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

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

Download the case study to learn more.