Case Study: Community Legal Services achieves faster legal support and higher call capacity with Genesys Cloud

Community Legal Services is changing lives — one interaction at a time

Community Legal Services, a nonprofit legal aid organization serving Central Florida, needed to improve service quality while handling a rapidly growing volume of emergency legal inquiries. Using the Genesys Cloud CX platform to run its Helpline legal call center, the team aimed to connect clients faster and support attorneys, intake specialists, and volunteers in a high-pressure, triage-style environment.

Genesys implemented Genesys Cloud with workforce engagement and analytics tools that gave CLS better call visibility, staffing efficiency, and SMS outreach capabilities. As a result, CLS reduced average speed of answer by 43.2%, increased calls answered by 69%, nearly tripled calls answered within target hold time, and sent more than 8,000 text messages annually; it also trained new users in 15 minutes or less and improved client satisfaction, with an NPS above 80.