Extraordinary times call for extraordinary measures. In just three days City of Helsinki set up their new helpline. Reaching out to the city’s elderly population during the Covid-19 outbreak, the helpline had over 40,000 contacts after four weeks only. They offered help with things such as grocery shopping, drug prescriptions or loneliness.

This guide explores how a dedicated workforce and a first-class cloud contact center platform from Genesys enabled the swift setup. This ensured the City of Helsinki's service lived up to the high standars they held before Covid-19.