Case Study: Northumbrian Water boosts employee experience and operational efficiency with Genesys

Northumbrian Water - Customer Case Study

Northumbrian Water, the utility provider, wanted to improve employee experience and operational efficiency while modernizing its customer contact capabilities. Working with Genesys and its cloud-based customer engagement and workforce tools, the company replaced older on-premises systems to better support digital and voice channels, outbound messaging, forecasting, and reporting.

Genesys helped Northumbrian Water speed up outbound alerts from 300 to 6,000 texts per minute, cutting emergency notification time from over an hour to just over three minutes. The company also saw a halving of average speed of answer, a 10% reduction in average handle time across digital channels, better uptime, and less internal support effort, while Genesys Workforce Engagement Management improved forecasting, coaching, analytics, and agent engagement.

Northumbrian Water

David Halliday

IS Product Manager