Connect & StepChange: Digital Transformation Aids 25,000 More
By Sivam
Connect partners with StepChange, modernizing their contact center with Genesys Cloud. This digital transformation boosts online advice and helps 25,000 more people facing financial hardship.
StepChange Boosts Financial Support with Connect Partnership
Connect, a global business communications expert, has partnered with StepChange, one of the UK’s largest debt advice charities, to modernize its contact center operations.
This digital transformation, leveraging a Genesys Cloud Contact Centre as a Service (CCaaS) platform, aims to enhance support for individuals facing financial difficulties.
Key Outcomes and Impact
- Online advice provision increased from 83% to 87%.
- Misrouted calls saw a significant 60% reduction.
- The charity can now assist over 25,000 additional people with the same resources.
The new unified cloud-based solution integrates telephone channels, workforce management, and tracking tools, moving StepChange towards a truly digital-first approach.
Enhanced Client and Advisor Experience
Previously, StepChange’s fragmented systems often forced clients to repeat sensitive financial details, and advisors lacked crucial real-time insights.
The Genesys Cloud platform has addressed these issues by improving call routing, reducing wait times, and enabling IVR-triggered SMS journeys for digital self-service. Advisors now benefit from real-time knowledge, automated call summaries, and skills-based routing, leading to more confident and empathetic conversations.