Revolutionizing Government Services with Genesys Cloud CX: The City of Clearwater Success Story

Genesys Cloud CX

Revolutionizing Government Services with Genesys Cloud CX: The City of Clearwater Success Story

Challenges Faced by the City of Clearwater

The City of Clearwater's Utility Customer Service Division encountered challenges such as ineffective telephony systems, inadequate reporting tools, low morale, and high staff turnover rates, leading to poor customer service experiences.

Genesys Cloud Solution for the City of Clearwater

Genesys Cloud provided the City of Clearwater with a comprehensive solution, enabling improved call handling, workforce engagement management, and quality assurance. This cloud-based platform transformed employee experiences and customer interactions, leading to significant positive outcomes.

Empowering Users with Enhanced Features

Genesys Cloud empowered City of Clearwater employees by offering features like agent auto-answer with queue alerts, queue management, live conversation monitoring, and call/screen recordings retrieval. This elevated the department's communication, culture, and performance levels.

Customer Satisfaction and Efficiency Milestones

Through Genesys Cloud, the Utility Customer Service Division saw a remarkable improvement in call answer rates, reduction in abandonment rates, and faster speed of answer compared to neighboring providers. The platform enabled callbacks with high success rates, enhancing overall performance against service levels.

Enhanced Team Morale and Performance

The implementation of Genesys Cloud not only increased customer satisfaction levels but also boosted team morale and motivation within the Utility Customer Service Division. Employees experienced a significant shift from discontent to joy, leading to a drop in staff turnover rates.

Future Plans and Continued Transformation

The City of Clearwater plans to further leverage Genesys Cloud for email management, website improvements, and the introduction of chatbots for enhanced customer self-service. Additionally, AI-driven solutions like Genesys Cloud Agent Copilot are being considered to provide real-time support for agents.

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