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4th European eAccessibility Forum

eAccessibility of Public Services in Europe

12/04/2010, 9:00 - 18:00
Cité des Sciences et de l'Industrie - Paris, France

  Version française
Printable version

Making Contact Center applications accessible. A case study : Genesys Agent Desktop

Boris NICOLAS (France)

Speaker's information

photo de Boris Nicolas

Boris graduated from ENIB (French Engineering School) in 1992. He joined Alcatel-Lucent in 1994 as a software engineer in the Enterprise R&D department at Brest. From 1994 to 1998, he implemented PABX embedded applications, ranging from signaling protocols to TAX and Hostel applications. In 1998, he re-oriented his career towards CTI applications, starting with a contribution to several Enterprise and Call Center applications (as such as mobility applications, and campaign management).

In 2000, with the acquisition of Genesys by Alcatel, he took the lead and responsibility of implementation of Genesys Desktops (first productized Agent Desktop for Genesys), and Mid Market packaging. He recently enabled accessibility in current Genesys Desktop, to allow usage of the application by people with disabilities in large call centers (mostly targeted at blind agents), and promoted accessibility in the new product line (Interaction Workspace).



[Notice : The short papers of this conference have been prepared by BrailleNet who accept any responsibility for them. But presentation materials provided for download (full-papers or slides) have been provided by the authors themselves]

The Genesys Agent Desktop is a tool to increase agents productivity call center multimedia. It provides a number of functions to facilitate the treatment of interaction between the agent and a customer call center:

- Automatic display of Client Data

- Access to communication history with the customer

- Access to directory clients

- Processing function media chat, email, SMS, fax, ...

- Tool for internal collaboration

- Monitoring

- ...

The case study deals with the project that led to making the interface agent call center or "Genesys Agent Desktop" accessible, in response to a tender issued by a European telecoms. The objective was to:

- Make readable by the application of third party applications (for use by the blinds or visually impaired)

- Making application usable without a mouse or even make the application independent of the hardware used to interact with it (makes effective use of Braille shelf for example).

- Making application fully navigable by keyboard action (keystroke 'shortcuts', browsing lists, management focus and selecting items).

- Making real-time aspect of the application accessible to blind people through the generation of audible signals indicating the change of states of the communication.

This work was conducted in association with a non-seeing, especially for the validation aspect, and required an overhaul of the web interface to provide an ergonomically suitable content.

Evolution :Genesys Agent Desktop will be progressively replaced by a new software : Interaction Workspace. With the help of what we learned through the implementation of Genesys Agent Desktop, we decided for this new project to address accessibility problems from the very beginning of our creation process, in order to implement upstream all the necessary mechanisms. It will reduce the cost of this new application development and increase its efficiency.

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