Why Your Accessibility Strategy Belongs in the Cloud

For too long, accessibility was synonymous with "hardware." It was a siloed workflow that slowed down support and treated Deaf and hard-of-hearing customers as a burden.

In a modern, cloud-first environment, accessibility cannot be a standalone station. It must be an integrated part of the infrastructure. NexTalk has moved the entire accessibility stack, not just TTY, into the cloud, allowing organizations to deploy a seamless, secure and fully compliant communication layer directly into their existing platforms.

The fear of modernizing often stems from the fear of disruption. IT leaders worry that upgrading accessibility means ripping out their current systems.

NexTalk eliminates that risk by operating as a secure “plug-in” solution. Whether your contact center runs on Genesys, Amazon Connect, or another major CCaaS platform, our software integrates directly into the agent’s browser-based desktop.

This seamless interface means agents never have to leave their primary workflow. When an accessible call arrives, the NexTalk interface appears instantly. There is no new hardware to buy and no analog lines to maintain.

While TTY remains a critical compliance baseline, modern accessibility is about choice. A strategy that is truly inclusive of all customers requires a suite of tools that adapt to the user's specific needs.

NexTalk’s cloud platform delivers a comprehensive range of modalities in one interface:

• Video Remote Interpreting (VRI): For complex interactions like healthcare triage or financial consultations, text isn't always enough. VRI connects agents to qualified American Sign Language (ASL) interpreters on demand, bringing face-to-face clarity to remote interactions.

• Over-the-Phone Interpreting (OPI): Access shouldn't stop at hearing loss. Our integrated OPI connects your agents to interpreters for over 200 spoken languages, ensuring that limited-English proficient (LEP) callers receive the same level of service as anyone else.

The Security of a Closed Loop

One of the most critical advantages of NexTalk’s cloud architecture is control. Without integrated tools, staff often resort to using personal, consumer-grade translation apps to bridge communication gaps.

This eventually opens the door to massive data risks. Consumer apps often store data in public clouds and lack the encryption required by HIPAA or GDPR. NexTalk closes this loop. By processing every interaction within your secure, authorized network, we ensure data security and provide the rigorous audit trails required for federal compliance.

Your customers and contact center have moved to the cloud. It is time for your accessibility strategy to join them.

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