The federal government of Singapore acknowledges that Individuals with Disabilities (PWDs) have traditionally suffered from considerably diminished prospects of securing and retaining employment and is actively encouraging employers to search for methods to make the most of this very succesful however usually missed group. Silver Spring Pathfinder (SSP) is championing change on this entrance, seeing the strengths and abilities that PWDs can carry to contact middle operations and serving to to drive curiosity in PWD hiring, which has elevated 30% since 2020. 

The corporate shortly made a reputation for itself since launching in 2018, not solely as a enterprise course of outsourcing (BPO) associate of selection for organizations worldwide but additionally as a social enterprise with a mission to create significant employment alternatives for PWDs. SSP additionally seeks to rent stay-at-home dad and mom, a critically untapped group of job candidates.  

The corporate’s on-demand expertise pool is exceptionally expert, however there are particular necessities to make sure a optimistic worker (and thus, buyer) expertise: 

• SSP wanted the performance, reliability, and safety of its present on-premises contact middle however with a work-from-home expertise that’s undetectable from an in-office expertise.  
• Omnichannel is non-negotiable for offering PWDs the assist they should work comfortably and effectively (ex: speech-impaired brokers can work completely as text-based brokers).  
• As a number one BPO supplier, SSP is all the time on the lookout for methods to ship extra worth to its enterprise clients and their end-customers. How can they make customer support quicker, extra easy, and extra personalised?  

A cloud-architected platform was one of the best ways ahead, however SSP didn’t wish to spoil its present contact middle know-how. Avaya Expertise Platform allowed the corporate to innovate with omnichannel, digital work capabilities, and a lot extra all whereas retaining its core service. 

Customized agent interfaces 

SSP’s admins can customise agent interfaces, right down to the person seat if wanted, to make sure a custom-made worker expertise. This could embrace, for instance, the accessibility of solely channels a PWD focuses on (ex: chat or electronic mail for a hearing-impaired agent), whereas the agent toolbar can embrace extra icons and apps put in by the admin. These customized interfaces promote inclusivity and improve productiveness with a customized person expertise whereas positioning SSP as a vacation spot place to work for deprived Singaporeans.   

Extra methods for purchasers to interact 

Avaya Expertise Platform permits SSP to reliably ship superior interplay capabilities outdoors of simply conventional voice similar to video, chat, or messaging. This additionally contains personalised self-service choices on clients’ most popular channels 24/7, which supplies brokers a serving to hand to handle vital non-customer-facing work.  

Seamless work-from-home 

One of many high causes clients love Avaya Expertise Platform is its assist for distant work. Brokers will be within the workplace or across the globe and get the identical award-winning high quality, performance, reliability, and safety they’d count on onsite. SSP’s digital workforce has elevated, and the corporate is fielding purposes from lots of extra PWDs seeking to make a dwelling working from house.  

Extra capabilities by way of a single interplay platform 

Avaya Expertise Platform opens the door to all types of recent methods to work and interact. You can begin utilizing Synthetic Intelligence (AI) to ship extra personalised customer support (i.e., sensible routing, conversational AI, and real-time buyer insights). Supervisors can empower brokers to be their greatest with reside monitoring and computerized scorecards. SSP now has all of this and extra at its fingertips.    

SSP is a disruptor within the social enterprise area and Avaya permits them to strengthen their distinctive enterprise mannequin with none enterprise disruption.  

“Avaya Expertise Platform offers all of it, and we’re nonetheless capable of optimize our legacy system. We have now the liberty to decide on the know-how we’d like once we want it. We’re innovating and bettering in a sensible approach that works for our enterprise,” mentioned Tom Cheong, Founder and Managing Director, Silver Spring Pathfinder. 

Need innovation with out disruption? Register to attend Avaya Interact 2023 this June to study what Avaya Expertise Platform can do for your small business.