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Genesys and Lighthouse Works Partner on Contact Center Solution for the Visually Impaired

By Tracey E. Schelmetic June 25, 2024

The explosion of home-based work in recent years has opened up opportunities for many workers, especially for whom commuting is not a reliable possibility. Unfortunately, business applications haven’t always catered to these individuals adapting to more accomodating, home-based careers. It’s estimated that there are approximately 2.2 billion people worldwide who are blind or visually impaired (BVI), and employment numbers are high in this group; 70% of BVI individuals are not employed, according to the National Industries for the Blind.

Thus, customer experience (CX) solutions provider Genesys recently partnered with business process outsourcing company (BPO) Lighthouse Works to help increase global career opportunities for individuals who are BVI. Together, the companies are delivering an accessible experience orchestration solution for organizations looking to empower BVI individuals in the contact center workforce.

To increase job opportunities for this underrepresented community, EquiVista by Lighthouse Works is now available exclusively on the Genesys Cloud platform. The launch of EquiVista advances the commitment of both Lighthouse Works and Genesys to support underserved populations through a people-centric approach to innovation.

Building on the experience of Lighthouse Works on Genesys Cloud, the new application equips organizations worldwide with a simplified user interface that can be tailored for individuals and aligned with their visual abilities. EquiVista incorporates Jobs Access with Speech (JAWS) screen reading software to create more efficient workflows through automation, enabling BVI individuals to use Genesys Cloud to seamlessly engage with customers.

The solution includes the ability to automate repetitive tasks, streamlined workflows for improved efficiency, “hotkey” support for simplified control, a granular user interface customization allowing each agent’s desktop to be adapted to their abilities, and the ability to comply with federal and international regulations including Web Content Accessibility Guideline (WCAG) 2.2 level AA conformance standards.

“We introduced EquiVista in partnership with Genesys to help level the playing field for the visually impaired workforce,” said Kyle Johnson, CEO and President of Lighthouse Works. “With this technology, organizations have a massive opportunity to increase their impact and contribute to a more equitable world by providing more inclusive workplace environments and career advancement opportunities for this underrepresented population.”

Edited by Alex Passett
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