The Power of Integrating Third-Party TTY Services for Contact Centers

Enhancing Accessibility and Customer Experience for Deaf and Hard-of-Hearing

In today's customer-centric landscape, contact centers are continually seeking ways to improve accessibility and customer experience. One vital aspect of this endeavor is ensuring that all customers, including those with hearing impairments, can communicate effectively with call center agents. To achieve this goal, call centers may integrate third-party providers specializing in TTY (Teletypewriter) services. Below you can learn the reasons that call centers choose to integrate third-party TTY service software and how this integration enhances accessibility, customer satisfaction, and compliance.

SaaS TTY Services for Contact Centers Enhance the Customer Experience

Call centers have a duty to uphold equal accessibility for all customers, and integrating TTY services for contact centers helps them meet this important requirement. By doing so, call centers demonstrate their commitment to accessibility regulations and guidelines, such as the Americans with Disabilities Act (ADA) in the United States.

Data from the U.S. Census Bureau shows that approximately 37.5 million adults in the U.S. aged 18 years and older report some trouble hearing, and around 2 million adults are classified as deaf, globally the World Health Organization (WHO) has this number at 460 Million. As the aging population grows, so does the number of individuals with hearing impairments, highlighting the need for inclusive customer service. Here are a few benefits: 

Empowering Deaf and Hard of Hearing Customers

The integration of TTY services specifically caters to customers who are deaf or hard of hearing. Providing accessible communication options enables call center agents to effectively interact with this segment of customers, ensuring that their inquiries are addressed and their needs are met. For these individuals, communication through traditional voice channels can be challenging, and introducing a relay operator creates frustrations and inefficiencies, making TTY services a crucial solution to bridge this communication gap.

Expanding Customer Reach

With TTY services in place, call centers can extend their services to a broader customer base. By offering accessible communication options, call centers become more inclusive and attract customers who may have otherwise faced challenges in reaching out to the center.

Research from the International Telecommunication Union (ITU) indicates that the use of text-based communication services, such as TTY, is growing steadily worldwide. This growth has come from TTY moving from a desktop teletype machine to a mobile toggle on a customer's iPhone. These services have become essential tools for enabling communication among diverse audiences, making it imperative for call centers to adapt accordingly.

Enhancing the Customer Experience

Providing TTY services enhances the overall customer experience for individuals with hearing impairments. With real-time conversations enabled on their mobile device and in your call center, these customers can communicate with call center agents directly, just like any other customer, leading to positive interactions and higher satisfaction levels.

A study published in the Journal of Deaf Studies and Deaf Education emphasizes that accessible communication positively impacts the overall customer experience. By catering to the unique communication needs of individuals with hearing impairments, call centers can build stronger relationships and foster loyalty among this customer segment.

Supporting Multi-Channel Communication

Integrating TTY services for contact centers complements a call center's multi-channel communication strategy. This approach ensures that customers have the freedom to choose the communication channel that best suits their preferences, whether it be TTY, voice, chat, or email.

Research conducted by Aspect Software reveals that 71% of customers want the ability to choose the method of communication with a company. By offering multi-channel communication options, call centers cater to the diverse preferences of their customers, leading to higher engagement and satisfaction.

Leveraging Specialized Expertise

Third-party TTY service providers are experts in accessible communication solutions. By partnering with them, call centers can leverage the knowledge and experience of professionals who understand the unique requirements of customers with hearing impairments.

According to the National Institute on Deafness and Other Communication Disorders (NIDCD), individuals with hearing loss benefit from accommodations tailored to their specific needs. TTY services, with their specialized expertise, ensure that call centers deliver effective and inclusive communication experiences.

Integrating a Third-Party TTY Service for Contact Centers Increases Efficiency

Integrating third-party TTY software can be cost-effective for call centers compared to developing and maintaining in-house solutions or relying on external relay services. This approach eliminates the need for significant investments in infrastructure.

