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News : Game-changing Service for Disability Telecommunication Access Launches

#contactcenterworld

Tumut NSW, Australia, Jan 22, 2019 -- The service was officially launched on Tuesday by the Australian Communications Consumer Action Network (ACCAN) and will provide information via a hotline and interactive website about the accessibility features of fixed and mobile handsets, teletypewriters, and the accessories which make them usable for people with disability.

The project was funded by the National Disability Insurance Agency (NDIA), and Wayne Hawkins, ACCAN director of inclusion, said it demonstrated the agency understood how this issue affected people with disability.

"We’re pleased that the NDIA understands the significance of this project in assisting Australians with disability to be able to utilise telecommunications to enable greater participation in all aspects of Australian life – economic, social, and cultural and community," Hawkins said.

"This will provide an opportunity for people with disability to get connected in the same way as everyone else."

The program is run through the Information on Disability Education and Awareness Service’ (IDEAS) website and call centre.

IDEAS CEO Diana Palmer said disability access to technology was an issue people without disability rarely considered.

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"It may be a surprise to many people who live without disabilities that accessing truly accessible telecoms hardware and software is very complex," Palmer said.

"While apps and screen modifications on smartphones can be of some assistance to people with disability, these specifications may not be right for people with particular mobility, sensory, and memory or cognitive conditions."

She said IDEAS was excited to offer people with disability up-to-date, independent resources for the first time ever.

"This is a momentous undertaking, as it marks the first time that people with disabilities will be able to engage with a resource to help them determine exactly what they want from their telecommunications products," she said.

Last year, the Australian Human Rights Commission launched a consultation on the intersection of human rights and technology, and found a need to better design technology with a focus on accessibility.

And in 2016-17, close to 40 per cent of all complaints made to the commission were lodged under the Disability Discrimination Act, with a third of those related to goods and services, many of them new technology.

Disability discrimination commissioner Alastair McEwin said the new service had the potential to provide the missing information the disability community needed to feel more connected.

"It is so important that we facilitate connectedness and participation across our communities, and creating accessible communications are essential to that," McEwin said.

ACCAN said while it currently couldn’t provide information on accessible tablets and mobile apps, expanding the service was on the horizon.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://probonoaustralia.com.au


About Australian Communications Consumer Action Network:
Company LogoACCAN offers solutions in telecommunications, broadband (NBN) and disability accessibility.
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Today's Tip of the Day - Check The Call Stats!

Read today's tip or listen to it on podcast.

Published: Thursday, January 24, 2019

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2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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