Case Study: Berg-Hansen achieves personalized, cost-saving contact center transformation with Genesys PureConnect

Berg-Hansen redefines the world of travel with improved service and deeper insights into customer journeys

Berg-Hansen, Norway’s largest travel agency and a digital leader (70% of bookings made online), faced costly, siloed telephony across 24 offices and 200+ agents that hindered call routing, system integrations and personalized service. The company needed to consolidate contact center infrastructure, break down communication silos, reduce costs and deliver deeper, more personal customer experiences.

Berg-Hansen implemented the Genesys PureConnect on‑prem platform with SIP trunking, unifying 24 contact centers, integrating channels (inbound, callback, email, web chat) and linking the booking system so agents see customer context immediately. The rollout cut average handle time to about three minutes, raised first‑call resolution above 90%, enabled 70% self‑service, improved customer satisfaction to 5/6, reduced infrastructure and phone costs, and gave flexible, remote staffing and rapid scaling.

Berg-Hansen

Jan Bråthen

Head of IT Operations