Case Study: Somerset Council achieves a unified digital front door with Genesys

Somerset Council - Customer Case Study

Somerset Council wanted to put residents first by replacing five separate service organizations with a single digital front door and phone number, while reducing confusion, duplication, and frustration. Working with Genesys and Genesys Cloud, the Council aimed to introduce AI-powered automation and unify voice and digital channels across a very large and time-sensitive transformation.

Genesys helped Somerset Council implement a new virtual contact center, rationalize five IVR systems, and deploy a digital self-help bot to route customers more accurately and free agents for higher-value support. The change was delivered seamlessly in three months, with zero disruption to service, and produced fast results including a 50% reduction in abandoned calls, 47% faster placement into the correct queue, 90% bot routing success, up to 94% CSAT in the first week, and average wait times reduced to 7–12 seconds.

Somerset Council

Sharon Passmore

Service Manager, Customer Services