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News : Enabling Call Centers to Offer Sign Language
Jan 7, 2015 -- Individuals with communication challenges are often confined to the fringes of society. However, within their own communities they function well and are active contributors, engaging productively with each other. Technology is increasingly providing avenues for collaboration to enable all individuals in a society to interact with each other.
Avaya has completed the development of an application that enables individuals with hearing and speech challenges to access call center agents using any fixed or mobile computing device, and communicate with them through sign language.
Using Avaya’s customer engagement solutions and video-conferencing technology, the company built the application that is ready for deployment anywhere an Avaya Call Center solution is installed. With a web-browser application, or an app downloaded on any mobile operating system, customers can initiate a video-enabled session with a contact center agent specialized in sign language. The application, according to Avaya, is easy to integrate into existing customer engagement solutions.
Ahmed Helmy, Advanced Solution Architect Team, Avaya Global Growth Markets explained that the Avaya SmartEngage app works on smart devices and web-browsers. It is part of the Avaya SmartEngage portfolio that enables virtual and video communications through multiple devices such as smartphones, PCs, tablet computers – even ATM machines and video kiosks. With visual communication and video offered through Avaya’s technology, customers and citizens who have issues with hearing, listening and speaking are able to communicate with the call center.
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Friday, January 9, 2015