2. 2
U.S. Hispanic
market buying
power $1.6T
in 20182
85% decide to purchase
when the information is in
their language 5
Global spending
power of $40T2
More than 85% of
the world’s online
population has made
a purchase.3
Populations that speak languages other than English
prefer to do business in the language they understand.
Grow Revenue / Increase Productivity / Enhance Image / Boost Customer Satisfaction / Comply with Regulations
1
U.S. Census 2013
2
The Multicultural Economy 2013 The University of Georgia, Terry College of Business, Selig Center for Economic Growth
3
Nielsen Global Online Survey
4
Mediacom 2015
5
2014 Common Sense Advisory Report “Can’t Read, Won’t Buy”
80% desire
customer care
in their own
language5
74% say that they’re more
likely to purchase the same
brand again if the after-sales
care is in their language.5
Speaking the language of your customer
makes a world of difference.
Increase revenue and reach more buyers
Provide outstanding customer service
Comply with ADA Standards and other language access requirements
Seize Global Online Opportunities
Reach the growing U.S. non-English speaking population
U.S. Asian
market buying
power $962B
in 20182
61.7M in 2013
grown 3x in U.S.
since 19801
Provide meaningful access in the spoken
and written word in more than 200
languages and American Sign Language
to serve all your customers
80% prefer
mother tongue
website purchases5
72% will only buy
products sold in their
preferred language5
2015 online
spending power
is $1.5T4
1 in 5 speaks a
language other than
English at home 1
3. 3
The industry’s most dependable provider
Quality Linguists
„„ Only 1 in 10 applicants hired
„„ Ongoing training and support
„„ Quality Assurance and monitoring
„„ Average annual investment in our linguists exceeds many of
our competitors annual earnings
Systems Safety and Security
„„ Complete 100+ security and business continuity client audits
annually in Finance, Insurance, Biotech, Healthcare, Utilities,
and Government sectors
„„ True global comprehensive Insurance and Liability Policy
Financial Stability
„„ 5x revenue of our nearest competitor
„„ Revenues exceed the next 13 competitors combined
Innovation
„„ Single largest technology investment in the history
of the language industry to support client needs
„„ Faster, clearer connections to interpreters
„„ New cutting edge solutions
10 of the top 10 9 of the top 10
Medical Facilities Insurance Companies
7 out of the top 1000s of
10 Commerical Banks Government Agencies
The Proven
Partner
The trusted
Partner
25k 96%
Clients Client Retention
Experienced
The Premier Partner
SECURE
4. Written
LanguageLine®
TranslationSM
„„ Signage/Brochures/Manuals/Forms
„„ Vital Documents/Contracts
„„ Technical Publications
„„ Marketing Materials
LanguageLine®
LocalizationSM
„„ Websites and Online Applications
„„ Multimedia
„„ Training Materials/eLearning
„„ Software
Bilingual TESTING AND TRAINING
LanguageLine Academy®
TESTING
„„ Language Proficiency Testing
—— Employment Candidates
—— Front Line Staff
—— Call Agents
„„ Interpreter Skills Testing
—— In-house Interpreters
TRAINING
„„ Interpreter Skill Training
„„ Medical and Court Courses
Spoken and SIGNed
LanguageLine®
Over-the-PhoneSM
Interpreting
„„ On-demand access in 200+ Languages 24/7/365
„„ Standard situations, lasting 15 minutes or less
„„ Direct ResponseSM
fields inbound calls, in-language
LanguageUC®
Video Remote Interpreting
„„ On demand access 13+ Languages and American
Sign Language
„„ Audio access in 200+ Languages 24/7/365
„„ Challenging situations benefitting from visual cues and
facial expressions
„„ Encounters lasting 60 minutes or less
LanguageLine®
OnsiteSM
Interpreting
„„ By appointment in 95+ languages and American Sign
Language
„„ Complex, critical, sensitive situations
„„ Group meetings/conferences/conventions
„„ Encounters lasting 60 minutes or longer
Personal InterpreterSM
App
„„ On-demand access in 200+ languages 24/7/365
„„ Infrequent, spontaneous interpreting need
„„ Credit card billing
„„ Available via phone line or iPhone app
Language Access at All Touch Points
Bridge Language and Cultural Barriers
Improve Productivity / Maximize Revenue / Decrease Expense / Enhance Image / Boost Customer Satisfaction / Build Loyalty / Comply with Regulations and Laws
4
Only LanguageLine Solutions
enables you to communicate in any situation
Intermediate needs
„„ Insurance coverage and support
„„ Recorded statements
„„ Financial products
„„ Government programs
Secure, Professional Language Support
customer service
„„ Account inquiries
„„ New accounts/basic transactions
„„ Setting appointments
Complex/regulated legal encounters
„„ Medical and legal interactions
„„ Sworn testimony
„„ Business negotiations
„„ Tech support
5. 5
We’re proud to connect you to the
very best linguists in the world
Our nearly 8,000 experienced linguists can be trusted to do their job, so you
can focus on yours.
