Case Study: Releasy achieves improved flexibility and increased agent efficiency with Genesys PureConnect

Upgrading to an all-in-one customer experience platform equips Releasy agents to better handle complex contact center operations

Releasy is a Swedish outsourcing company (about 500 agents across several sites) that provides customer service and sales for around 27 clients in telecom, energy and media. Their contact center was complex—agents often handled multiple clients, channels and queues simultaneously—and the legacy system was costly, slow to change and offered limited reporting, which hindered flexibility and operational efficiency.

Releasy implemented the Genesys PureConnect platform (via partner Advania) to unify omnichannel routing, workforce optimization and analytics in a single interface. The platform lets agents and admins make fast, self-service changes (e.g., create a new queue in minutes), build customized reports for granular monitoring, and power a new monitoring product (Indicate Me). The result: greater flexibility, higher agent efficiency, tailored reporting for customer follow-up and easier expansion.

Releasy

Johan Fordell

Chief Executive Officer