News : Michigan Office of Child Support Deploys Genesys Solution
Daly City, CA, August 5, 2014 -- Genesys, a provider of customer experience and contact center solutions, announces that the Michigan Office of Child Support (OCS) has cut response time to customers from two weeks to just five minutes. This accelerated customer response is a result of connecting customers directly to caseworkers using the Genesys Customer Experience Platform. The Genesys Customer Experience Platform helps caseworkers understand where customers are in their journey with the agency to deliver an optimal customer experience.
For the Michigan OCS, the Genesys solution delivers a customer experience that begins with a self-service system that quickly routes customers to the appropriate caseworker. Before caseworkers answer a call, the Genesys solution offers specific insight on each customer by providing detailed information about who is calling, and why.
"People don’t call us unless they need us. Now, we get to all of those people quickly," said Erin Frisch, Director, of the Office of Child Support in the Michigan Department of Human Services. "Our mission is to make change and increase the permanent well-being and self-sufficiency of Michigan families. By simplifying our system and empowering our caseworkers, we no longer have to waste time on technical difficulties but can instead have meaningful conversations that can change lives."
For Michigan families, assistance benefits had previously often been denied through no fault of the families themselves due to an antiquated customer contact center system. After that system was replaced with the Genesys solution, the Michigan OCS eliminated the response challenges and now provides a seamless customer experience. Delay and desperation that had previously been a part of the customer experience have been eliminated and replaced by timely, frustration-free interactions. This shift is due to efficiently routing conversations to the right caseworker so that first call resolution is achieved when a customer calls the OCS.
The Michigan OCS worked closely with its caseworkers when implementing the Genesys Customer Experience Platform. This collaboration included organizing job shadowing and focus groups as well as involving caseworkers in design sessions and process improvement events. The OCS also focused on building a solution with Genesys that would enable 90 percent of the team to work remotely.
By creating a system that distributed workflow evenly while also enabling managers to easily monitor phone conversations, the OCS was able to reduce call volumes while increasing quality of customer care. Child support workers now specialize in tasks and share cases across the entire caseworker population rather than maintain separate caseloads. Furthermore, the initial Genesys implementation has established a proven, scalable solution for OCS to leverage in the future by allowing a broader network of child support professionals to access and utilize the platform across the entire state of Michigan.
Posted by Veronica Silva Cusi, news correspondent
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Genesys is a provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Published: Wednesday, August 6, 2014