Case Study: NSW Department of Communities and Justice achieves faster, same-day client outcomes with Genesys

NSW Department of Communities and Justice cuts call handling times by 30% with Genesys

The NSW Department of Communities and Justice (DCJ) faced challenges with a legacy on-premises contact center system that created backlogs, inefficient manual processes, and difficulty meeting the needs of its clients. To modernize its operations and improve customer experience, the department implemented a cloud contact center solution from Genesys.

By deploying the Genesys platform, DCJ integrated its inbound and outbound communications, workforce management, and digital channels into a single system. This solution provided the tools for greater collaboration, real-time monitoring, and automated workflows. The results for Genesys were significant, including a 30% reduction in call handling times, a 48% drop in time spent on outbound campaigns, and a 20% decrease in escalations, enabling the agency to work towards its goal of providing same-day outcomes for clients.

NSW Department of Communities and Justice (DCJ)