Case Study: 3 Denmark improves customer experience and agent productivity with Genesys Cloud from Genesys

Uniting sales and customer service

3 Denmark, a Danish telecom company, was struggling with aging, siloed customer service systems, including separate email, chat, dialer, and on-prem telephony tools. The fragmented setup hurt customer experience and agent productivity, and the company needed a more flexible platform that could support innovation and remote work.

Genesys implemented Genesys Cloud to unify inbound, outbound, and digital service on one omnichannel platform, with support from partner Advania. The result was a 15% improvement in Net Easy Score, a 20% reduction in handle time, and a 10% rise in productivity, while also enabling 3 Denmark to redeploy 140 retail staff during the pandemic to help handle a surge in demand.

3 Denmark

Jonas Kristensen

Business Optimisation Manager