Case Study: UK Home Office achieves faster, more empathetic citizen service with Genesys Cloud CX

Putting empathy at the heart of UK public services

The UK Home Office faced an aging, multi-vendor contact center environment that created inefficiency and complexity, making it harder to deliver empathetic, citizen-centric services. It worked with Genesys Cloud CX to modernize interactions for citizens, visitors and other service users across voice, email, chat, SMS and web, while improving compliance, AI capability and overall service quality.

Genesys implemented a cloud migration that transitioned all 22 contact centers in just 10 weeks and gave agents a single desktop for omnichannel work. The results included a 15% reduction in handle time, 33% faster quality assurance, a 37% increase in agent satisfaction, a 79% web messaging customer satisfaction score, 100% platform uptime, and a projected $13–$14 million in annual benefits for the UK Home Office.

UK Home Office

Robbie Warwick

Head of Voice and Video Platforms