Case Study: InspiriTec achieves accessible, scalable cloud contact centers for CSRs with disabilities with Genesys PureConnect

Nonprofit deploys cloud customer engagement solution to help service reps with disabilities better serve customers

InspiriTec is a nonprofit that provides IT vocational training and runs contact centers staffed largely by people with disabilities. Facing limits with an on‑prem TeleVantage PBX, the organization needed a cloud contact‑center solution that added advanced features, reduced maintenance and—critically—integrated with JAWS screen‑reading software so blind and visually impaired CSRs could access call and screen information on their PCs and scale quickly across locations.

InspiriTec selected Genesys PureConnect Cloud (IVR, inbound routing, self‑service, workforce optimization, analytics and integrations) and worked with Genesys to integrate and troubleshoot JAWS compatibility. The deployment now supports more than 40 CSRs across centers and home agents, enabling faster, more accessible customer handling, lowering on‑prem maintenance costs, and delivering quick problem resolution through close vendor collaboration.

InspiriTec

Irma Mitchell

Customer Service Representative