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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-premises 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 the Genesys PureConnect™ Cloud platform to provide IVR, skills-based routing, call recording and scoring to their CSRs.
“The tools enable me to do my job efficiently and accurately, giving customers the answers they need and solving their problems.”
Irma Mitchell, a long-time CSR who is blind and winner of the SourceAmerica President’s Award.