Case Study: The City of Edmonton achieves doubled portfolio penetration and $600K in recovered revenue with Genesys Cloud

City of Edmonton Doubles Portfolio Penetration with Genesys Cloud Solution

The City of Edmonton’s collections team struggled after the recession, relying on three agents who made up to 120 calls a day but reached only a fraction of debtors; manual and predictive dialing consumed agent time with wrong numbers, voicemails and low-value call attempts, limiting productivity and revenue. Seeking to increase agent time spent on live collections and improve portfolio penetration, the City pursued an automated, hosted solution.

By deploying Genesys Cloud’s pay-as-you-go automated voice messaging with 98% answering‑machine detection, call suppression and call pacing, the City increased monthly call attempts from about 3,000 to nearly 12,000 and contacts from ~400 to over 2,800 (a 700% increase), doubled portfolio penetration, and recovered an additional $600,000 (a 16% lift) plus $330,000 from insurance claims. The solution lowered cost-per-contact, boosted staff productivity and dollars collected per agent hour, enabling more effective early-stage collections.

The City of Edmonton

Shafiq Islam

Collections, Credit Manager, The City Of Edmonton