Story
Twilio
NordeaTwilio at Nordea: Contact Center Routing
Nordea, a financials organization in Finland, uses SendGrid from Twilio to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same SendGrid record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
Nordea grew contact center routing faster than the local tools around it. From Finland, financials teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out SendGrid put omnichannel service on Twilio. Twilio provides customer engagement APIs for messaging, voice, email, and customer data, used to build communications into products. Nordea keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
