Providing a personalized service could be a challenge for Nordea Bank, the largest financial services provider in the Nordic countries that had grown through a number of mergers and acquisitions.

Working with Genesys, the bank created a consolidated contact center that allows it to offer its customers a range of communications channels and implemented workforce optimization capabilities that ensure it has the personnel in place to deal with the messages coming in across all channels.

Genesys has not only helped Nordea Bank achieve award-winning levels of customer service but will allow it to continue stay close to its customers by rolling out new ways of interacting in the future.


  • Improved customer service ratings to award-winning levels
  • Consolidated all contact centers onto a single platform
  • Future-proof platform allows the addition of new interactions like chat

“Customers often express their satisfaction on the speed and service they get via our Facebook pages and with more and more people who want to interact with us over chat we must be doing something right.”

Fredrik Nordin
Senior Business Developer
Concepts and Operating Models
Nordea Bank