Partnership to allow brands to gain valuable perspective from their visually impaired customers
Genesys, a global cloud leader in customer experience orchestration, has announced it is the first and only customer experience vendor to provide accessible experiences through Be My Eyes, the mobile app and largest global community for the visually impaired. The two companies are giving visually impaired people brand new tools to navigate customer service more easily.
This partnership will allow brands to gain valuable perspective from their visually impaired customers, providing remote assistance to Be My Eyes users. In need of assistance, customers can make a video call through Be My Eyes with the agent who will help them find exactly what they’re looking for in the store.
Accessibility is a crucial but often overlooked aspect of customer satisfaction and retention. When it’s not easy for consumers to use a product or service, they’re likely going to do business elsewhere. This native integration enables the visually impaired to connect with sighted contact center agents for visual assistance through a live video call. This happens through the Be My Eyes app, which is integrated with the Genesys platform — enabling agents to offer immediate answers.
This partnership will allow over 7,000 Genesys customers using Genesys to connect more seamlessly with their customers and, in turn, deliver empathetic and inclusive experiences.
Peter Graf, chief strategy officer of Genesys, said:
“We’re putting empathy in action with our partnership with Be My Eyes. It’s time to further expand the accessibility of customer service and more deliberately design customer engagement solutions for everyone.”
“Many companies get calls from visually impaired customers, but often are not prepared to answer them. As part of our Experience as a Service vision, we believe every customer’s experience must be empathetic, effective and efficient. The integration of Genesys cloud solutions and Be My Eyes is an important step into this direction.”
Christian Erfurt, CEO and co-founder of Be My Eyes, said: “Calling for support can be one of the most frustrating or enlightening experiences a person can have, even more so when you are one of the 2.2 billion people worldwide living with blindness or a low level of vision. At Be My Eyes we connect thousands of people every day to share eyesight and insight, and we’re so thrilled that Genesys has opened the door for us to amplify our mission and impact.”