Being the best in a competitive market
Nuuday serves most Danish homes and businesses with telecom services through multiple brands, supported by nine contact centers and 40 retail stores. The company received around 4.2 million calls in 2022.
Staying ahead in a fiercely competitive broadband, TV and mobile market means always creating the best digital services and customer experience. But point solutions that were difficult to connect and expensive to maintain made this a challenge for Nuuday. These included CRM solutions, operational support systems and billing with bespoke developments on aging on-premises contact center technology.
“We are undertaking a major transformation — of which Genesys is a big building block — that will change the way we operate,” said Michael Stinner, Head of CX Operations at Nuuday. “That includes innovating much faster, providing our products and services digitally across all parts of the business, and giving customers more choice of how they interact. For example, customers will be able to buy fiber online rather than queuing and then to speak to someone.”
Taking an evergreen cloud approach
Targeting improvements in areas such as NPS, fiber delivery accuracy and meeting installation dates, Nuuday realized it was time to phase out its heterogeneous legacy IT setup. Besides a major technology transformation on billing and operational support systems, Nuuday is driving a CX transformation. In this space the company sought an evergreen cloud platform that was constantly evolving and never at risk of becoming outdated. Nuuday invited tenders before eventually choosing the Genesys Cloud CX™ platform.