Government

Serving the public has never been more difficult.  Government agencies at all levels face the challenge of meeting increased citizen expectations with shrinking staff and budgets. Citizens now expect to be able to access information around the clock via phone, Web, e-mail, and other channels and want competent 211 and 311 service and an emergency notification and response system. In the next few years, an estimated 40% of experienced government employees are expected to retire, draining knowledge pools.  As budgets become tighter, agencies need to increase operational efficiency, make better use of self-service options, and generate good metrics that justify spending. 

Genesys allows government agencies to meet these challenges and more effectively serve citizens by helping agencies to seamlessly blend self-service and agent-assisted service, and provide constituent information to agents to speed issue resolution.  Performance management helps identify and solve issues before they become costly problems, and provides longer-term metric reporting. Genesys also automates a proactive notification system to notify citizens about all occurrences that could affect them, whether regarding a street closure or an emergency situation. By increasing operational efficiency, Genesys allows agencies to make the best use of all their resources.