Case Study: Mairie de Vincennes cuts wait times and streamlines citizen services with Genesys

Mairie de Vincennes Centralises Service for an Improved Customer Experience

Mairie de Vincennes, the municipal government in France, faced fragmented citizen services with long wait times, repeated paperwork and visits to multiple offices. Leaders needed a proven platform to manage phone, email and web requests while routing work according to agent skills and availability to improve the overall citizen experience.

They deployed the Genesys Customer Experience Platform, mapped 70 customer journeys and introduced pre‑qualification, ticketing and Intelligent Workload Distribution for a 22‑agent pool. Integrated scripting and SharePoint support streamlined handling and real‑time reporting, cutting queue times, optimizing staff use, smoothing peak demand, attracting callers from neighboring towns and supporting agent skills development.

Mairie de Vincennes

Laetitia Henry

Director of the Unique Welcome Centre