Case Study: InspiriTec achieves 15% lower average handle time with Genesys Cloud from Genesys

InspiriTec boosts efficiency and decreases AHT by 15% with Genesys Cloud

InspiriTec, a social enterprise and Genesys customer, needed a more efficient way to scale client onboarding and support growing demand while maintaining high-quality, empathetic service. Its previous process took about 90 days to go from contract to go-live, and agents needed a faster, easier platform to get up to speed.

Genesys implemented Genesys Cloud, including workforce engagement, IVR, forecasting, scheduling, and gamification tools. The results included a 15% reduction in average handle time within 45 days, client onboarding cut nearly in half to 45–60 days, and faster agent proficiency and employee onboarding, helping InspiriTec improve efficiency and responsiveness.

InspiriTec

John Connolly

President and CEO