Sureway

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

Challenges

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

Product

• Genesys Cloud CX

Solutions

• Automated Routing
• Self-Service