City of Helsinki

Shaping public services around citizens’ needs

Elderly and disabled citizens can feel lonely and isolated. Thanks to the City of Helsinki, that’s no longer the case with the Genesys Multicloud CXTM solution. The government-owned agency has put Helsinki’s citizens at the heart of its multichannel contact center strategy.

It’s much easier for citizens to arrange catering, property maintenance, cleaning, security and wellness services. Urgent inquiries, like incoming calls from homes with emergency nurse-call systems, are dealt with quicker.

In addition, the City of Helsinki benefits from deeper understanding of contact center performance. Waiting times have been reduced, enabling them to offer higher SLAs. Dashboard reporting keeps everything on track. And agents are happier because their work is more varied and fulfilling.

Benefits

  • Faster resolution of issues after multichannel options
  • Improved contact center performance by utilizing management tools
  • Agents are more efficient and fulfilled
  • 68 new customer conversions per month

Challenges

  • Align contact center to support business growth
  • Improve citizen experience and service levels

Calls used to last about 20 minutes on average. The majority are now resolved first time and dealt with in less than four minutes.

Riitta Laanala, Director, City of Helsinki

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