Case Study: LanguageLine Solutions achieves scalable omnichannel interpreting and $18M in savings with NICE Systems' CXone

LanguageLine Solutions Switches from Avaya to Flexible, Scalable NICE CXone Solution

LanguageLine Solutions is a global language-access provider serving more than 25,000 clients with phone, video, and onsite interpreting in 240+ languages, handling about 32 million interactions annually. Their on‑premises Avaya voice‑only contact center could not scale or support omnichannel needs (video, text, mobile) or a dispersed interpreter workforce, so they sought a customizable, cloud‑based solution to meet growing, specialized requirements.

They moved to NICE CXone and used its APIs to build tailored desktops, integrate video/text, enable work‑at‑home interpreters, and add real‑time analytics and Voice as a Service for consistent call quality. The platform scaled to support 8,000+ interpreters, delivered faster feature rollout and operational insight, and produced measurable benefits including $18M in operating cost savings, a 30% reduction in queue times, and continued high customer retention.

LanguageLine Solutions

Jeff Cordell

LanguageLine Solutions