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Case Study: Nordea Bank achieves unified, award‑winning customer service with Genesys
A Genesys Case Study
Bank Transforms its Channel Strategy for Customer Service Excellence
Nordea Bank, the largest financial group in northern Europe serving 11 million customers across Sweden, Norway, Finland, Denmark and the Baltics, faced fragmented contact-center operations after multiple mergers. Its Nordic centers ran on three different Genesys platforms over legacy PBXs, making it hard to deliver consistent, cost-effective, multi-channel service and meet compliance and workforce-planning needs.
Nordea consolidated onto a single Genesys Customer Experience Platform, adding Genesys routing, IVR with speech recognition, call recording, SIP-based contact center modernization and Genesys Continuous Workforce Optimization for forecasting and scheduling. The consolidation delivered award‑winning customer service ratings, all contact centers on one scalable, future‑proof platform, reduced hardware dependency and cost, and enabled new interactions like web chat and social channels.
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Nordea
Fredrik Nordin
Senior Business Developer, Concepts and Operating Models, Nordea Bank