Building Socially Responsible Products for All Customers

More businesses and government agencies rely on technology to ensure social responsible products and services that are accessible to everyone, including individuals with disabilities, through all channels—voice and digital.

Genesys designs our web-based applications so that all users and their customers can access them, regardless of any physical or cognitive limitations. To facilitate this, we build products that provide the following capabilities:

  • Voice for visually-impaired customers
  • Email/chat for hearing-impaired customers, including video to sign with agents who have these skill sets
  • Web IVR for self-service
  • IVR DTMF for speech- or hearing-impaired persons, with related speech impacts or ASR for mobility-impaired persons, so they don’t need to type on a keypad or experience screen timeouts while searching for options
  • Support for screen readers

Let’s look at a use case that highlights how Genesys helps you reach all customers and employees.

John is hearing impaired and finds it difficult to understand others on phone calls. While at the airport, he misses his flight. The airline has another flight in less than an hour.  John wants to get on that flight, but there is no one at the desk to answer his question and he doesn’t want to go out of security to the ticketing desk. Using his smartphone, Jon opens an app that interacts with the phone and interprets TTY signals. He uses the web browser on his phone and locates the number for customer service. Unfortunately, there isn’t a specific one for TTY users.

John calls the number listed and his call is answered by a voice response system. The initial message prompts users to press “1” if they are hearing impaired. And that, in turn, triggers TTY on John’s phone—allowing him to navigate the IVR as any other user would. When John can’t find a self-help option in the IVR, he presses “0” to request a representative. The routing application recognizes that he is hearing impaired and plays a TTY-enabled audio message that states, “We have your email address on record and when a customer service representative becomes available, we will email you. Is this okay?” John replies “Yes” and his call is terminated.

Behind the scenes, the application finds a representative who has the skills required to interact with hearing-impaired customers. John’s request is routed to this employee and an outbound email is sent to John with a link to the page that enables a video session with the customer service representative. The agent communicates with John using sign language and schedules him onto another flight.

Technology allows organizations to evolve in many ways—from offering automation of traditionally manual processes to the advent of machine learning and artificial intelligence.  Additionally, advancements in neuroscience research have a huge impact on the development of digital products. And that, in turn, affects how users interface with our products.

Genesys is at the forefront of leveraging these developments, and as we continue to improve our products with a focus on cutting-edge technology that enhances experiences for users with limitations and/or disabilities.

My niece has special needs, and this topic is near and dear to me. I am proud to work for a company that builds social responsible products for all users and opens doors and career opportunities that might not exist otherwise.