Case Study: ClearAnswer - CVI achieves accessible, scalable contact-center operations and improved customer service with Alvaria

ClearAnswer - Customer Case Study

ClearAnswer Contact Center, part of Atlanta’s Center for the Visually Impaired, provides jobs and training for blind and visually impaired workers while funding CVI’s programs. Faced with the need for a unified, cost‑sensitive contact center platform that could integrate with assistive technologies (like the JAWS screen reader) and support a wide range of services for clients, ClearAnswer sought a vendor that understood its non‑profit constraints and accessibility requirements.

ClearAnswer implemented Noble Systems’ integrated solution—upgrading from the TouchStar platform to the Noble Enterprise with SIP telephony and tools such as the Composer Agent Desktop, IVR/Text‑to‑Speech, call recording, Audiofinder speech analytics and IP‑PBX. The JAWS integration and unified platform boosted agent productivity and quality, improved client satisfaction and coaching through speech analytics, simplified support, and gave ClearAnswer the flexibility to win business and grow.

ClearAnswer - CVI

Jim Carruthers

VP, Business Development