InspiriTec, Inc., a social enterprise dedicated to inclusive employment, is leveraging the Genesys Cloud AI-powered platform to equip its workforce of veterans and professionals with disabilities. This partnership demonstrates how advanced customer experience technology can scale impact, drive operational excellence, and foster a culture of empathy and purpose.
Quick Intel
InspiriTec uses Genesys Cloud to support its mission of inclusive employment for veterans and people with disabilities.
The cloud platform unified operations for its dispersed workforce and complex government clients.
Implementation led to reduced operating costs and improved system uptime and reliability.
Workforce Engagement Management tools contributed to a 15% reduction in average handle time.
Self-service options streamline customer interactions, letting agents focus on complex issues.
Future plans include exploring AI capabilities like Agent Copilot and Predictive Engagement.
Modernizing for Mission and Scale
To expand its social impact, InspiriTec needed a flexible, unified platform to replace its legacy on-premises system. The move to the cloud-based Genesys platform provided the stability and adaptability required to support growing government and enterprise contracts. This technological foundation is critical for delivering the consistent, high-quality service that reflects the organization's core values of inclusion and operational excellence.
“Our work with Genesys represents far more than a technology upgrade; it reflects our purpose,” said John Connolly, president and CEO of InspiriTec. “Genesys has allowed us to modernize how we serve customers and empower our teams with the tools that inspire the confidence to deliver empathetic, high-quality experiences. It’s proof that innovation and inclusion can combine to strengthen the communities we serve.”
Empowering Agents with AI and Analytics
Guided by the principle that empowered employees create better experiences, InspiriTec utilizes Genesys Cloud Workforce Engagement Management. The organization uses forecasting, gamification, and speech and text analytics to drive continuous improvement. These tools have made agents more efficient and engaged, contributing to a significant 15% reduction in average handle time within the first 45 days of deployment.
Streamlining the Customer Journey
The implementation of AI-powered self-service options allows customers to find quick answers independently. This improvement efficiently streamlines support interactions, enabling InspiriTec's employees to dedicate their expertise to more complex and high-value customer issues, thereby enhancing overall service quality.
A Future Built on AI and Human Connection
Looking ahead, InspiriTec is exploring advanced Genesys AI capabilities like Agent Copilot and Predictive Engagement. These tools aim to provide deeper real-time insights and intelligent agent support, paving the way for faster, more personalized, and empathetic customer interactions.
By integrating the intelligence of the Genesys Cloud platform with its human-centric mission, InspiriTec is creating a powerful model where technology actively fosters opportunity, strengthens community impact, and elevates both employee and customer experiences.
About Genesys
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.
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