Bright Pattern Supports the Visually Impaired in the Contact Center

The National Federation of the Blind notes that there are more than 7 million visually-impaired adults in the United States. Screen reading and internet proficiency are important, especially in the contact center industry, and many visually-impaired people may have trouble within a contact center environment.

Bright Pattern provides contact centers with features that make it easier for visually-impaired adults to work as call center representatives. Our cloud-based call center platform is accessible anywhere there is an Internet connection, enabling many people to work from home or remotely. Moreover, quality management tools such as screen recording, call recording, call transcripts, and monitoring help supervisors provide assistance to all agents on their teams, whether they work onsite or off.

Although a number of screen readers are available for the visually impaired, responses to various surveys conducted by organizations that represent visually-impaired adults found that respondents said that their primary desktop/laptop screen reader is JAWS (Job Access with Speech). Accordingly, Bright Pattern’s Agent Desktop application provides features that support agents using a screen reader like JAWS, such as WAI-ARIA (Accessible Rich Internet Applications) tags in key interface locations for reading pop-up notifications; complete keyboard navigation with tab and arrow keys, and keyboard shortcuts for invoking most functions directly.

While designing Bright Pattern Contact Center software, Bright Pattern considered many different suggestions from organizations that represent the visually-impared for how to improve accessibility for the visually-impaired. Some of the enhancements Bright Pattern has implemented in the solution include the ability to transfer warm calls more easily to others within the organization, as well as the ability to mark contacts as Favorites without complicated keystrokes. Automation and keyboard shortcuts have helped agents provide outstanding customer experiences to customers.

Aside from assisting the visually-impaired in the contact center setting, Bright Pattern has tools that support all members in a contact center setting. For example, agents can be assisted through AI-powered sentiment analysis and responses suggestions, and supervisors can be assisted with easy-to-read unified reporting dashboards and Omni QM capabilities.

For more information on how Bright Pattern’s cloud-based platform supports accessibility in the workplace, check out our webpage for more details.

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