Case Study: Swedbank achieves 75% faster response times and 98% forecast accuracy with Genesys Workforce Optimization

Customer Service Level Assured Through Genesys Workforce Management

Swedbank, Sweden’s largest bank with 8 million retail customers and 600,000 corporate accounts, faced growing customer demand that exposed two major pain points: rapidly rising emails routed to a single inbox (causing 24+-hour delays) and an aging forecasting system that prevented accurate staffing and multiskilled agent scheduling. The lack of real-time visibility and skills-based routing hurt response times and first-call resolution.

Swedbank implemented the Genesys multichannel contact-center platform and Workforce Optimization—integrating legacy forecasting and IVR—to enable skills-based routing, real-time adherence, and optimal scheduling. The change cut email delays to about four hours, saw 93% of voice inquiries handled by IVR, reduced average response times by five minutes (about a 75% drop), improved first-call resolution with 5% fewer internal transfers, and delivered 98% accuracy in monthly workforce forecasts while supporting rising channel volumes.

Swedbank

Martin Kedback

Head, Business Development and Support, Swedbank