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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Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.