Case Study: City of Winter Park achieves 50% productivity gain and data-driven efficiency with Genesys Cloud

How The City of Winter Park Increased Productivity with Genesys Cloud

The City of Winter Park’s Utilities Department was struggling to manage a high volume of service requests, billing inquiries, and emergencies while operating on an outdated Cisco UC system with no standard call‑center processes or comprehensive reporting—resulting in poor customer experience and limited ability to make data‑driven decisions.

Powernet implemented Genesys Cloud CX2 with ongoing support, enabling a multi‑channel contact center (voice, email, SMS, chat) and real‑time reporting. The solution delivered a 50% increase in productivity, more efficient operations through data‑driven staffing and resource allocation, and was quickly expanded to other departments with further enhancements like Microsoft Teams integration planned.

City of Winter Park