“When you want a world-class team with first-rate ideas, go to Olmstead Williams. They understand the market, put together realistic strategies and get results.”

–Louis Provenzano
Former CEO of Language Line Services

the challenge

Language Line Services (LLS), the over-the-phone interpretation pioneer, turned to OWC to strengthen its position as the industry leader in targeted vertical markets and geographic locations. With a healthcare system challenged by more than 170 spoken languages and critical government, financial services and other sectors looking to avoid costly repercussions due to poor communication, the agency helped LLS drive the conversation on key language access industry issues and regulations. Through both traditional media and social media outreach, LLS was regularly positioned as the industry’s thought leader and expert source.


OWC secured profiles on the company in top-tier national media including The Wall Street Journal and MarketWatch and developed a prominent blog on The Huffington Post. Key executives are now positioned as language industry experts, regularly sought for high-profile speaking engagements and quoted extensively. LLS credits OWC with helping raise awareness and delivering measurable business results in growth markets.

“Language Line Services is three decades old and already supports the interpretation needs of dozens of federal agencies — from Social Security to Homeland Security — using traditional dial-up service and 800 numbers. The telephone interpretation allows users to communicate with limited-English speakers on the phone or when they’re face to face.”

“Bay Area clients for Language Line’s services include Stanford Hospital & Clinics, the Daughters of Charity Health System, the Health Plan of San Mateo, Santa Clara Family Health Plan and the Palo Alto Medical Clinic, part of the Sutter Health-affiliated Palo Alto Medical Foundation. … The company said it spends millions of dollars annually on training and coaching interpreters, plus supplying them with reference materials.”

“AT&T On Demand Interpreter will be powered by Language Line Services, which currently has contracts with dozens of government agencies, handles about 90 percent of 911 calls and helps a majority of major hospitals through landline interpretations. The new partnership with AT&T will make the service accessible by cellphone, making it the first service for interpretation available on the mobile platform.”

“Despite years of research into automated language translation programs, nothing beats human interpreters. A new service focused on government users allows law enforcement, first responders and other personnel to access an interpreter from their mobile devices. … AT&T is working with Language Line Service, an interpreting and translation company.”

“As the foreign-born population has quadrupled in the U.S. over the past four decades, Language Line has ridden the wave. The Hispanic population alone grew 43 percent from 2000 to 2010, accounting for more than half the country’s total population increase, according to the latest Census Bureau figures.”

“Torrance Memorial Medical Center recently added 400 dual-handset phones, putting them next to nearly every hospital bed as well as in the emergency room. With the help of Language Line interpreters, these new phones enable nurses and doctors to better communicate with and care for non-English-speaking patients.”

“Interpreters say immigrants on the other end of the call often feel a connection, asking them to plead for more time, try to arrange a lower interest rate or even help them find a job. … Language Line, which also translates calls for hospitals, utilities and municipalities, says its clients include some of the nation’s largest banks and credit-card firms.”