Sureway

Cloud solution creates scalability to match changing demand

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

“Genesys Cloud™ 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

Product

Genesys Cloud

Solutions

+1.888.436.3797

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.