DWP

Contact center transformation puts focus on citizens

Exceptional customer care is making a real difference to citizens whose well-being depends on quickly reaching the Department for Work and Pensions (DWP). Powered by the Genesys^TM solution, the DWP state-of-the-art contact center provides 130 sites with fast access to integrated communications and management tools.

All incoming contacts are collected in one queue and routed to the best-placed available expert. With a single, real-time view across all channels — voice, email, webchat and social media — agents multitask and work more efficiently.

Customers have more ways to get in touch, while the DWP benefits from improved planning and understanding of agent workloads. Introducing new digital channels has also resulted in a large drop in calls. Such efficiencies, combined with cost reductions, are set to deliver eight-figure savings over a five-year period.

Benefits

Reduced call volume and duration
Lowered costs
Improved customer experience
Increased agent productivity and satisfaction

Challenges

Give customers more options for using digital channels
Make service faster and more cost effective

Product

Genesys

Solutions

Read the customer story

“Our customers want to engage digitally—and choose how, when and where they do that.”

Mick Turnbull, Product Owner, Contact Center, DWP

+1.888.436.3797

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.