Call Center Technology for Employees with Vision Disability

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Optimized to work with Job Access With Speech (JAWS) assistive technology, Platform 3 VocalVision enables call center agents with vision disabilities to effectively navigate Platform 3.0, TCN's cloud-based contact center suite, helping to improve agent productivity while also creating new employment opportunities for people with vision disabilities.

In an effort to expand workforce operations, TCN optimized VocalVision to specifically work with JAWS, the world's most popular screen reader. JAWS assists computer users with vision disabilities prevents them from seeing screen content or being able to operate a mouse.

VocalVision helps the agent navigate Platform 3.0's workflows via hot keys that leverage JAWS functionality during both incoming and outgoing calls, while audible tones signal the connection of an incoming call. Platform 3 VocalVision's standard features and productivity tools include:

• Inbound
• Outbound
• Blended
• Agent Dashboard
• Manual Dial Reporting
• Call Analytics

Until now, Platform 3 VocalVision has been available on a limited basis to several organizations around the country, including Beyond Vision, a Milwaukee-based not-for-profit company with a goal of providing employment opportunities to people who are legally blind.

"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."

TCN's Platform 3.0 is an advanced cloud-based call center technology that eliminates the need for complicated hardware and improves connectivity between agents and customers, increasing efficiency without the need for additional staff. The addition of Platform 3 VocalVision helps to diversify its existing suite of services while increasing workplace efficiency.

"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."

Attribution/Source(s):

This quality-reviewed article relating to our Disability Visual Aids section was selected for publishing by the editors of Disabled World due to its likely interest to our disability community readers. Though the content may have been edited for style, clarity, or length, the article "Call Center Technology for Employees with Vision Disability" was originally written by TCN VocalVision, and published by Disabled-World.com on 2014/12/07 (Updated: 2021/10/03). Should you require further information or clarification, TCN VocalVision can be contacted at tcn.com. Disabled World makes no warranties or representations in connection therewith.

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