„„ Only the best applicants that pass rigorous tests and screening,
demonstrate that they can learn, retain and utilize new information and
skills, and can pass background checks, are hired by LanguageLine
Solutions. That’s just 1 in 10. We’re that selective.
„„ We set the industry standard for interpreter quality across a wide array of
specialties including finance, healthcare, legal, and more.
„„ We evaluate interpreter candidates’ skills through our proprietary Interpreter
Skills Assessment test developed with more than 30 years’ experience.
The rigorous, criterion-referenced test is designed to specifically evaluate
interpretation skills.
„„ We assign a Senior Language Specialist to each interpreter and provide
hands-on training and coaching during their 18-month development
program. Interpreters receive an internally developed, industry-specific
glossary to assist them on calls.
„„ All interpreters are strictly managed by a stringent Interpreter Code of
Ethics to protect the confidentiality of client information and to enforce
professionalism in every interpretation.
„„ Our American Sign Language interpreters are nationally certified.
„„ Our translators, editors and proofreaders are full-time, professional
translators who have a minimum of five years of experience. We do not use
part-timers, college students or unqualified bilinguals.
„„ We provide our interpreters up to 80 hours of training based on their level of
experience and proficiency. The program consists of courses in customer
service, professional skills, ethics, and industry terminology supporting
banking, insurance and common business practices.
„„ Our trained, tested and monitored interpreters provide HIPAA compliant,
accurate meaning-for-meaning interpreting with cultural sensitivity 24/7/365
in more than 200 languages.
6. Facilitate understanding of the written word
LanguageLine®
TranslationSM
provides translation of documents, written materials,
and media from one language into another ensuring understanding for your
organization’s clients or employees. Translation provides essential information about
your organization, products and services. LanguageLine®
LocalizationSM
experts
ensure that client-facing materials and websites are culturally appropriate while
maintaining consistency with your original message.
„„ Introduce your brand to rapidly growing multicultural markets at home and
around the globe to grow revenue.
„„ Simplify HR and training functions for global organizations.
„„ Dispatch projects easily and securely, track status and archive completed
translation projects within our HIPAA compliant LingoNET®
portal.
„„ Our strict performance standards deliver the highest quality deliverables on
time, every time.
Core Services:
„„ Document Translation (print and digital)
„„ Localization (websites/software/mobile apps)
„„ Multimedia (audio/video/Flash engineering)
„„ eLearning (online apps/simulations)
LanguageLine Translation and Localization
We complete our translation
and localization projects with a
99.8% on-time delivery.
1
Common Sense Advisory Report 2012
6
59%
of Fortune 500
companies continue
to make greater
investments in
translation solutions
every year.1
7. 7
LanguageLine Academy
Build confidence in the bilingual fluency
of your front-line staff
LanguageLine Academy®
enables you to utilize the language skills of your front-
line staff with confidence, whether they work in a branch office, call center or retail
location. As the experienced industry leader, each year we conduct thousands of
language assessments and trainings for hundreds of clients so you can be assured
that our programs deliver exceptional results. After successful completion of our
courses, your staff will be qualified and skilled to effectively communicate in their
target language, delivering an outstanding client experience. To provide proof of
language skills for human resources tracking, we provide detailed testing results
via a written report with a Proof of Competency or a Certificate of Completion for
candidates who pass.
