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News : Nixxis, Call Center Software Accessible to the Visually Impaired
Ceciphone Contact is a call centre like the others, or almost.?Located in the region of Bordeaux, France, Ceciphone is an association labelled «Suitable Company (EA) " initiated and supported by the National Union of the Blind and Visually Impaired ( UNADEV ) . One of its objectives is to recruit, train and work as a call centre agent people who are blind or visually impaired.
At first glance, nothing differentiates Ceciphone Contact from another call centre: employees sitting behind their screens with headset treat qualifications sheets, customer surveys, appointments and loyalty campaigns.? Yet here 80% of employees have a visual impairment.
To achieve the objectives of the company, management had to consider the choice of the software. Lung of call centres, these programs are not all designed for such use. Director of Ceciphone Mr. Campagne, says "a priority was to find a priori a software open to accessibility."
The challenge of Ceciphone was to find software efficient and customizable, flexible in order to adapt to the needs of different disabilities in the call centre and for homeworkers. Visual impairment appears as an obstacle on hiring. «However, a motivated employee is worth two," says the president of the UNADEV.
It is a call centre using Nixxis solution, which tested the flexibility of the software to Ceciphone and allowed them to try the product for 9 months.
To meet the specific needs of call centre operators it is within Ceciphone that were developed integrations required for the visually impaired including a text-to-speech and braille console for reading the script in two ways. A human project that requires a high level of concentration from operators who have the customer's voice in one ear, reading of the script from the text-to-speech in the other and the braille console that transcribes the information displayed on the screen and allows to check the recorded data.
René Breton, President of UNADEV explains that "We need to do everything we can to help a person with disabilities and with the mobility and mental elements necessary to work. Because when you work, you feel better and can make plans."
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More Editorial From Nixxis
Headquartered in Belgium, Nixxis is a provider of premise-based and hosted Customer Interaction Solutions to businesses throughout Europe, North America, Asia and Africa. Nixxis' robust portfolio includes advanced contact center, reporting, and administration tools.
Published: Tuesday, March 25, 2014