State of Michigan Department of Human Services Uses Genesys to Serve Citizens

The State of Michigan Department of Human Services (DHS) administers federal funds for public services — such as food, medical, financial, and heating assistance, as well as child protection and family welfare services — through a network of approximately 100 state-wide offices. With the local economy in a downturn, the Department is facing an unprecedented demand on its services, which is threatening to overload its caseworkers.