Article: 13th December, 2006: NEW SERVICE FOR DEAF PEOPLE DOWN UNDER

Motoring group NRMA has supplemented its TTY (teletype) contact number for the hearing impaired with an SMS service.

The TTY contact number allows deaf and hearing impaired users to call the contact centre over a telephone line, but the user equipment is often hard to come by and unavailable when travelling by car. NRMA implemented a Soprano SMS solution which receives and routes incoming SMS messages to a Microsoft Outlook inbox within the NRMA contact centre.

The system may also allow the contact centre agents to more quickly contact the organisation's more than 1000 drivers with dispatch or other information. "It's hard to do this when you've got to have someone staring at the screen all the time, but the audible alarms and checks we put in it give hearing impaired customers a level of confidence when they're out on the road," said NRMA's Graham Dempsey. "They expect the SMSs to be handled in the same way as any other call, and this system has given us exactly what we wanted to make that happen."

 

Join Our Call Centre Newsletter
Email:

 

 

 


 

2006, www.call-centres.com