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Viable Opens Call Center in Baltimore County

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Viable Opens Call Center in Baltimore County

September 08, 2008
By Susan J. Campbell
TMCnet Contributing Editor
Viable Inc., a provider of video relay services (VRS) for deaf and hard of hearing people, has opened a call center in Baltimore County in the neighborhood of Towson Hospital and Towson University.

Viable is also set to launch a community interpreting service for Baltimore County entities, including medical offices and classrooms that will enable on-site communication facilitation with sign language users where it may be needed. 

"Our expansion to Towson will benefit the large deaf and hard of hearing community in Baltimore County as well as ViableVRS customers throughout the country," said Jason T. Yeh, Vice President of Technology, in a Monday statement.

"The increased operational capacity enables ViableVRS callers to continue experiencing fast response times for their calls and - what we are most excited about - our local presence will allow us to provide citizens and businesses of Baltimore County with access to sign language interpreting services in their neighborhood."

For those who rely on American Sign Language as their native language, interpreters are often needed for communication access. In situations such as face-to-face meeting scenarios, a sign language interpreter can be physically present to help with communication. Phone calls present another challenge altogether.

When a deaf or hard of hearing individual must make a call, they must use VRS and video technology to connect to a Video Interpreter who will then dial out to another party to interpret their phone conversation. 

People who elect to call ViableVRS have a variety of connection options:
  • Via dialing on any videophone
  • Via one-click connection on the VPAD, a videophone developed by Viable
  • Via one-click connection with Viable Vision for the PC
  • Via dialing using XMeeting for the Mac
"We are thrilled about coming to Towson, especially with the call center serving as the springboard for our community interpreting program, slated to start this November," said Alan Abarbanell, who manages Viable's three other call centers throughout Maryland, in Monday’s statement.
"Baltimore County has a significant deaf and hard of hearing population that desperately needs access to sign language interpreting services and we aim to respond to that need."

The flagship call center for Viable is located in Rockville. The company also operates call centers in Ellicott City and Frederick. The Towson call center is expected to be operational in October and will employ up to 20 interpreters. Those interested in employment opportunities at Viable are welcome to visit the Jobs section at the company website.

The announcement of another Viable call center means additional jobs for individuals in Baltimore County. This new addition also signifies a growing demand for Viable services, marking an increase in communication between deaf and hard of hearing individuals and entities throughout the country.

The provision of a facilitator between the individual and an office or other entity provides a much needed service, catering to a segment of the population that holds as much promise of revenue growth as any other. Those companies that come to rely on Viable will be better able to position themselves as putting the customer first.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi
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