Case Study: City of Helsinki achieves faster, multichannel citizen services and improved agent satisfaction with Genesys

City of Helsinki improves contact center performance and agent satisfaction with Genesys technology

The City of Helsinki, a government agency serving residents across catering, property, cleaning, security and wellness services with about 3,000 staff (including 400 contact‑center agents), needed to modernize a largely phone‑centric contact center to support growth and improve citizen experience and service levels—especially for elderly and disabled customers who rely on timely, compassionate contact.

By deploying the Genesys Customer Experience Platform (including Workforce Optimization, Outbound, Digital and Omnichannel Desktop) the city shifted routine tasks to email/text, optimized staffing and introduced multichannel handling and call recording. The result: faster resolutions and shorter handling times (most calls now resolved first‑time in under four minutes), improved SLAs (one client achieves 95% of calls answered within 30s), sharper resource planning, higher agent satisfaction and an uplift of 68 new customer conversions per month.

City of Helsinki

Riitta Laanala

Director