Unlock your Genesys Cloud potential
With a Genesys Elite Partner
Get the most from your Genesys Cloud investment
Not seeing the expected CX improvements you hoped for? Feel like the customer journey or agent experience is not progressing as it should? Whether you want iterative steps or giant leaps, we have the in-house skills and flexibility to go at your pace.
- 24/7/365 helpdesk staffed by Genesys professionals.
- Named Customer Success Manager as your consistent point of contact.
- CX consultants available to help you innovate and drive your CX strategy forward.
- Kerv apps designed to work seamlessly with Genesys Cloud:
- The only Genesys reseller to completely specialise in Genesys technology.
- The wider Kerv Group provides other cloud services – get all your needs met under one roof.
Our ethos is about creating a partnership with our customers, where we provide you with value – leveraging the capabilities of Genesys – to achieve tangible return on investment and continual improvements.
Find out how we can help you
What we deliver
The services, tools and technologies to enable you to provide exceptional customer experience
You may be interested in
Our customer case studies
PureGym – 100% Digital Contact Centre
PureGym is a leading gym operator in Europe, known for its affordable, 24/7 fitness facilities and flexible no-contract memberships. With over 500 locations, it caters to over 1.6 million members across the UK and beyond.
Following Genesys implementation:
- 6000 enquiries a week resolved with auto replies
- 24% reduction in agent hours
- 14% increase in contacts handled per hour
- 350,000 new members in January 2025 alone
- Seasonal demand no longer requires additional headcount
- Bronze winner ECCCSAs Most Effective Management of Peak Demand
Creating a single digital front door
Somerset citizens used to be served by five separate authorities and multiple contact centres.
Now, consolidated on a Kerv cloud-based solution, a unitary Somerset Council is at the heart of public services delivery. Long, confusing IVR menus have been replaced by nine ultra-efficient digital assistants, halving abandonment rates and getting customers to where they need to be 47% faster.
Following Genesys implementation:
- 1 number for residents to call
- 50% reduction in abandoned calls
- 94% CSAT in the first week
- 47% reduction in average queue time
- Winner of Genesys Best Customer Innovation award
In 2023, Skipton launched a large-scale transformation programme to address declining customer effort scores. The programme focuses on three principles: digital-first, enabling human interaction when needed, and absolute customer focus.
The first critical project for the programme was to rapidly migrate their on-premises telephony system to Genesys Cloud, setting the foundation for future customer service innovation.
Following Genesys implementation:
- Higher first contact resolution
- Lower average handling time
- Gold winner ECCCSAs for Most Effective Strategic Transformation
At the heart of Atom bank’s service is their mobile app and linked contact centre which continually provide exceptional customer experience (CX), as reflected by consistently high Trustpilot scores.
Upgrading to Genesys Cloud provided the ideal fit for their data-led digital experience.
“Technology moves on a lot in five years. We were looking for a cloud-native solution that allowed us to be more self-sufficient and configure the system as we wanted. For example, to achieve tighter integration with our mobile app and back-office systems. We’re also big on self-service so finding a partner with strong AI and bot capabilities was important too.” Ben Evans, Customer Support Manager.
Listen to passionate CX advocate Kiran Grewal-Lehal from Walsall Council talk to us about the improvements they’ve made to the resident experience by making the best use of Genesys technology.
“What Genesys allows us to do is promote channel shift, so whilst it looks expensive, actually it’s not. The amount of savings that we’ve delivered on the back of using Genesys is phenomenal.”
On the use of Kerv app CX Translate
“We’ve been able to help so many customers with queries that actually even with an interpreter they would have struggled. They’re {residents} able to communicate with our agents in their own language and we can communicate back within their language, without actually realising we’re doing it”
Fibrus – focusing on customer care
Fibrus is a high speed digital service provider catering to Northern Ireland and rural areas in Northern England with more than 100,000 customers.
Following Genesys implementation:
- Trustpilot score improved from 1.7 to 4.2
- £630k headcount saving
- 27% NPS improvement
- 29% fall in contact rates
- Bronze winner ECCCSAs Best Customer Experience Redesign
The Drive for Innovation
UCL is the UK’s third oldest University and the second largest by enrolment. It’s renowned for its research excellence and pioneering spirit operating over 11 campuses across London, and also a number of museums and collections in a wide range of fields.
Listen to the podcast to hear how Genesys Cloud made clearing day a lot less stressful!
“My heart rate was kept down a lot more than previous years! The technology performed brilliantly. The platform held up we could see that it automatically scaled up. We were constantly monitoring it throughout the day with real-time analytics and passing on to the supervisors where any pain points were. We implemented canned responses and we had students giving information during the initial queuing stage, which that information was passed directly on to the agent as they answered the message. So, it was an absolutely brilliant experience this year.” Ian Calkin, Platform Service Owner
PureGym – 100% Digital Contact Centre
PureGym is a leading gym operator in Europe, known for its affordable, 24/7 fitness facilities and flexible no-contract memberships. With over 500 locations, it caters to over 1.6 million members across the UK and beyond.
