Language Access SolutionsBridging language barriers builds business

Companies / Agencies / Organizations

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 customermakes 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

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

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 BarriersImprove 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

We’re proud to connect you to the very best linguists in the worldOur 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.

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

7

We complete our translation

and localization projects with a

99.8% on-time delivery.

1Common Sense Advisory Report 2012

6

59% of Fortune 500

companies continue

to make greater

investments in

translation solutions

every year.1

7

LanguageLine AcademyBuild 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.

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 InterpretingDeliver 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.

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

Trust us to provide a

dependable onsite solution

so you can support staff

productivity and ensure

compliance.

LanguageLine Onsite InterpretingDependable 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

2 5 0 0 0Number 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 successTotal 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 investmentLanguageLine 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 protectionThe 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 usageOur 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.

� Review our Language Lists: www.languageline.com/customer-service/languages/

1-800-752-6096 | CustomerCare@LanguageLine.com | www.LanguageLine.com

www.LanguageLine.com

You care. We understand.

A Greek Interpreter

Over the eight years that I’ve been a Greek interpreter, I’ve had so many profound

experiences where I’ve felt I’ve made a difference. I’ve had the exhilarating

experiences of helping save people in emergencies and accidents. I’ve been

fortunate enough to be the voice that gave parents joyous news of a healthy

pregnancy and told a frantic mother that her child’s fever had broken and he would

be just fine. I like to think I make a difference on every call — sometimes in a small

way and sometimes in a very big way. An elderly woman was visiting her husband

and got lost in the huge building. She was frantic. Upon hearing my voice speaking

her language, she began crying from relief, “You understand me?! Thank God! You

understand me! You understand me!” I remember that woman’s voice and words

every single day.

Our commitment as your partner

Thank you for considering LanguageLine Solutions as your language access

program partner. Let’s work together to enable communication in any situation.

LanguageLine Solutions is committed to total and complete client satisfaction.

This goal drives everything we do. In anticipation of your future needs, pioneering

technologies, platforms, and products are in constant development to ensure

you have access to unsurpassed, industry-leading language access services.

LanguageLine Solutions started the over-the-phone interpreting industry more

than 30 years ago. Today, we are one of the top four largest language services

providers in the world, offering a full suite of solutions including over-the-phone,

onsite, and LanguageUC ® video remote interpreting, translation and localization,

as well as testing and training. Trusted by more than 25,000 clients and growing,

we are proud to provide the most experience, advanced technology, and latest

innovations. LanguageLine Solutions facilitates 24,000,000 calls every year. That’s a

new personal interaction every second.

helpful links: � Watch us in action: ww.youtube.com/user/LanguageLineSolution

© 2015 LanguageLine S

olutions / All rights reserved. / 06.19.15 / w

ww

.LanguageLine.com

Our interpreters make a difference on every call...