The solution supports all agents within the contact centre, with custom capabilities for blind and partially sighted operators. Almost one in five contact centre staff working at the charity are visually impaired and require an accessible system.
Cirrus CCaaS was developed in consultation with the Digital Accessibility Centre and provides a simplified, easy-to-navigate interface that uses colour and contrast to assist viewing.
The solution uses text-to-speech screen reading technology to provide prompts and guidance without distracting agents from their conversation with callers. It also monitors screen usage of visually impaired agents to help adapt the interface to address specific needs.
David Mann, technology operations manager at RNIB, said, “We are delighted with the solution that Cirrus has built, which has received superb feedback from staff and management alike. It was crucial to us that accessibility of the system wasn’t just a tick box exercise, but that it was customisable to individual needs and enabled all our agents, regardless of accessibility needs, to provide the high-quality customer service demanded of us.
“We were aware that remote and flexible working would become more of a feature, but could not have foreseen just how important cloud-based services would be for our workforce, which has been forced apart by the pandemic. The benefits in terms of reliability, functionality and usability for our agents means we are well set for the future.”
Jason Roos, CEO at Cirrus, added, “One of the huge benefits we can give to any organisation is not just to provide great contact centre technology, but solutions and services that are truly inclusive. Working closely with the RNIB, we were able to deliver a solution that not only provides an excellent experience for those wishing to get in contact but empowers all RNIB staff, regardless of any visual impairment, to provide an exceptional service.”