Vattenfall is a European energy company with approximately 28.6000 employees. With presence in and focus on three major markets in Sweden, Germany and the Netherlands, Vattenfall produces and delivers heat and electricity from six energy sources: wind, hydro, biomass, nuclear, cole and gas. For servicing its customers, Vattenfall uses a multi-site, multi-regional Genesys contact center with over 1500 multimedia seats located in all three countries.
Vattenfall IT internally services the Genesys Contact Center platform from The Netherlands, with Genesys support delivered by TeliaCompany. BrightContact initially supported the internal Vattenfall team with daily maintenance, operational activities and internal training. With the renewal of the Genesys Support contract in 2016 Vattenfall requested TeliaCompany to provide similar onsite support in Amsterdam.
TeliaCompany partnered with BrightContact to deliver the requested onsite presence, not only for maintenance and support during daily operation, but also for projects. With a team of well trained and experienced engineers and architects, BrightContact now works together with TeliaCompany to deliver Vattenfall high quality support. The first result of this partnership involves the successful roll-out of Genesys Workspace desktop as a replacement of a legacy Agent Desktop application in 2016. This Agile driven project is nominated for a Vattenfall internal award for successful IT projects.
