Episode
How Genesys Cloud Helped StepChange Cut Misrouted Calls by 60 Percent
- Podcast
- Tech Talks Daily
- Published
- Jul 25, 2026
- Duration seconds
- 1411
- Processing state
not_requested- Canonical source
- https://techtalksnetwork.com/
Actions
POST https://stenobird.com/v1/public/podcasts/tech-talks-daily-3579/episodes/how-genesys-cloud-helped-stepchange-cut-misrouted-calls-by-60-percent/transcription-requests
Idempotently request low-priority transcript generation for this episode.GET https://stenobird.com/podcast/tech-talks-daily-3579/how-genesys-cloud-helped-stepchange-cut-misrouted-calls-by-60-percent.md
Read the agent-friendly Markdown representation of this episode resource.
Summary
What does a modern contact center need to deliver when the person reaching out may already feel anxious, embarrassed, and unsure where to turn? In this episode of Tech Talks Daily, I speak with Chris Lovell, service delivery lead for StepChange Debt Charity's contact center and product owner for its Genesys Cloud platform. StepChange supports hundreds of thousands of people facing financial hardship each year. Chris explains that approximately 40% of its clients receive Universal Credit, over 60% rent their homes, and many are dealing with an additional vulnerability alongside debt. That context makes the first interaction especially important. People may have delayed asking for support while their financial position became harder to manage. A failed call, long queue, unnecessary transfer, or request to repeat their story can increase stress at the moment they need reassurance and practical help. Before adopting Genesys Cloud, StepChange relied on fragmented contact center technology that experienced regular technical problems and outages. The charity also lacked detailed insight into why clients were making contact at different stages of their journey. People could enter the wrong queue, wait to speak with an advisor, and then discover they needed another team. The technology also affected employees. Chris says frontline colleagues eventually stopped proposing improvements because they did not believe the existing platform could support them. StepChange migrated to Genesys Cloud in four weeks through a three-phase delivery. The team began with lower-risk services, increased the size and complexity during the second phase, and moved the core debt advice operation during the third. Chris says the migration was completed without downtime. The initial objective was to rep…