Case Study: Welsh Water achieves improved first-call resolution and omnichannel customer service with Genesys

Welsh Water Transforms its Customer Service Strategy with Genesys

Welsh Water (Dŵr Cymru) is a major UK water utility serving 1.2 million households and 100,000 businesses and delivering around 200 million gallons of water daily. Facing rising customer demand for digital channels, the company needed an integrated omnichannel contact center to improve first‑call resolution, reporting and system reliability—issues made worse by disparate suppliers, limited building space for its contact center and the need to handle roughly 1.2 million calls a year across 600 agents.

After a competitive tender Welsh Water implemented the Genesys Customer Experience Platform integrated with its SAP CRM, deploying Inbound/Outbound Voice, IVR, InfoMart, Interactive Insights, Workforce Management and the Genesys Agent Desktop. A phased migration and targeted training delivered right‑first‑time routing, callbacks and omnichannel options, improved reporting and agent utilization, reduced support complexity, and created a scalable, future‑proof contact center that boosted service quality and first‑call resolution.

Welsh Water

Chris Jones

Finance Director, Welsh Water