Case Study: Länsförsäkringar Västerbotten achieves greater accessibility and lower operating costs with Genesys PureConnect

Länsförsäkringar strengthens competitiveness with all-in-one customer experience platform

Länsförsäkringar Västerbotten is a regional insurance and banking provider in northern Sweden with about 200 employees across Umeå, Skellefteå and Lycksele. Facing growth and an aging Ericsson MD 110 telephony system, the company needed a broader, technically stable unified communications platform that would support omnichannel interactions, skills-based routing, flexible IVR options and better visibility of agent availability.

They implemented the Genesys PureConnect platform (digital, routing, analytics & reporting, self-service, inbound and omnichannel desktop), leveraging group experience for a smooth transition and resolving initial IP audio issues. The solution delivered improved functionality, greater operating stability and accessibility, better integration capabilities, lower operating costs and a more modern, future-ready customer service platform with positive qualitative feedback.

Länsförsäkringar Västerbotten

Rakel Sandström

Head of Business Support