The UK Home Office provides services central to ensuring a safe and productive life for its experiences for citizens, visitors and other service users. However, outdated technology was getting in the way.
As the lead government department for immigration and passports, drug policy, crime, fire, counterterrorism and police services, the Home Office needed to make transformative changes.
Challenges
The Home Office sought a complete transformation of its contact centre operations to improve service delivery and efficiency.
The goal was to overhaul existing systems and embed empathy at the core of services, which could not be achieved by simple tweaks.
A new system needed to support omnichannel and AI capabilities, ensuring compliance, trust, and responsiveness, while delivering a pilot project on time.
The complexity was further compounded by the need for seamless migration to a new cloud platform, all within a tight 10-week timeframe.
Solutions
The Home Office, supported by digital transformation consultants Netcompany, compared offers from leading Contact Centre as a Service (CCaaS) providers.
After a competitive tendering process, they selected BT and Genesys to deliver the transformation. BT brought technical expertise, design, and transformation experience, while Genesys stood out for its customer and user experience focus, ensuring continuous improvement post-implementation.
Netcompany’s understanding of the Home Office’s needs and their seamless collaboration with internal teams helped ensure the project was delivered within record time.
The new system integrates all channels, including calls, email, chat, and SMS, into a unified desktop, significantly improving agent efficiency and customer satisfaction.
Implementation
The migration to the new cloud platform was completed in just 10 weeks, transitioning all 22 contact centres to the new system.
Agents now manage omnichannel interactions from a single desktop, resulting in a 15% reduction in handle time and a 37% increase in agent satisfaction.
The platform enables customers to resolve queries independently through web messaging, while workforce engagement management tools have improved forecasting, scheduling, and quality management. AI-powered analytics help track sentiment and identify pain points.
The transformation has led to significant operational improvements, including intelligent routing, 100% platform uptime, and a 62% reduction in reported faults.
Additionally, the agile contact centre operations allow the Department to quickly scale up, recruit from broader talent pools, and focus more on its primary mission goals.
This blog post has been re-published by kind permission of Genesys – View the Original Article
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About Genesys
Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Find out more about Genesys
Author: Genesys
Reviewed by: Megan Jones
Published On: 23rd Apr 2025
Read more about - Industry News, Case Studies, Genesys
