Contact centre for visually impaired

Empowering visually impaired agents

We are committed to inclusivity and accessibility for all contact centre staff.

Ready for any ability

Many of the attributes of a great agent do not rely on perfect vision. To the contrary, a weakness in one of your senses can often lead to a greater
strength in another, such as listening, and that’s not a bad thing.

This is why at Cirrus we look to make our contact centre solution highly accessible to the visually impaired, providing them with the assistance they need to ensure they excel.

We read the screen

We leverage text-to-speech technology. We effectively read the screen for the agent and this provides them with the prompts they need.

We remove the clutter

We place all call controls in a single block, use colour and contrasts to assist viewing and provide customisable shortcuts to enable agents to become proficient quickly.

We adapt to you

We monitor screen usage to help you adapt your interface to address specific needs. We also provide the ability for supervisors to support agents with whisper technology.

Intuitive and customisable

Our ‘widget-based’ design is completely customisable to suit the needs of your contact centre, specific teams and individual users – including bespoke capabilities for blind and partially sighted agents.

Developed in consultation with the Digital Accessibility Centre (DAC), Cirrus contact centre includes features that provide a simplified, easy-to-navigate interface, use of colour and contrast to assist viewing, ZoomText to magnify text, and customisable shortcuts to improve proficiency and speed. We also use text-to-speech screen reading technology to provide prompts and guidance without distracting agents from their conversation with callers.

Remote working

As a true cloud contact centre, the location of your agents is not a problem; we fully support remote or home working agents and that includes those who are visually impaired.

All of our accessibility solutions are available to remote agents, including our secure PCI compliant payment capability, and for supervisors, they retain their real-time visibility across the virtualised team.

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Supporting and Improving

Cirrus’ comprehensive quality and performance monitoring enables supervisors to track agents’ and teams’ activities in real-time and offer support where needed.

For your visually impaired agents, we go even further. We make real-time messages and broadcasts accessible to agents by whispering them in their ears and providing a simple way to acknowledge that the message has been received.

Most important of all, we continually look to improve our solution by monitoring screen usage and suggesting improvements and by working in partnership with customers such as RNIB.

RNIB

“Cirrus has enabled all our agents, regardless of accessibility needs, to provide the high-quality customer service demanded of us.”

David Mann, IT Service Delivery Manager at RNIB

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Ready to embrace accessibilty in your contact centre?

Cirrus contact centre is not only built by us, but also by our users. We incorporate their feedback and develop our platform accessibility continuously to ensure we meet current and future needs . So, what is stopping you from improving the workspace for visually impaired or blind agents? Absolutely nothing!