Genesys Customer Stories
See how agencies around the world are transforming government service
Governments across the globe are modernizing public services by adopting cloud-based, AI-enabled engagement platforms that streamline communication, improve response times and deliver consistent digital experiences. These agencies are reducing backlogs, accelerating outcomes and empowering frontline teams with tools that enhance efficiency and resilience. The stories below highlight how public-sector organizations are using Genesys solutions to transform service delivery, assist vulnerable populations, improve self-service and optimize high鈥憊olume contact centers with measurable results.
Customer Stories
City of Clearwater (United States)
After upgrading to Genesys Cloud, Clearwater improved call answer rates from 47% to 98% in just two weeks
and reduced abandoned calls from 53% to 3%, dramatically improving utility service performance for more than 117,000 residents.
The city also saw a transformation in employee morale, dropping turnover from 40% to zero and enabling supervisors to use live monitoring and analytics to rebalance staffing and sustain service quality.
Somerset Council (United Kingdom)
Somerset Council transformed citizen services by unifying five separate local government authorities and consolidating multiple contact centers into a single organization using the Genesys Cloud platform, creating a seamless “single digital front door” for residents.
The council deployed nine ultra-efficient digital assistants that replaced lengthy IVR menus, driving a 50% reduction in abandoned calls, routing customers to the right queue 47% faster, and achieving up to 94% CSAT in the first week of deployment — all while saving time and reducing operational costs across more than 200 contact center users.
State of Iowa (United States)
Iowa replaced fragmented website experiences with a unified digital journey, using an AI-enabled chatbot and live chat solution to handle 15,000 contacts per month during peak demand and save 45,000 minutes of call handling time.
