The steady growth of customer service importance has placed more attention on user experience and how to meet call center employees’ needs. To perform their job at best operators must be able to rely on professional tools, but what about visually impaired and blind agents? They need dedicated UC software with assistive technology to help them use computers.
Mida Solutions has relied on the collaboration with a best-of-breeds company as Vision Dept, to adapt its iconic product – Mida Attendant Console- to the special needs of visually impaired and blind operators.
Vision Dept is an Italian distributor of products and services for the visually impaired with the mission of helping them in their job thanks to innovative solutions and strong customer training and on-site assistance. In Italy, Vision Dept is known as the exclusive distributor for Italy for Freedom Scientific, the worldwide developer of software (e.g. Jaws) and hardware solutions for the visually impaired.
A re-engineerization of the product and the integration with some of the most common Magnifier and vocalization software on the market, allowed Mida and Vision Dept to meet customers’ demands in many projects over the years.
“Vision Dept has always worked with the aim of allowing blind and visually impaired people to be efficient. Our dream is to enable them to do the job that really satisfies them. The collaboration with Mida Solutions is really successful and, together, we managed to offer dozens of users a seamless working experience.” says Andrea Amaglio, Technical and Sales Account at Vision Dept
For visually impaired operators the key elements we have included in the product are:
- compatibility with screen magnifiers as ZoomText, Magic, Cobra
- extreme customization– the console gives operators the possibility to choose fonts, colors, font size, contrasts, and shortcuts
- optimized layout, which contains just essential information
While for blind operators the solutions have:
- compatibility with the most used vocalization technologies, such as Jaws and NVDA. This helps them manage calls while using the same vocalizer they are familiar with. This improves their user experience with Mida Attendant Console while helping them handling calls
- optimization – the console layout is optimized for enlargers to increase performance and products’ usability.
- keyboard shortcut to perform actions – the operator can use shortcuts to quickly search for the information he/she needs, as for example, the number of calls in the queue. The shortcuts can be fully customized by each operator, to meet his/her specific needs.
One of the most appreciated aspects of our partnership is the on-site support we provide to visually impaired and blind operators in the installation and training phase.
“Understanding the peculiarities of each visually impaired and blind operator and helping them in the first usage is essential to enhance them in their daily work activities. With our Attendant Console, their disability is not an obstacle and they feel integrated in their workplace” says Marco Cortese, Sales Manager and Owner of Mida Solutions.
To go deeper into this UC product check our dedicated page and do not hesitate to contact us to adopt it.