CyraCom

In today's increasingly globalized landscape, effective communication across language barriers is crucial for organizations operating in diverse environments. CyraCom, founded in 1995, has emerged as a leading provider of language services solutions, transforming how businesses and institutions communicate with multilingual populations. This guide explores the company's evolution, from its breakthrough dual-handset technology to its comprehensive suite of over-the-phone and video interpretation services. We'll examine CyraCom's service offerings, quality standards, and commitment to diversity, highlighting how their innovative approach has positioned them at the forefront of the language services industry. Through analysis of their technical capabilities and operational practices, this guide provides valuable insights for organizations seeking to improve their multilingual communication strategies.

Company History and Expansion

CyraCom's history stretches back to 1995 when Mark Myers and Kevin Carey founded the company. Their original innovation came just two years later with the industry-transforming dual-handset telephone technology, earning them their trademark "Blue Phone" for contact center operations. This foundational technology enabled three-way calls between patients, providers, and interpreters without the need for handsets to be passed back and forth.

The company experienced significant growth in the early 2000s, expanding from their initial service offering to include translation and localization in 2001. By 2004, CyraCom had proven itself among the fastest-growing private companies in America by making its debut on Inc. 5000 list. Over the next two decades, the company strategically expanded its footprint across the United States and beyond, establishing operations in Texas, Arizona, New York, Florida, Costa Rica, and Mexico.

Through strategic acquisitions and service enhancements, CyraCom has maintained its position as a leader in language services. In 2009, they bolstered their offering by acquiring Language Learning Enterprises (LLE), while subsequent years saw major technological expansions including video interpretation services in 2012 and telehealth capabilities in 2020. These developments reflect their commitment to meeting the evolving needs of their diverse clientele across healthcare, government, finance, and public safety sectors.

Language Services Offerings

CyraCom's language services portfolio spans multiple modalities to meet diverse client needs. Their core offerings include over-the-phone interpretation in 250+ languages and video interpretation for 35+ languages, including American Sign Language (ASL). The company's unified pricing structure applies the same per-minute rate across all services, with competitive rates that include Translation Memory savings.

The services operate globally, with reliable emergency rerouting capabilities such as hurricane rescheduling. For instance, during severe weather events, CyraCom can dynamically reallocate call volumes to unaffected centers, ensuring continuous service while minimizing downtime.

Customer support operates 24/7/365 through multiple channels, with dedicated team roles including Account Managers, Client Services Representatives (CSRs), Project Managers, and Implementation Specialists. This structure ensures comprehensive service across setup, technical support, document translation, and interpreter scheduling. The company's transparent billing operates on a straightforward per-minute pricing model with no hidden fees or long-term contracts, allowing clients to scale usage as needed without additional costs.

Training and Quality Standards

CyraCom's interpreter training program exceeds industry standards through its comprehensive curriculum and dedicated training teams. The program, accredited under ISO 9001:2015, delivers 50% more hands-on instruction and direct feedback than typical industry standards. It covers essential healthcare domains including pediatrics, emergency medicine, trauma, outpatient clinics, and medical specialties, while also preparing interpreters for insurance processes, utility interactions, and financial services.

The training spans 80 hours, focusing on professional interpreting competencies, best practices, and ethics aligned with ISO 13611:2014 community interpreting guidelines. A key aspect is the hands-on approach with activities, practice exercises, and breakout sessions that increase in complexity. Trainers, who have served an average of 13 years in this role, work closely with bilingual employees throughout the program.

CyraCom maintains rigorous quality standards through frequent monitoring, on-the-spot follow-up, coaching, and monthly education modules. In the unlikely event an interpreter fails to meet quality expectations, the company implements corrective measures including targeted coaching and additional training. The company's commitment to ongoing development includes mystery shopper calls and verbatim disclosure training specifically for medical scenarios.

The company's quality management system, certified under ISO 9001:2015, requires an in-depth process to meet universal quality, safety, and efficiency standards. Additionally, CyraCom's information security management system holds the distinction of being the first US-based language services provider to achieve ISO 27001:2013 certification, highlighting their comprehensive approach to maintaining both operational and data security.

Company Values and Diversity

CyraCom's employee demographics and hiring process reflect a commitment to diversity and inclusion. Founded over 30 years ago, the company currently employs 2,000+ people across 10 locations, with 88% of the workforce representing US minority populations. Management roles mirror this diversity, with 76% of managers identifying as minority, and 57% of female managers also identifying as minority.

Hiring and development follow rigorous standards. All interpreter candidates must demonstrate bilingualism, hold a high school diploma or equivalent, and successfully complete a three-part language assessment – a process that selects only about one out of ten applicants. The company's training standards exceed industry norms, delivering 50% more hands-on instruction than typical programs and aligning with ISO 13611:2014 community interpreting guidelines.

CyraCom's comprehensive employee benefits package supports diverse lifestyles, including options for medical insurance, paid time off, and various additional coverage. The company also provides extensive career advancement opportunities, with many senior leadership positions filled by internal promotions. Current employees have progressed through diverse roles including Spanish interpreters moving to management positions, operations staff transitioning to talent acquisition, and customer service employees becoming account managers.

The company's dedication to inclusivity extends through multiple initiatives. They offer robust legal support services, including pre-paid legal services and specialized training, and actively encourage a welcoming environment for LGBTQ+ employees. Regular training and diversity events support ongoing personal and professional growth, creating a supportive workplace where employees are encouraged to develop their unique potential.

Customer Support and Resources

CyraCom's support structure consists of three key roles: Account Managers, Client Services Representatives (CSRs), and Implementation Specialists. Together, these teams provide 24/7/365 assistance and comprehensive support for language access programs.

Account Managers develop close relationships with clients, listening to feedback and offering tailored solutions to enhance language service programs. With 11 years of service, their experience includes working with Public Safety Answering Points (PSAPs) and 9-1-1 communication centers.

Client Services Representatives serve as the primary point of contact for over 3,600 clients, handling technical support, feedback, and general queries through CyraCom's award-winning customer service department. Staffed with professionals who have mastered the platform, the CSRs ensure efficient service delivery.

Implementation Specialists manage the technical aspects of language access programs, providing comprehensive support for remote or on-site onboarding, IT consultations, and staff training sessions. Their 18 years of service enables them to effectively address the diverse needs of CyraCom's broad client base.

In addition to these specialized roles, CyraCom offers an extensive array of resources to support clients' language access needs. The company's translation process, which maintains one of the industry's most competitive per-word rates, operates through a three-step framework: project management, quality control, and file storage in Translation Memory databases.

The company's translation management system allows most project estimates within one business day, even accommodating rush or time-sensitive requests. The human translation process follows an ISO-accredited quality assurance protocol, with materials translated by experienced subject matter experts and reviewed through multiple quality checkpoints.