Case Study: Sureway achieves rapid contact-center scalability and improved customer service with Genesys PureCloud

Cloud solution creates scalability to match changing demand

Sureway Employment & Training, a vocational education and employment services provider in Wagga Wagga, NSW, needed to scale its 40-agent contact center to meet rapid growth and short-notice government contracts. Its legacy phone system could not queue, prioritize or route calls, which hindered service delivery and planning.

After a six-week rollout Sureway moved to the Genesys PureCloud cloud contact-center (self-service, routing/IVR, call recording and chat), avoiding large upfront investments and on-premises management. The platform delivered faster onboarding, higher agent productivity, improved customer service through prioritized routing and call recording, better agent utilization, and the ability to scale capacity quickly as demand changes.

Sureway

Jacqui Fox

Project Leader