Missouri: A case study in how to get smart about CX

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Learn how Missouri used AI to cut call wait times in half

When constituents interact with government agencies, they want the same digital services they get from the private sector.

To meet constituents’ expectations, government agencies must adopt modern CX strategies and the technology to deliver on them. The Missouri Department of Services did exactly that. With Genesys Cloud, the agency was able to improve experiences for both constituents and employees across phone and digital channels.

When you download the report, you will learn how Missouri used Genesys Cloud to:

Cut call wait times in half.

Drop the call deflection rate from 60% to 10%.

Improve employee experience with better call center scheduling.

Easily generate detailed reports for better time management and internal transparency.

Offload mundane work to AI, allowing employees to focus on more complex issues.

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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.

Missouri: A case study in how to get smart about CX​