Deaf people are now able to communicate with each other in sign language by using video call or message capabilities available on smart phones. This represents a significant improvement in lifestyle choices where previously communication was limited to text in a 2nd language such as Afrikaans, English or Xhosa.

The Deaf Contact Centre delivers the ability to service communication in Sign Language by leveraging rich digital media calls or messages, as well as more traditional communication modes such as text and file transfer. The specifics of the modes allows for effective asynchronous messaging, enabling the reduction in the complexity of the technical solutions to manage the queuing and handling of the communication.

The centre also allows for an ecosystem of rich capabilities embedded in mobile apps to structure and formalise messages to deliver complex services when users have a simple interface. the EMS project utilises this capability to deliver emergency support.