Case Study: Memira achieves higher service levels and faster response times with Genesys PureConnect

Scandanavian eye surgery chain sees efficiency gains with a flexible cloud contact center solution

Memira, Scandinavia’s largest eye‑surgery chain with 50 clinics and a three‑country customer‑service organization (45 advisors across Sweden, Norway and Denmark), faced inefficient, siloed telephony systems and fragmented channels—calls, web leads and email—that couldn’t be balanced or tracked across sites. Peak‑time transfers failed, calls were sometimes lost, and the company needed a scalable omnichannel platform to improve service levels and support future growth.

Memira implemented the Genesys PureConnect cloud contact‑center, delivered by DGC, replacing disparate PBXs and a datacenter with a single, user‑friendly omnichannel system integrated with their diary system. The change enabled unified queues, better staffing and analytics, shorter response times, higher advisor productivity and increased handled interactions, while providing the flexibility to grow and add features over time.

Memira

Daniel Gellerbrink

CIO, Memira