Cloud adoption and a focus on innovation
Leading the wireless and mobile innovation charge, Danish telecom company 3 Denmark provides its customers with lightning-fast connections and a wealth of product options. Its latest services include a 5G rollout — a key enabler for self-driving cars, drone-delivered goods and remote-controlled manufacturing operations. And the company’s IT strategy reflects a similar spirit of innovation.
Six years ago, 3 Denmark became an early adopter of cloud contact centre technology. “Customer experience and agent productivity were suffering due to separate email, chat and dialer systems,” said Jonas Kristensen, Business Optimisation Manager, 3 Denmark. “Meanwhile, our on-prem telephony was approaching end-of-life and getting harder and more expensive to maintain.”
A roadmap that delivered
The company evaluated more than a dozen vendors before choosing Genesys Cloud. “Back then, the market wasn’t very mature,” added Kristensen. “We wanted to input ideas rather than drive the process. The features we needed in the future were all possible with the Genesys roadmap. And we trusted them to keep their promises, which they did.”