• Avoidance of Initial Investment: Developing an in-house TTY system requires significant initial investments in hardware, software, and specialized equipment. The costs associated with creating and setting up a dedicated infrastructure can be substantial, particularly for call centers with limited budgets.
• Reduction in Overhead Costs: Maintaining and managing an in-house TTY system involves ongoing operational expenses, such as IT staff salaries, training, and software licensing fees. By opting for a third-party TTY service, call centers can reduce overhead costs, as these expenses are typically covered by the service provider.
• Economies of Scale: Third-party TTY service providers often serve multiple clients, which allows them to leverage economies of scale. As a result, the cost per call for each client is generally lower than if the call center were to handle the service independently.
• Access to Advanced Technology: Specialized TTY service providers invest in state-of-the-art technology and infrastructure to deliver seamless communication services. By integrating with such providers, call centers gain access to advanced technology without incurring the high costs associated with developing and maintaining their own solutions.
• Cost Predictability: With third-party TTY services, call centers benefit from predictable and transparent pricing models. Service agreements outline the costs and the scope of services provided, enabling call centers to budget accurately and avoid unexpected expenses.
• Rapid Deployment and Scalability: Implementing in-house TTY solutions may involve lengthy development and deployment timelines. In contrast, third-party providers offer plug-and-play solutions that can be quickly integrated into existing call center systems. Additionally, as call volumes fluctuate, third-party providers can easily scale their services to meet the call center's requirements.
• Reduced Maintenance and Support: Third-party TTY service providers assume responsibility for the ongoing maintenance and support of their services. Call centers can offload the burden of troubleshooting, system updates, and technical support to the service provider, freeing up internal resources. This relieves call center resources from the burden of managing the service's day-to-day operations.
• Focus on Core Operations: By entrusting TTY services to specialized providers, call center staff can concentrate on their core operations, including delivering exceptional customer service. This allows call centers to allocate their resources strategically and focus on areas critical to their success.
• Enable Scalability and Flexibility: Integrating TTY services through a third-party software grants call centers the flexibility to scale their accessibility solutions as needed. This adaptability is particularly beneficial during periods of high call volume or when the call center is expanding its services. By relying on third-party TTY software, call centers can efficiently adjust their accessibility capabilities to meet changing customer needs by increasing or decreasing seat licenses.
• Mitigating Risks: Working with established and reputable TTY service providers reduces the risks associated with implementing and managing a new service. Call centers can focus on their core operations, secure in the knowledge that accessibility is in the hands of experts.

Meet the only Third-Party SaaS TTY Provider: NexTalk

NexTalk stands out as a comprehensive TTY software solution that empowers contact centers to deliver inclusive and top-notch customer service. NexTalk fulfills the needs of call centers, contact center architects, and customer experience officers, providing easy-to-implement third-party software that enhances services for customers with hearing impairments while ensuring operational efficiency and robust security.

NexTalk’s Access Contact Center includes TTY (Teletypewriter) services, which allow text-based communication between call center agents and customers with hearing impairments. The software sits in line with your SIP connection and facilitates direct and real-time communication between call center agents and customers, allowing seamless interactions without any intermediaries or relay agents. This direct connection can lead to faster call resolution and enhanced customer experience and helps contact centers comply with accessibility regulations, such as the Americans with Disabilities Act (ADA).

By integrating NexTalk's TTY services for Contact Centers, call centers can comply with accessibility regulations, empower customers with hearing impairments, expand their customer base, and foster positive interactions. Additionally, NexTalk's commitment to security and customer support ensures a seamless and secure integration process. With NexTalk as their trusted partner, call centers can elevate their customer service standards and create a truly inclusive and customer-centric environment.

The Power of TTY Software Integration

Integrating third-party providers specializing in TTY services for contact goes beyond compliance with accessibility regulations. TTY software delivers a broader customer reach, and enhanced customer experiences for individuals with hearing impairments and ultimately makes call centers better equipped to provide top-notch services to their diverse clientele. By partnering with expert providers, call centers demonstrate their commitment to creating an accessible and customer-centric environment that fosters positive interactions and strengthens customer relationships.

In conclusion, integrating software, like NexTalk Access Contact Center, empowers call centers to deliver inclusive, accessible, and excellent customer service. It ensures compliance with accessibility regulations, expands the reach of the call center, and contributes to an enhanced customer experience for individuals who are deaf or hard of hearing.