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Home > Customer Stories > Sureway

Sureway

Cloud solution creates scalability to match changing demand

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Established in 1991, Sureway is one of Australia’s leading providers of vocational education and training services. The company works closely with business and industry to identify necessary skill sets and develop educational courses to match them.

In 1998, the company was contracted by the federal government to deliver employment services to clients in regional New South Wales. Subsequently, Sureway grew to provide services in rural and regional Victoria and South Australia metropolitan and regional areas. The Sureway expertise in employment and training enabled them to support job seekers in their quest to achieve sustainable employment.

We had been relying on a business phone system that was really not suited to what we were trying to do,” said Jacqui Fox, Sureway Project Leader. “We had no way to prioritize or queue calls, or route them to particular staff in the center.”

As the company grew, the challenge became more acute. With Sureway continuing to secure further government contracts, the management team realized changes had to be made.

Benefits

  • Improved customer service levels
  • Better utilization of agents
  • Ability to scale rapidly to meet changes in demand

“PureCloud provides a solid platform that will enable the contact center to grow as business demands increase. With Genesys, I know we have a vendor who understands our needs and can deliver exactly what we require to keep the business running efficiently and effectively.”

Jacqui Fox, Project Leader, Sureway

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Challenges

  • To support a rapidly growing business and replace unsuitable phone system

Platform

  • Genesys PureCloud Platform

Solutions

  • Automated Routing
  • Self-Service

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About Genesys

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.

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