CSD Access to Debut Direct Video Calling at Customer Contact Week

The current standard for many contact centers forces Deaf and Hard of Hearing customers to rely on three-way relay services, a process that inherently introduces delays and potential miscommunication. CSD Access argues this model is obsolete, proposing instead a point-to-point connection that allows customers to speak directly with sign-language-fluent representatives. This approach is already utilized by major organizations including Google, Walmart, and the 988 Suicide & Crisis Lifeline.

Greg Pollock, Division President of CSD Access, emphasizes that the shift is both a matter of social equity and operational efficiency. By removing third-party interpreters, companies can reduce call handle times by up to 40 percent and increase total call volume capacity by as much as 343 percent. For the 11 million Deaf and Hard of Hearing individuals in the United States, who collectively hold an estimated $9 billion in discretionary income, this direct-access model translates to a significantly improved customer experience.

During the upcoming conference, CSD Access will manage on-site accessibility services, including sign language interpretation for main-stage events. On June 25, Pollock is scheduled to present a session titled "Creating Equitable Customer Experiences for Deaf Consumers," where he will detail the business impact of adopting language-matched communication. The company, a division of the Deaf-led organization Communication Service for the Deaf, aims to transition the industry away from relay-dependent models toward seamless, one-to-one service.