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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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.