Case Study: City of Clearwater achieves better customer and employee experiences with Genesys

City of Clearwater - Customer Case Study

The City of Clearwater, which serves more than 117,000 residents and 14 million annual visitors, needed to improve its Utility Customer Service Division after an outdated phone system left callers without wait times, reporting, or quality tools. With Genesys Cloud, the city sought a modern cloud platform to improve customer service and give employees a better way to support residents with greater empathy and efficiency.

Genesys implemented a cloud-based voice solution with improved routing and queue management for both English and Spanish speakers, while also enabling new analytics and a roadmap for digital channels, AI, and automation. The impact was significant: call answer rate improved by 108% in the first two weeks, abandonment rate dropped 16x, average speed of answer fell to under a minute, staff turnover went from 40% to zero, and escalations and complaints decreased.

City of Clearwater

Amy Sessions

Customer Service Division Manager