Technology has made incredible advancements over the years. In 1989 The Harvard Business Journal published an article about the benefits technology can bring to blind people in the workplace. There has always been a struggle for the impaired to find work, from lack of opportunities that can adequately deal with their needs. Fast forward to 2015, where a lot of time and research has gone into improving the quality of life for the disabled.
TCN, a leading provider of cloud-based call center technology, has released “Platform 3 VocalVision”, a virtual call center for the visually impaired. TCN has utilized JAWS (Job Access with Speech), a popular screen reader, as an assistive technology for the program. JAWS helps users who cannot see the screen or operate a mouse.
Beyond Vision, is one of the select call centers that has had the chance to test the new technology. The Milwaukee based not-for-profit has nothing but good things to say surrounding VocalVision.
“We’ve been impressed with TCN’s VocalVision cloud-based phone service. They have been very willing to customize the solution to meet our employee’s accessibility needs. So, our employees like the system and its ease of use. It has enhanced the level of service we can offer our customers through its call recording and time reporting capabilities,” said Jim Kerlin, president and CEO of Beyond Vision. “In the future, we plan to use the system to measure and report productivity and utilization metrics, just as we do in our manufacturing environment.”
VocalVision assists impaired call center agents by allowing them the technological support to navigate incoming and outgoing calls. This new technological platform will help visually impaired employees better serve callers and increase their efficiency.
VocalVision’s features and productivity tools include inbound, outbound, blended, agent dashboard, and manual dialing options, and reporting and call analytics. Platform 3.0 eliminates the need for excessive hardware, and increases employee efficiency without the need for additional staff.
“TCN has always been committed to providing customers with the most advanced call center technology,” said Terrel Bird, CEO and co-founder of TCN. “We are excited to bring Platform 3 VocalVision to the market to meet the needs of the visually impaired community and open new doors for employment.”
Edited by Rory J. Thompson