Case Study: Ceredigion County Council improves citizen services with Kerv and Genesys Cloud CX

Ceredigion County Council keeps services open during the crisis, while transforming the citizen experience

Ceredigion County Council, a local government authority in Wales serving around 72,000 citizens, needed to keep services running while moving contact centre staff to home working with minimal disruption. The council was already working with Kerv and Genesys Cloud CX, and the challenge was to maintain service quality, improve cloud and omnichannel capabilities, and do more with limited resources.

Kerv implemented Genesys Cloud CX for inbound, digital, and automated communications, integrated it with the council’s CRM, and helped distribute 17 agent skillsets more effectively. The result was uninterrupted remote working for 20-plus advisors, more than 9,000 calls handled per month with the same headcount, better insight and control over service levels, and substantial time saved on post-call work.

Ceredigion County Council

Anna Gawthorpe

Customer Services Manager