Case Study: a public sector company improves service and cloud contact centre performance with Kerv

Road users, the economy, and employees benefit as agency reaches cloud destination in record time

Kerv helped Public Sector Company modernize its contact centre after a legacy on-prem phone system made it hard to filter calls, support remote work, and keep up with high volumes of incident-related enquiries. The agency needed a more efficient way to route calls, improve customer and employee experience, and maintain compliance during migration.

Kerv implemented a cloud contact centre solution using Genesys Cloud CX, Kerv hosted voice services, Amazon Web Services, Microsoft Dynamics, and eMite, delivered in just seven weeks. The new platform improved routing, reduced call handling friction, and supported better reporting and remote working, helping Public Sector Company handle more than 240,000 calls and emails annually, answer 95% of calls within 25 seconds, achieve 90% customer satisfaction, and cut claim-related calls to agents by 50%.