Imagine a mother arriving at the emergency room with her child, her voice full of worry, her language unfamiliar to the staff. Or a Deaf patient waiting at a government office, unsure how to explain a vital need.
These moments happen every day, and too often, language or hearing differences stand in the way of clear, compassionate care.
No one should feel invisible because of language. That is why we set out to reimagine interpretation not just as a voice in the room, but as a presence and a lifeline.
With the help of Vonage Video API, we built a video interpreting solution that connects people instantly through live, face-to-face interpretation on virtually any device, in nearly 50 of the most requested languages, including American Sign Language.
The Challenge
LanguageLine serves hospitals, first responders, government agencies, schools, courts, and companies of every size. These organizations rely on us to help them connect with limited-English speakers and individuals who are Deaf or Hard of Hearing, especially in moments of urgency or vulnerability.
But phone-based interpretation could not always meet the full emotional or contextual needs of these conversations. Clients needed a better way to bring presence and nuance into their communication.
They needed a solution that could combine speed, visual clarity, and professional accuracy without adding complexity or delay.
The need was clear: a more human way to help people feel seen, heard, and understood.
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The Solution
We responded by building a secure, high-performance video interpretation platform using the Vonage Video API. The result is a seamless experience that puts live, professional interpreters within reach in seconds, accessible from mobile devices, computers, or on-site kiosks.
Whether supporting a medical diagnosis, explaining legal rights, or assisting with public services, our video solution helps clients communicate with clarity and confidence.
The platform enables real-time interpretation in nearly 50 languages, including American Sign Language. It works across iOS, Android, and web. And it brings facial expressions, gestures, and body language into the conversation in ways that audio alone cannot. Behind every session is a network of professionally trained interpreters, prepared to serve with accuracy, empathy, and cultural sensitivity.
"The need for seamless access to video interpretation support is exploding. This isn’t about convenience. It’s about equity,” said Greg Marshall, LanguageLine’s Director of Partnerships and Alliances.
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The Result
Last year, LanguageLine supported more than 9 million video interpretation sessions. These sessions helped real people in real situations feel safer, less isolated, and better understood.
Clients consistently report that video interpretation brings a sense of immediacy and trust that transforms the experience for both their staff and the people they serve. From intake desks to emergency rooms to virtual classrooms, the ability to see and be seen makes a measurable difference.
Our average connection time for video is just 20 seconds. The platform achieved a 97.99 percent fill rate and maintained 99.98 percent uptime. Our interpreters served clients in nearly 50 languages, including ASL. Satisfaction levels remain extremely high, with a 99.98 percent positive rating and an average user score of 4.7 out of 5 based on more than 1.3 million rated calls.
These are not just performance metrics. They reflect moments of dignity, of reassurance, of lives improved by better communication.
"With the help of Vonage, we’ve built a platform that delivers live, professional interpretation,” LanguageLine President and CEO Simon Yoxon-Grant said. “That kind of access changes everything for our clients and the communities they serve.”
Looking Ahead
Video interpretation is helping us close the gap between institutions and the people who rely on them. From emergency care to social services, this technology is more than a tool. It is a bridge to inclusion, equity, and trust.
We are proud to help our clients deliver not just service, but understanding. And we are just getting started.
Key Outcomes at a Glance
- Languages supported: Nearly 50 top-requested languages, including ASL
- Sessions supported last year: Over 9 million
- Average connect time: 20 seconds
- Fill rate: 97.99 percent
- Uptime: 99.98 percent
- Satisfaction rating: 99.98 percent
- Average user rating: 4.7 out of 5
Let’s Talk About What’s Next
If your organization works with multilingual communities or individuals who are Deaf or Hard of Hearing, we can help you connect faster, more clearly, and more compassionately.
Reach out to learn how we can help bring the face of understanding to every conversation.