Sydney, Australia, Oct 29, 2018 -- VoiceFoundry, a principal provider of cloud-based contact centre solutions with a focus on customer experience and automation in Asia Pacific, North America and the United Kingdom recently announced the launch of an Amazon Connect Accessible Agent Desktop for vision impaired contact centre agents at Vision Australia.
Vision Australia required a contact centre solution that would allow blind, low vision and sighted agents to have the same experience, functionality and business tools to service their customers. They choose Amazon Connect cloud contact centre as their core technology as its open interfaces (APIs) provide the flexibility required to easily adapt agent tools to cater for their vision impaired staff.
Matthew Staniforth, National Contact Centre Manager for Vision Australia said "Our aim in the contact centre is to have tools that will enable us to employ the best person for the role. This should be without regard to their ability to be able to commute to one of our sites within Australia or their level of sight. The only way for us to achieve this is to have accessible agent and supervisor work spaces, that can be accessed remotely and securely."
The Agent Desktop needed to be simple, accessible and available from any location.
Steve Stewart, Professional Services Director at VoiceFoundry said "This has been a true partnership with Vision Australia. It was a complex and challenging design and iterative development process that focused on meeting the specific needs of their users. What made it a truly rewarding experience for the development team was knowing that the end design and implementation would have an impact on the day to day lives of those vision impaired agents. Our long term goal is to make this desktop available globally to any vision impaired agent that uses Amazon Connect.
This is the first-time Vision Australia agents with low vision have had access to the same business tools as other staff.
Posted by Veronica Silva Cusi, news correspondent
VoiceFoundry is passionate about customer experience. We specialise in the delivery of cloud-based enterprise contact centre solutions and are uniquely focused on helping businesses improve customer engagement, while maximising the benefits of the cloud. VoiceFoundry makes it easy for customers to quickly and effectively deploy or migrate to Amazon Connect for their contact centre. Our expertise is focused on AI
Published: Tuesday, October 30, 2018
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