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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