CASE STUDY
We wouldn’ t be a premier contact centre company if we didn’ t have the technical infrastructure that Genesys provides.
War, rely on InspiriTec to support individuals who are already navigating challenges. A significant portion of InspiriTec agents are Veterans and Wounded Warriors themselves, bringing empathy and shared experience to each interaction.
Genesys Cloud has also enhanced workforce management through forecasting and scheduling capabilities, enabling InspiriTec to size teams accurately and improve supervisor efficiency. Gamification features encourage engagement and skill development, driving unexpected productivity gains as agents strive to improve their performance. The IVR system allows rapid updates and provides customers with self-service options for basic information, freeing agents to focus on more complex inquiries.
Clients have noticed the difference. As Clinkscale observed, customers see continuous improvement in responsiveness and efficiency, building trust over time. For Connolly, trust is foundational.“ We wouldn’ t be a premier contact centre company if we didn’ t have the technical infrastructure that Genesys provides,” he said.“ But it also has great people. They truly care about us as a customer, always listen and always acquaint us with new features and capabilities. We appreciate our partnership.” His comments highlight that the relationship extends beyond software to collaboration and shared innovation.
The Genesys Charitable Discount Program further supports InspiriTec’ s mission by enabling reinvestment of savings into enhanced employee, client and customer experiences. Continuous improvement remains a guiding objective. The team measures success by its ability to serve clients more efficiently and effectively each year.
Looking ahead, InspiriTec is testing Agent Copilot and evaluating additional AI capabilities to assist agents during calls and accelerate problem resolution. Connolly sees these tools as the next step in strengthening both performance and purpose. By providing real-time support and insights, AI can help agents deliver faster, more accurate solutions while maintaining the empathy that defines the organisation.
Ultimately, InspiriTec’ s modernisation journey demonstrates that operational excellence and social impact can reinforce one another. Through Genesys Cloud, the organisation has built a resilient, scalable foundation for growth. Yet in Connolly’ s view, the true achievement lies in aligning technology with mission. By combining empathy, innovation and partnership, InspiriTec continues to remove barriers for employees and customers alike, proving that a culture of caring, supported by the right platform, can power both efficiency and enduring impact. •
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