Things happen. Service failures, natural disasters, or a vendor’s poor interpreter scheduling or volume surge planning can prevent your staff from connecting with an interpreter when they need one.
Taking too long to connect to a phone or video interpreter can negatively impact:
Patient experience or customer experience: Long wait times, particularly with no explanation for the delay and no idea how long the wait will be, may reduce patient or customer experience.
Staff adoption of language services: People tend to abandon “solutions” that are complicated, take too long, or don’t work well.
Compliance with ADA, Section 1557, and Joint Commission Standards: Compliance requires remote interpretation solutions to be readily accessible.
Don’t leave essential patient and customer communication up to chance. Even if you like your current vendor, we encourage you to add CyraCom as your backup interpretation vendor.
CyraCom: A reliable vendor with established infrastructure for business continuity
Threat: Regional disaster
CyraCom’s eight interpreter contact centers are geographically diverse, and our system can handle several times its regular volume. A disruption in one data center automatically directs incoming calls to the remaining active centers. Our services have successfully withstood disasters and other disruptions because of our ability to reroute calls. For example, when Hurricane Milton hit Tampa in 2024, we kept our Tampa employees safe while also maintaining service levels by adjusting interpreter schedules and shifting calls to our other centers.
Threat: Service disruption or blackout
CyraCom employs redundant hardware, geographically disparate employees, and automated call distribution to route calls across a wide network for threats that may result in a workforce shortage or service disruptions. For example, while many other LSP vendors lost service in 2024 during the CrowdStrike outage, our services remained unaffected. We also have backup vendors of our own for our telephony networks. Should a major telephonic network such as Verizon have an outage, we have alternative networks to reroute our 800 number to ensure service continuity.
Threat: Volume surges
Your vendor may have trouble ramping up to meet your volume needs if they rely on an existing pool of independent contractor interpreters. It is also unlawful for a vendor to schedule independent contractor interpreters, which may result in a long wait time for your patients and staff.
CyraCom is ready to take your call as a backup vendor. Because of our employee interpreter model, we can schedule our interpreters for high-volume times, overnight, weekends, holidays, and whenever else you need to access our services. Our 24/7 Workforce Management team monitors wait times in real time and can plan, adjust, and ensure coverage with our employee interpreter model.
Threat: Fewer interpreters for languages of lesser diffusion
With a backup provider, you double your chances to connect quickly with an interpreter of less-frequently requested languages. For example, your primary vendor may have two contracted Afrikaans interpreters, while your backup vendor has three—easily doubling your interpreter pool and chances of connecting fast.
Improve patient or customer experience and lower staff frustration by giving them the option to pivot to CyraCom if your primary provider has a long wait time for a less commonly requested language.
Why choose CyraCom as your backup provider
Unified pricing
Healthcare providers shouldn’t have to choose between saving money and delivering the best care possible. CyraCom offers video, telehealth, and phone spoken language interpreters at the same price per minute, so you can choose the modality that best fits your patients’ needs.
Interpreter training with a medical focus
Our employee interpreters complete extensive training and testing, delivered live via trained and experienced trainers and coaches. Interpreter training does not end once they begin taking calls, either—it continues throughout their employment with us. Our learning and development team constantly reviews protocols, researches helpful content, and creates training resources to ensure our interpreters have the most up-to-date information.
Easy to switch for seamless staff adoption
If you become dissatisfied with your current language service provider for any reason, your organization will already have CyraCom implemented at your facilities for an easy switch. Whether we’re your primary or backup provider, you receive dedicated implementation support and an account manager to help ensure your staff is properly trained to use our services.
CyraCom’s Implementation Specialists take on the bulk of the responsibilities so you don’t have to, such as:
- Scheduling remote or on-site onboarding
- Consulting with your IT department
- Providing training and demo sessions for your staff
Ready to Get Started?
Contact CyraCom’s language access experts to get started: Cyracom.com/contact-us
