Case Study: City of Missouri City cuts constituent wait times in half with Genesys AI-powered contact center

How Missouri Used Ai-powered Call Center Technology to Cut Constituent Wait Times in Half

The City of Missouri City faced significant challenges with its on-premises call center, which was overwhelmed by high call volumes. This resulted in extremely long constituent wait times, poor user experiences, and difficulties with staff retention. To address this, the city assembled a task force to find a new approach and ultimately turned to vendor Genesys for its AI-powered, cloud-based contact center solution.

Genesys implemented a solution that automated processes like appointment scheduling using AI, which drastically reduced the call burden on staff. This new system cut average call wait times by 53%, from one hour and 26 minutes to under 40 minutes. The cloud-based platform also provided easier management, stronger cybersecurity, and more efficient reporting for the City of Missouri City.

City of Missouri City

Nichole Conway

Program Manager