US social enterprise InspiriTec modernises its help desk and contact centre operations with Genesys Cloud, cutting average handle time by 15% and reducing client onboarding time by half to drive greater efficiency and customer experience.
InspiriTec, a social enterprise IT services provider dedicated to removing barriers for customers and empowering employees, set out to modernise its help desk and contact centre operations to support continued growth. By implementing the Genesys Cloud platform, InspiriTec reduced average handle time by 15% and cut client onboarding time nearly in half, strengthening operational efficiency while elevating the customer experience. More importantly, the transformation reinforced the organisation’s belief that technology, when 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 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.”
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.
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 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 Programme 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.