With more than 10 years’ experience, LanguageLine Academy offers tests to
ensure competency in a range of disciplines:
„„ Language Proficiency Test
„„ Bilingual Fluency Assessment
„„ Interpreter Readiness Assessment
Be confident your staff’s bilingual
skills are customer appropriate.
Our tests are externally validated
by professionals from the
Monterey Institute of International Studies,
the University of Maryland, and the
Defense Language Institute
Foreign Language Center.
„„ Interpreter Skills Test
„„ Medical Certification Test
„„ Court Certification Test
Easy Online Scheduling and Testing
LanguageLine Academy’s eLanguage Proficiency Test enables candidates to
take the Language Proficiency Test online, at any time. Human examiners (not
machines) rate recorded test responses and provide results within five days.
The LanguageLine Solutions eLPT platform easily integrates into corporate HR
platforms like Hire IQ, HireVue, and Taleo so you can integrate language proficiency
assessments into your hiring process for bilingual positions.
8. Whether you face language barriers on the phone or in person, trained over-the-
phone interpreters deliver immediate and professional language support in more
than 200 languages, 24/7/365. Effective communication enables busy organizations
to increase sales by tapping multicultural markets, promoting your brand, and
operating more efficiently. LanguageLine Solutions removes language barriers for
thousands of organizations nationwide, supporting a broad range of services:
„„ Financial Services
„„ Insurance
„„ Manufacturing
„„ Retail
Over-the-phone interpreting offers organizations a flexible and cost-effective
solution to deliver outstanding customer service.
„„ Connect to the highest quality professional interpreters in seconds. Clear
communication increases first call resolution, lowers average call handle times,
removes bottlenecks and improves productivity.
„„ Communicate in full confidence. Annually, we undergo scores of our clients’
security and business continuity audits to meet their stringent data and
systems security and confidentiality requirements.
„„ Access comprehensive online reporting to ensure operational efficiencies,
understand client demographics and monitor business trends.
„„ Ensure smooth service roll-out and staff awareness using our customized
support materials to maximize your investment. Language access signage
provides public awareness that interpreter services are available.
„„ Use any telephone or LanguageLine’s 1Solution dual handset phone, pre-
programmed and ready to use. Additional phone equipment is also available.
Direct Response
LanguageLine®
Direct ResponseSM
allows a limited English proficient person to
call you with one of our qualified interpreters already on the line. LEP callers dial a
dedicated toll-free number, are greeted with your customized in-language message
and are paired with an interpreter before your phone even rings, saving time and
increasing productivity. Direct Response improves your operational efficiency and
the customer experience, seamlessly directing callers to serve their needs — ideal
for customer service support and international clients.
Personal Interpreter
Personal InterpreterSM
will help you build lasting customer relationships without the
formality of a contract. Set up an account within minutes, securely billed to your
credit card, for instant access to professional interpreters any place, any time, in
more than 200 languages. And, download the Personal Interpreter iPhone App from
the App Store.
LanguageLine Over-the-Phone Interpreting
Deliver effective communication of the spoken word
„„ Services/Business Process Outsourcing
„„ Health Care
„„ Travel/Hospitality
„„ Utilities/Telecom
8
LanguageLine Solutions
facilitates
24,000,000
calls every year.
That’s a new personal
interaction every
second.
9. LanguageUC
Provide powerful video remote interpreting
LanguageLine Solutions LanguageUC ®
video remote interpreting (VRI) enhances
understanding with visual cues and facial expressions to reduce misunderstandings
and improve the customer service experience. Build immediate trust, rapport
and cooperation by communicating virtually face-to-face, in language or through
American Sign Language (ASL). Save valuable time and expense when you offer
fast, one-touch access to trained, professional interpreters on your own tablet,
phone or laptop/PC.
„„ Language availability:
—— Spanish and ASL 24/7/365
—— 12+ top spoken languages on-demand Monday-Friday, 5 a.m. to 8 p.m.
—— Audio-only interpreters are available in more than 200 languages 24/7/365
„„ Video interpreting sessions are held in private to ensure confidentiality.
