting and training.
The results
- More than 250,000 interpretation calls — over 2 million minutes — answered on the program to date.
- Multi-year, continuous delivery.
- Common and rare languages plus ASL covered, with the staffing depth and capacity management to absorb volume surges without degrading quality.
