InspiriTec offers IT vocational training services to disabled people, as well as commercial contact center services to government, nonprofit and for-profit corporate customers. Their contact centers are staffed by customer service representatives (CSRs) with disabilities such as spinal cord injuries and blindness.
InspiriTec used an on-premise TeleVantage PBX system to support their contact centers. They realized they needed a contact center solution with more features, and sought a vendor who could make the system more accessible to blind and visually impaired CSRs. A key requirement was the ability to easily integrate with JAWS, a screen-reading software application for the blind from Freedom Scientific.
After considering proposals from several vendors, Inspiritec chose PureConnect Cloud to provide interactive voice response (IVR), skills-based routing, call recording and scoring to their CSRs.
- Cloud-based delivery model saves time and money
- Close collaboration with Genesys to resolve challenges quickly
“The tools enable me to do my job efficiently and accurately, giving customers the answers they need and solving their problems,”