Case Study ON THE NICE SOLUTION ABOUT SWEDISH RAIL Every day, 140,000 people travel on one of Swedish Rail’s 1,200 departures from 284 stations. The company primarily operates long-distance routes, including high-speed and night-train services, as well as regional rail, be- tween major cities in Sweden and the Scandinavian capitals. Swedish Rail’s contact center operations are split between two locations about 100 kilometers apart. Two hundred advisors handle 800,000 inter - actions annually, using a wide variety of channels including phone, email, SMS text and social media. Customers contact Swedish Rail for various issues, including checking on delayed trains, queries about booking numbers, disturbances on the tracks and others. Interaction volumes increase during poor weather,

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