Case Study: Elkjøp Nordic redefines customer experience and streamlines operations with Genesys Cloud

ELKJØP halves contact center systems and cuts WEM support 83% with Genesys

Elkjøp Nordic, a major consumer electronics retailer, faced challenges with inefficient and complex contact center systems that slowed down their advisors and stifled business innovation. To sustain its market leadership, the company partnered with Genesys to implement the Genesys Cloud CX® platform, aiming to consolidate multiple IT products and vendor relationships.

Genesys implemented a seamless 12-week migration to its cloud platform, which unified customer journeys across digital and voice channels. The solution included Workforce Engagement Management (WEM) and AI-powered capabilities. The results were significant: a 50% reduction in contact center systems, an 83% reduction in workforce management-related support, and notable improvements in first-contact resolution and Net Promoter Score.

ELKJØP