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News : Genesys and Lighthouse Works Partner to Improve Global Career Opportunities for the Blind and Visually Impaired

#contactcenterworld, @Genesys

San Francisco, CA, USA, June 18, 2024 - Genesys(R), a global cloud provider in AI-powered experience orchestration, and Lighthouse Works, a business process outsourcing organization (BPO), are partnering to help increase global career opportunities for individuals who are blind or visually impaired (B/VI). Together, the companies are delivering an accessible experience orchestration solution any organization can deploy to empower B/VI individuals in the contact center workforce.

According to the World Health Organization, at least 2.2 billion people globally have a near or distance vision impairment. In the United States alone, nearly 70% of people who are blind or visually impaired are not employed, as reported by the National Industries for the Blind.

To increase job opportunities for this underrepresented community, EquiVista by Lighthouse Works is now available exclusively on the Genesys Cloud™ platform. The launch of EquiVista advances the commitment of both Lighthouse Works and Genesys to support underserved populations through a people-centric approach to innovation.

Building on the experience of Lighthouse Works on Genesys Cloud, this new application equips organizations worldwide with a simplified user interface that can be tailored for individuals and aligned with their visual abilities. EquiVista incorporates Jobs Access with Speech (JAWS) screen reading software to create more efficient workflows through automation, enabling B/VI individuals to use Genesys Cloud to seamlessly engage with customers.

EquiVista comes at a time when technology and accessibility are at the forefront of global business strategies. According to Forrester, 62% of respondents in North America, 55% in Europe and 63% in Asia report a top-down commitment to accessibility at their organizations with the work actually happening to deliver on those commitments.

Several global initiatives on the horizon are focused on removing barriers for disabled individuals, making the availability of EquiVista in the customer experience market even more timely. The 2030 Agenda for Sustainable Development adopted by the United Nations General Assembly includes 17 sustainable development goals designed to transform the world and ensure the inclusion of persons with disabilities by 2030, with an emphasis on employment and education. And in June 2025, the European Accessibility Act takes full effect; it was introduced by the European Union to help businesses improve the market for accessible products and services, while driving increased job opportunities for persons who are differently abled.

Commenting on the news:

"We introduced EquiVista in partnership with Genesys to help level the playing field for the visually impaired workforce," said Kyle Johnson, CEO and president of Lighthouse Works. "With this technology, organizations have a massive opportunity to increase their impact and contribute to a more equitable world by providing more inclusive workplace environments and career advancement opportunities for this underrepresented population."

"We’re on the cusp of AI development that will remove technology and business barriers," said Chris Lewis, telecoms industry and accessibility analyst and founding director of Lewis Insight. "The partnership between Genesys and Lighthouse Works is a great example of opening up employment and customer experience opportunities for many formerly excluded individuals."

"Technology has a powerful role to play in aiding disabled people," said Olivier Jouve, chief product officer at Genesys. "The Genesys Cloud platform was designed to be flexible and empower organizations to adapt it to the needs of their business, making what’s possible in the employee and customer experience limitless. In helping to create life-changing opportunities for the blind and visually impaired, this partnership between Lighthouse Works and Genesys is a testament to what can be achieved when empathy is at the heart of the experience."

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Can You measure It?!

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

Published: Thursday, June 20, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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.

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.

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.
 

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