Case Study: Göteborg Energi modernizes customer experience and cuts operating costs with Genesys PureConnect

Göteborg Energi turns to the Genesys PureConnectTM platform to manage upgrades and growth

Göteborg Energi, western Sweden’s leading energy company serving the Västra Götaland region, faced aging and incompatible PBX systems, fragmented customer service across multiple sites, and the inability to handle multimedia queues or integrate new office systems. With contract expirations looming and about 50,000 incoming calls a month, the company needed a scalable, centrally managed contact center solution and preferred a service model rather than owning the infrastructure.

Göteborg Energi signed a seven‑year agreement with DGC to deploy the Genesys PureConnect platform as a service for roughly 1,400 users (about 250 agents). The solution—covering inbound and outbound routing, dialer and calendar integration, and an omnichannel desktop—delivered continuous upgrades, real‑time queue visibility, streamlined operations, improved accessibility and integration, and lower operating costs, making it easier to meet service targets.

Goteborg Energi

Mikael Hedin

System Administrator