Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced that InspiriTec, Inc. is advancing its mission of inclusive employment for veterans and professionals with disabilities by equipping its workforce with advanced tools to deliver exceptional service. By combining the intelligence of the Genesys Cloud™ platform with a culture rooted in empathy and purpose, the IT-support social enterprise demonstrates how technology can create opportunity, strengthen communities, and elevate customer experiences.

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To scale its impact, InspiriTec required a flexible, cloud-based platform capable of unifying customer engagement operations, supporting a geographically dispersed workforce, and adapting to the complex requirements of its government clients. Since transitioning from a legacy on-premises system to Genesys Cloud, InspiriTec has reduced operating costs while improving uptime and reliability.

With the flexibility and stability of Genesys Cloud, InspiriTec is better positioned to support its growing government and enterprise customer base while delivering consistent, high-quality service aligned with its mission 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.”

Guided by the belief that empowered employees create better customer experiences, InspiriTec leverages technology to support people at all stages of their careers. Using Genesys Cloud Workforce Engagement Management, the organization has enhanced forecasting and scheduling, engaged agents through gamification, and applied speech and text analytics alongside quality management tools to drive continuous improvement.

These enhancements contributed to a 15% reduction in average handle time within the first 45 days of deployment, resulting in more efficient operations and a more empowered workforce.

To further enhance responsiveness, InspiriTec implemented self-service capabilities that allow customers to quickly access answers and support without waiting for an agent. This improvement streamlines the customer journey and enables employees to focus on more complex, high-value interactions.

“InspiriTec demonstrates what it means to put people at the heart of every interaction,” said Scott Cravotta, Chief Customer Officer at Genesys. “By using AI to streamline operations and elevate human connection, they’re not only lowering operating costs but also creating meaningful career opportunities for people with disabilities and veterans.”

Looking ahead, InspiriTec is exploring additional AI capabilities such as Genesys Cloud Agent Copilot and Genesys Cloud Predictive Engagement to further enhance agent efficiency and personalize customer interactions through deeper real-time insights. These tools provide intelligent support that enables employees to deliver faster, more personalized, and empathetic customer experiences.

With Genesys, InspiriTec is not only transforming its operations—it is shaping a future where technology empowers every individual to contribute, connect, and thrive. By blending innovation with purpose, the organization demonstrates that accessibility and excellence can work together to create meaningful connections and measurable impact.