Case Study: SJ Traffic Control achieves faster case processing and improved safety with Genesys PureConnect

Improving customer service and safety with integration and automation

SJ Traffic Control, part of state-owned SJ AB, manages operational anomalies for Sweden’s passenger rail network—monitoring roughly 300,000 departures a year and serving 37 million passengers. With about 160 staff across three 24/7 control centers, they struggled with chaotic call routing, long wait times and poor integration, making it difficult to prioritize life‑critical incidents.

They implemented the Genesys PureConnect platform for telephony, routing, workforce optimization, omnichannel desktop and system integrations to automate prioritization and centralize operations. As a result, SJ achieved faster lead times to add or change functions, quicker case processing, improved call prioritization, stronger system integration and greater stability—delivering cost savings and better customer and safety outcomes.

SJ Traffic Control

Anders Edgren

Former Technical Manager