Kerv helped Ceredigion County Council enable seamless home working during the crisis by implementing Genesys Cloud CX for inbound, digital, and automated communications. Their support allowed the council to handle over 9,000 calls monthly with the same headcount, improving insight and control of service levels. Kerv optimized agent skillset distribution across 17 areas, enhancing efficiency and saving substantial time on post-call work. This transformation ensured minimal service disruption while modernizing citizen experience through cloud and omnichannel innovation.

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