All, we are looking a similar requirement to have GC support TTY.. Hopefully we can find a solution that really does not require yet another piece of software on the associates machine.. We have SMS and Web messaging, i wonder if there is a mechanism in place to capture TTY as either SMS or some kind of messaging.. If so, we can have the complete interaction/transcript records..
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Shalom Benzaquen
Elevance Health
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Original Message:
Sent: 12-18-2023 11:40
From: Martin Bunting
Subject: Hard of Hearing TTY support
Our customer never moved forward with NexTalk TTY but I have a contact name and some documentation I will pass along.
Ian Thomas
Sales Manager
801-545-4408 – Office
801-664-5347 – Mobile
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Martin Bunting
i3Vision Technologies Inc.SC
Original Message:
Sent: 12-18-2023 09:25
From: Jose Contreras
Subject: Hard of Hearing TTY support
Hi Martin,
My healthcare company just contracted with NexTalk and have asked me to assist with the integration of their product. However, when I initially spoke with and requested their product white paper, installation guides or diagrams, the assigned engineer told me he didn't have any. All I needed was a SIP trunk and a plain queue defined in Genesys, but I found this lacking. Who did you work with at NexTalk? My direction is to have this stood up before end of year but currently I'm in a holding pattern for more information. Thank you.
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Jose Contreras
AdvantageCare Physicians, P.C.
Original Message:
Sent: 03-26-2023 11:34
From: Martin Bunting
Subject: Hard of Hearing TTY support
I reached out to NexTalk and they provided me with a Call center Call Flow Diagram and stated they have integrated with Genesys many times. Thanks for the heads up.
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Martin Bunting
i3Vision Technologies Inc.Principle Solution Consultant
Original Message:
Sent: 03-24-2023 09:04
From: Marty Hand
Subject: Hard of Hearing TTY support
Good morning. As a federally funded crisis hotline, we are required by legislation to offer a TTY solution for survivors. Since our move to Genesys Cloud 3 years ago, we adopted NexTalk SimpliciTTY as our solution. It allows TTY calls to come into the queue and be routed to agents who have their appropriate software to to answer and interact with the caller. Their service also acts as an authenticator to ensure whoever is calling the TTY number is an acctual TTY user and not someone who just dialed the wrong number. Also, they offer voice translation services for customers who don't speak a language you have in your staff.
https://www.nextalk.com/.
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Marty Hand
National Domestic Violence Hotline
Original Message:
Sent: 03-22-2023 11:46
From: Martin Bunting
Subject: Hard of Hearing TTY support
I have a customer asking for support with Genesys Cloud and persons hard of hearing and or TTY support. Has anyone dealt with this and did you come up with a solution to support this capability?
#DigitalChannels
#Integrations
#Telephony
#Unsure/Other
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Martin Bunting
i3Vision Technologies Inc.Principle Solution Consultant
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