CASE STUDY the specialness of our workforce,” Connolly said. His emphasis reflects a core principle: InspiriTec’ s social impact and service excellence are inseparable, and both must be supported by best-in-class infrastructure.
To sustain its culture of caring while scaling operations, InspiriTec transitioned from an on-premises customer experience solution to Genesys Cloud. The move eliminated downtime risks and reduced the costs and limitations associated with legacy systems. Chief Project Officer Gordon Clinkscale noted the importance of reliability:“ The fundamental baseline of a contact centre is to be there for your clients and their customers. Genesys provides that crucial uptime for us with an intuitive system that’ s easy to use.”
Our people have empathy and heart. And when you combine those human traits with great technology, that’ s when real customer experience happens.
With Genesys Cloud, InspiriTec gained flexibility, reliability and stability to meet diverse service delivery requirements across its client base. The platform allows teams to tailor workflows based on project scope, respond quickly to changes and maintain consistent performance standards. Yet Connolly consistently returns the conversation to people.“ We see Genesys as a partner in fulfilling our mission not only to help our workforce, but also to serve our customers,” he said. For him, partnership means shared values as much as shared technology. paired with empathy and purpose, can unlock extraordinary results.
An award-winning contact centre and IT support social enterprise, InspiriTec creates employment opportunities for people with disabilities and Veterans through a distinctive model that blends advanced customer experience technology with deep human understanding. At the centre of this model is a commitment to employee experience. By equipping representatives with modern tools, comprehensive training and a supportive culture, InspiriTec fuels a virtuous cycle: empowered employees deliver exceptional service, which drives customer satisfaction and sustainable growth.
For President and CEO John Connolly, the technology decision was never just about upgrading systems. It was about reinforcing the organisation’ s mission and ensuring that its workforce could continue to thrive.“ We’ d like to be seen for the quality of the work we do rather than just for the specialness of our mission or
That philosophy is embedded in what Connolly calls InspiriTec’ s Culture of Caring.“ Our people have empathy and heart. And when you combine those human traits with great technology, that’ s when real customer experience happens,” he explained.“ We can say we offer the best technology and the best people to use it.” His comments underscore a belief that innovation must amplify human capability, not replace it.
The impact of the new platform has been tangible. Since implementing Genesys Cloud, InspiriTec has reduced implementation time for onboarding clients from roughly 90 days to between 45 and 60 days. Average handle time dropped by 15 % within the first 45 days of going live, and employee onboarding time decreased by 12 %. These improvements enable the organisation to scale quickly without compromising service quality.
Connolly views these gains as validation of the organisation’ s strategy.“ When we take care of our colleagues, they take care of our customers,” he said. Ensuring employees have intuitive tools and streamlined systems directly influences how effectively they can remove barriers for callers. Many clients, including the US Department of www. intelligentcio. com
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