Following Genesys implementation:
- 6000 enquiries a week resolved with auto replies
- 24% reduction in agent hours
- 14% increase in contacts handled per hour
- 350,000 new members in January 2025 alone
- Seasonal demand no longer requires additional headcount
- Bronze winner ECCCSAs Most Effective Management of Peak Demand
Creating a single digital front door
Somerset citizens used to be served by five separate authorities and multiple contact centres.
Now, consolidated on a Kerv cloud-based solution, a unitary Somerset Council is at the heart of public services delivery. Long, confusing IVR menus have been replaced by nine ultra-efficient digital assistants, halving abandonment rates and getting customers to where they need to be 47% faster.
Following Genesys implementation:
- 1 number for residents to call
- 50% reduction in abandoned calls
- 94% CSAT in the first week
- 47% reduction in average queue time
- Winner of Genesys Best Customer Innovation award
In 2023, Skipton launched a large-scale transformation programme to address declining customer effort scores. The programme focuses on three principles: digital-first, enabling human interaction when needed, and absolute customer focus.
The first critical project for the programme was to rapidly migrate their on-premises telephony system to Genesys Cloud, setting the foundation for future customer service innovation.
Following Genesys implementation:
- Higher first contact resolution
- Lower average handling time
- Gold winner ECCCSAs for Most Effective Strategic Transformation
At the heart of Atom bank’s service is their mobile app and linked contact centre which continually provide exceptional customer experience (CX), as reflected by consistently high Trustpilot scores.
Upgrading to Genesys Cloud provided the ideal fit for their data-led digital experience.
“Technology moves on a lot in five years. We were looking for a cloud-native solution that allowed us to be more self-sufficient and configure the system as we wanted. For example, to achieve tighter integration with our mobile app and back-office systems. We’re also big on self-service so finding a partner with strong AI and bot capabilities was important too.” Ben Evans, Customer Support Manager.
Listen to passionate CX advocate Kiran Grewal-Lehal from Walsall Council talk to us about the improvements they’ve made to the resident experience by making the best use of Genesys technology.
“What Genesys allows us to do is promote channel shift, so whilst it looks expensive, actually it’s not. The amount of savings that we’ve delivered on the back of using Genesys is phenomenal.”
On the use of Kerv app CX Translate
“We’ve been able to help so many customers with queries that actually even with an interpreter they would have struggled. They’re {residents} able to communicate with our agents in their own language and we can communicate back within their language, without actually realising we’re doing it”
Fibrus – focusing on customer care
Fibrus is a high speed digital service provider catering to Northern Ireland and rural areas in Northern England with more than 100,000 customers.
Following Genesys implementation:
- Trustpilot score improved from 1.7 to 4.2
- £630k headcount saving
- 27% NPS improvement
- 29% fall in contact rates
- Bronze winner ECCCSAs Best Customer Experience Redesign
The Drive for Innovation
UCL is the UK’s third oldest University and the second largest by enrolment. It’s renowned for its research excellence and pioneering spirit operating over 11 campuses across London, and also a number of museums and collections in a wide range of fields.
Listen to the podcast to hear how Genesys Cloud made clearing day a lot less stressful!
“My heart rate was kept down a lot more than previous years! The technology performed brilliantly. The platform held up we could see that it automatically scaled up. We were constantly monitoring it throughout the day with real-time analytics and passing on to the supervisors where any pain points were. We implemented canned responses and we had students giving information during the initial queuing stage, which that information was passed directly on to the agent as they answered the message. So, it was an absolutely brilliant experience this year.” Ian Calkin, Platform Service Owner
The Kerv Approach
How we help
Advice at the right time
When storm damage caused major outages to a clients’ customers and their contact centre needed all staff diverted to handle the incoming calls, we recommended temporarily switching to hourly billing – saving much needed budget and giving our clients the flexibility they needed to handle the demand.
Getting the basics right
When a council had some serious challenges with the adoption of an existing chatbot solution we advised not to simply replace it, but to look at the whole live agent chat and the knowledge used to assist them. Taking it back to basics and working with the agents to develop the appropriate ‘knowledge’ meant the new chatbot put in place delivered a much improved self-serve option (and fewer complaints).
Realising the value
A Genesys customer switched to us after three years with their previous partner, feeling that the full value of the platform hadn’t been delivered nor had there been demonstrable progress. Our approach has led to tailored recommendations and ongoing phased improvements in-line with their customer success plan. During this process significant telephony cost savings have also been identified.
Deployments of Genesys Cloud
CSAT levels from our customers following a Kerv Experience Genesys Cloud deployment
Consecutive Genesys awards achieved by Kerv Experience including EMEA Cloud Partner of the Year, Customer Success Partner of the Year and UKI Partner of the Year 2024
Shared values
Choose a partner that aligns with your values
Sustainability isn’t a choice; it’s a responsibility
Our mission at Kerv is to harness the power of technology for the good of our people, our customers, our society and our planet.
Our commitment to sustainability is embedded into every aspect of our business. Every day, we live our mission from attracting top talent and winning new customers to securing investment from Bridgepoint DC and receiving Great Place to Work certifications in both the UK and India. Our people, customer, investors, and community expect us to lead the way by following a sustainable strategy, and we are more than ready.
To learn more about our mission and objectives you can read our latest Impact Report.
