Leading public sector organizations trust Genesys and AWS

Creating a single digital front door

Somerset Council puts customers first by unifying service organizations and empowering frontline teams

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Customers living in the English county of Somerset used to be served by five separate local government authorities and multiple contact centers. Now, consolidated on the Genesys Cloud^® platform, a united Somerset Council is at the heart of public services delivery. Ultra-efficient digital assistants have replaced long, confusing IVR menus — cutting abandonment rates in half and getting customers to the right department 47% faster. Other results include reductions in wait times; above-target customer satisfaction ratings; and cost and time savings.

With Genesys Cloud running on Amazon Web Services, Somerset Council transformed its customer experience to achieve:

50% reduction in abandoned calls
47% faster placement of customers in correct queues
90% success rate for bot routing

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Creating a single digital front door