„„ American Sign Language interpreters are nationally certified.
„„ Support language access requirements of ADA and other regulations.
„„ White board option allows the interpreter to write on the screen in both
languages to reinforce and emphasize details and instructions.
„„ Use your own device. No need for expensive, specialized equipment or IT
investment.
„„ Superior technology for clear communication via WiFi, Ethernet or cellular.
„„ Encrypted network access through your existing network for privacy and
security compliance.
„„ Our customized implementation materials optimize your investment. Language
access posters and Language ID displays provide awareness to customers.
„„ Quick reference guides and materials allow easy access instructions for staff.
„„ Hardware options are available, including iPads and our Interpreter on Wheels
rolling cart.
View the LanguageUC
video: www.languageline.com/solutions/video-interpretation/
PT.
9
LanguageUC
provides an
additional layer of clarity when
the customer and interpreter
can see each other.
10. 10
Trust us to provide a
dependable onsite solution
so you can support staff
productivity and ensure
compliance.
LanguageLine Onsite Interpreting
Dependable delivery of face-to-face interpreting
LanguageLine®
Onsite InterpretingSM
is designed to support organizations that have
an ongoing need for dependable face-to-face interpretation in spoken languages
and American Sign Language (ASL). When a professional interpreter needs to be
physically present to fulfill compliance for acute, sensitive, or extended encounters,
LanguageLine Onsite interpreting ensures understanding and compassionate
communication. Onsite is ideal for sensitive discussions, extended engagements,
business negotiations, group discussions, or other complicated situations.
We are committed to creating a reliable, customized onsite solution that meets
your unique needs. What truly distinguishes LanguageLine Onsite from any other
interpreting service provider is our dedication to quality. We fill every assignment
with quality interpreters for an exceptional level of commitment, response and
dependability. We also maintain a staff of interpreter managers whose chief
responsibility is to recruit, hire, mentor and supervise all onsite interpreters,
conducting announced and unannounced observations of assignments. This level
of supervision is unprecedented in our industry.
„„ Onsite ASL interpreters are nationally certified.
„„ Culturally sensitive – the gender and dialect of the interpreter can be specified.
„„ Scheduling and reporting is easy and secure through our innovative, online
portal.
„„ Check for onsite interpreting availability in your area.
11. 11
2 5 0 0 0
Number of Clients
and counting...
Join the more than
25,000
clients who have
depended on us for
more than 30 years
to be their trusted
language access
provider.
Your success is our success
Total and complete client satisfaction
Our goal is total and complete client satisfaction. To support our commitment, you
will be assigned a trained and experienced account executive who will assist you in
creating and managing a language access program that meets your organization’s
needs.
Customization maximizes your investment
LanguageLine Solutions cares that your language access program is successful
and maximizes your investment through customization. We can customize call
flows to meet the diverse needs of the clients you serve. We provide support
materials and quick reference guides to access interpreters easily. Train staff with
our intuitive, step-by-step guides and training videos to deploy language services
throughout your organization. Empower your staff to become language services
experts to provide outstanding customer care.
Secure, compliant, and dependable
for your protection
The security and confidentiality of our clients’ information is our top priority,
and you can be sure it is handled with the utmost care. In fact, each year we
successfully complete scores of our clients’ security assessments, risk evaluations
and reviews of internal controls and personnel policies, continually ensuring our
premises and personnel meet our clients stringent requirements. LanguageLine
Solutions’ policies and practices have stood the test of time for industries as
demanding as health care, banking and government. In our 32 year history we
have never experienced a breach in security.
Beyond that, the company has built business continuity into its state-of-the-art
telephony infrastructure, based upon two fully redundant operational centers 2,000
miles apart, to ensure clients have access to service through any situation.
MyLanguageLine online reporting
to monitor your usage
Our HIPAA compliant, online reporting platform, MyLanguageLineSM
, provides
access to your account data, any time, any day. Create, download and schedule
custom reports and analysis to track results for specific markets or programs.
Review current and past invoices to help you increase productivity and manage
expenses. The demographic statistics are ideal for internal management reporting
and marketing results. For your security, MyLanguageLine is accessed by
authorized contacts only.
