EquiVista, now available exclusively on Genesys Cloud®, introduces a more accessible interface developed by Lighthouse Works
BENGALURU, June 19, 2024 — Genesys®, a leading global provider of AI-powered experience orchestration in the cloud, and Lighthouse Works, a BPO specializing in business processing, have joined forces to expand career prospects worldwide for individuals who are blind or visually impaired (B/VI). Their partnership introduces an accessible experience orchestration solution that any organization can implement to empower B/VI individuals in contact center roles. According to the World Health Organization, approximately 2.2 billion people globally have some form of vision impairment. In India, the National Blindness & Visual Impairment Survey (2015-2019) reported that 0.36% of the population is blind and 2.55% are visually impaired. To support this community, the Rights of Persons with Disabilities Act of 2016 mandates that public sector companies reserve 1% of jobs for visually impaired individuals. Recent workforce data from Nifty 50 constituent companies shows that five out of these 50 companies employ more than 1% of people with disabilities.
EquiVista by Lighthouse Works is now exclusively available on Genesys Cloud. This launch underscores the commitment of both Lighthouse Works and Genesys to supporting underserved populations through innovation focused on people. Leveraging Lighthouse Works’ extensive use of Genesys Cloud, this new application provides organizations worldwide with a simplified user interface customizable to accommodate the visual needs of B/VI individuals. EquiVista integrates Jobs Access with Speech (JAWS) screen reading software to enhance workflows through automation, enabling B/VI individuals to effectively utilize Genesys Cloud in customer interactions.
Key features of the solution include:
– Automation of repetitive tasks
– Streamlined workflows for increased efficiency
– Hotkey support for simplified operation
– Compliance with federal and international accessibility regulations, including Web Content Accessibility Guidelines (WCAG) 2.2 level AA
– Customizable user interfaces tailored to the abilities of each agent
The introduction of EquiVista coincides with growing global efforts to enhance technology accessibility and inclusivity in business strategies. According to Forrester, there is widespread organizational commitment to accessibility, with significant efforts underway to fulfill these commitments across North America, Europe, and Asia.
Kyle Johnson, CEO and President of Lighthouse Works, commented, “Our collaboration with Genesys to launch EquiVista aims to level the playing field for visually impaired workers. This technology presents organizations with a significant opportunity to foster inclusivity and provide career advancement opportunities for an underrepresented demographic, contributing to a more equitable world.”
Chris Lewis, a UK-based telecoms industry and accessibility analyst, and Olivier Jouve, Chief Product Officer at Genesys, also emphasized the transformative impact of technology in creating opportunities for disabled individuals, highlighting the partnership’s role in advancing employee and customer experiences.
Genesys is committed to leveraging its technology for social good, with a goal to positively impact over 100 million lives annually through partnerships with nonprofits by 2030. Proceeds from EquiVista purchases will directly support Lighthouse Works in their initiatives to enhance career opportunities for the blind and visually impaired.