Case Study: Lowell Norway achieves 94%+ response rates and faster handling with Genesys PureCloud

Cloud contact center puts Lowell Norway in full control of their customer experience and opens doors for DevOps innovation

Lowell Norway, a leading credit-management provider handling about 2.5 million customer interactions a year, faced rising service expectations while its legacy contact-center infrastructure became a bottleneck. Fragmented systems, frequent downtime, difficult integrations and weeks‑long upgrades left agents without a single view of customers and threatened client relationships.

Lowell migrated to the Genesys PureCloud platform (implemented by Advania), gaining a single omnichannel desktop, fast deployment and open APIs for DevOps innovation. Within three months they saw average response rates climb to 94%+, wait times fall by 14 seconds, automatic identification increase 35%, average handle time drop about 25–26%, first-call resolution reach 90%+, agent productivity rise ~20% and customer satisfaction approach 78 — while unlocking easier integrations and remote‑work flexibility.

Lowell Norway

Carl-Petter Udvang

Product Manager