Case Study: 3 Denmark boosts productivity and customer experience with Genesys Cloud

3 Denmark boosts productivity 10% and cuts handle times 20% with Genesys

3 Denmark, a Danish telecommunications company, faced challenges with aging, siloed customer service systems that hampered agent productivity and customer experience. They partnered with vendor Genesys to implement the Genesys Cloud platform, seeking to replace their outdated infrastructure and create a more unified and efficient contact center.

The solution from Genesys provided an omnichannel platform that integrated inbound, outbound, email and chat capabilities. This resulted in a 20% reduction in handle time, a 10% rise in productivity, and a 15% improvement in their Net Easy Score. Furthermore, the agility of the Genesys Cloud platform allowed 3 Denmark to quickly redeploy 140 retail staff as call center agents during the COVID-19 pandemic to manage a surge in customer demand.

3 Denmark