In a world where customer experience is often defined by speed and consistency, InspiriTec, Inc. is redefining the equation by blending technology with inclusion. The IT-support social enterprise, which prioritizes hiring veterans and professionals with disabilities, has upgraded from legacy systems to Genesys Cloud™, transforming its customer engagement and workforce management.
The move illustrates how AI-powered cloud platforms can do more than streamline operations—they can reinforce organizational purpose and create meaningful opportunities for underrepresented talent.
Cloud-Powered Service with a Purpose
InspiriTec faced a dual challenge: scaling operations for geographically dispersed teams while meeting the complex needs of government clients. Genesys Cloud provided the flexibility, reliability, and cost efficiency the company needed. Since migrating, InspiriTec reports lower operating costs, improved uptime, and the ability to deliver consistent service across government and enterprise accounts.
“Our work with Genesys represents far more than a technology upgrade; it reflects our purpose,” said John Connolly, CEO of InspiriTec. “Genesys has allowed us to modernize how we serve customers and empower our teams with the tools that inspire confidence to deliver empathetic, high-quality experiences.”
Workforce Engagement Meets Operational Efficiency
Central to InspiriTec’s strategy is Genesys Cloud Workforce Engagement Management, which supports forecasting, scheduling, and agent engagement. Gamification, speech and text analytics, and quality management have contributed to a 15% reduction in average handle time within just 45 days.
The platform also enables self-service options, allowing customers to quickly resolve basic inquiries and freeing agents to handle complex, high-value interactions. This approach underscores the company’s philosophy: empowered employees drive better customer experiences.
AI Enhancements on the Horizon
Looking forward, InspiriTec plans to integrate advanced AI features like Genesys Cloud Agent Copilot and Predictive Engagement, enabling employees to deliver faster, more personalized, and empathetic service. Real-time insights from AI promise to improve efficiency while reinforcing the company’s mission of inclusion.
“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 lowering operating costs while creating meaningful career opportunities for people with disabilities and veterans.”
Inclusion and Innovation in Harmony
InspiriTec’s story highlights a broader trend in HRTech and customer experience: technology is not just a tool for efficiency—it can be a force for social impact. By merging cloud innovation with purpose-driven workforce strategies, InspiriTec shows that accessibility, operational excellence, and empathetic customer service can coexist—and thrive.
For organizations exploring how technology can support both business outcomes and workforce inclusion, InspiriTec offers a compelling blueprint.
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