Eric Thomas, Chief Diversity Officer at Genesys image
Eric Thomas, Chief Diversity Officer at Genesys

Eric Thomas, Chief Diversity Officer at Genesys, explores how the emergence of advanced assistive technology can be utilised to create a more inclusive workplace and make a difference.


The modern workplace is in a constant state of flux, with new systems and processes emerging regularly. This evolution can be momentarily disruptive for many employees. However, it’s crucial to consider the perspective of visually impaired workers. For these individuals, adapting to the ever-changing dynamics of contemporary work environments poses persistent and distinctive hurdles that extend far beyond temporary inconvenience.

study from late 2022 found that only 25 percent of people with a visual impairment are in paid employment. It is clear that something needs to be done to boost this statistic and make the workplace more inclusive. Fortunately, advancements in technology offer a promising opportunity to address this challenge.

As October marks World Sight Day, it’s an opportune time to explore how cutting-edge technology can be leveraged to create more accessible and accommodating work environments for those with visual impairments.

Tackling the issue with technology

Building upon this technological progress, organisations can harness innovative solutions to foster more inclusive workplaces. By prioritising digital accessibility, companies lay a vital foundation for empowering visually impaired individuals. This approach not only cultivates a more diverse and equitable work environment but also enables businesses to access a wider talent pool.

One key example is the use of Job Access With Speech (JAWS) screen reading software, which is transformative for individuals with visual impairments. JAWS reads aloud everything on the screen, from text to menus, and even describes images when accessible. It enables users to control their computers entirely through the keyboard by providing auditory feedback as they navigate, type, and interact with applications. This comprehensive support allows users with visual impairments to write documents, browse the web, manage emails, and perform complex tasks just as efficiently as their sighted peers. By eliminating the need for visual interactions or mouse-based navigation, JAWS significantly enhances productivity while fostering independence and confidence among visually impaired employees.

Beyond assistive technology software, other accessibility-focused technologies are equally vital. For instance, the implementation of alt text on websites can make a significant difference. Alt text refers to the textual descriptions that are added to images, enabling screen readers to convey the visual information to users with sight loss. This simple yet impactful feature ensures that individuals who are visually impaired can fully engage with digital content, rather than being excluded.

Creating more employment opportunities

However, despite these advances in technology, the employment landscape for individuals who are visually impaired remains challenging. Firstly, legacy software systems are often still not fit for purpose, lacking the necessary accessibility features that allow individuals who are visually impaired to perform their jobs effectively. These outdated systems frequently struggle with screen reader compatibility, creating barriers in day-to-day tasks.

Secondly, there’s a clear correlation between this technological gap and the underemployment of individuals who are visually impaired. Many employers, aware that they lack the proper tools to support individuals who are visually impaired, may hesitate to hire from this community. This creates a cycle where limited job opportunities persist due to inadequate technological infrastructure.

Genesys and Lighthouse Works recently announced a partnership to directly addresses these challenges. By developing EquiVista, an application available on Genesys Cloud, we’ve created a solution that’s specifically designed with accessibility in mind. EquiVista offers a simplified, customisable user interface that adapts to individual visual abilities and integrates seamlessly with screen reading software like JAWS.

This innovation not only makes existing systems more accessible but also provides employers with the tools they need to confidently hire and support individuals who are visually impaired. By tackling both the technological and employment barriers simultaneously, the Genesys and Lighthouse Works partnership paves the way for increased job opportunities in the customer experience sector and beyond. It demonstrates that with the right tools, individuals who are visually impaired can excel in roles previously considered challenging, encouraging more businesses to create inclusive workplaces and tap into this underutilised talent pool.

Enhancing training and support

Crucially, businesses must also provide comprehensive training and support to help individuals who are visually impaired integrate technologies into their workflows. Offering one-on-one guidance and ongoing technical assistance can help ensure a smooth transition and foster a sense of confidence and empowerment.

It’s essential that organisations take a proactive, personalised approach to training. Rather than assuming a “one-size-fits-all” solution, HR and IT teams should work closely with individuals who are visually impaired to understand their unique needs and preferences. This could involve demonstrating how to effectively use screen readers, magnification software, or voice command tools, and providing tailored troubleshooting support.

Importantly, this emphasis on training and support should extend beyond just the individual employee. It’s equally vital that businesses educate the broader workforce on accessibility best practices and foster a culture of empathy and inclusion. By helping sighted colleagues understand the assistive technologies in use and how to collaborate effectively, organisations can break down any lingering stigmas or misconceptions.

What’s next for the workplace?

Making sure the workplace is an accessible place needs to be an utmost priority for businesses. Enabling an inclusive workplace for the visually impaired will allow so many more individuals to enhance their career and become employed within this group.

The use of advanced technology can be used to revolutionise the workspace and make it more reachable for those with limited vision. Although World Sight Day is only one day, making the workplace inclusive for the visually impaired needs to be implemented all year round, going forward.


About the author

Eric Thomas leads the Diversity, Equity and Inclusion practice at Genesys. He is charged with developing global programmes that deliver progressive diversity and foster an inclusive culture throughout the company. Prior to his current role, Eric served as Vice President, Global Delivery, in Genesys Professional Services, leading a team of more than 450 employees responsible for worldwide implementation services. Eric holds a bachelor’s degree in business and a master’s degree in business administration from Eastern New Mexico University, as well as an executive management certificate from the London School of Business.

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