Following a public tender, grid operator Stedin has selected Genesys as its new CCaaS platform, with Frontline Solutions as the implementation partner.

 

As a grid operator, Stedin faces the challenge of accelerating and innovating in order to contribute to the sustainability of the energy supply. Stedin expects the workload to continue growing in the coming period, with increased customer interactions as a logical consequence. For Stedin, this was the reason to accelerate the exploration of how various customer contact platforms could provide support in this regard. In doing so, Stedin decided against extending the contract with the existing supplier for another two years.

Moreover, Stedin wished to incorporate functionalities such as routing, AI, and workforce optimization (WFO) into a single integrated solution. In addition to technology and implementation, the scope of the tender included services and advice/strategic partnership. Following the public tender, which started in the summer of 2025, system integrator Frontline Solutions emerged as the best on all counts with Genesys Cloud CX.

Eric Admiral, Head of Customer Service at Stedin, is pleased with that outcome. “This allows Stedin to fully benefit from the extensive experience Frontline Solutions has gained at fellow grid operators Alliander and Enexis. In addition, Frontline’s proposal stood out due to the completeness of the information provided.”

The intention is for the CCaaS solution to be replaced before the end of this year. Part of this involves transferring data from various point solutions to the integrated Genesys environment and linking it with Stedin’s IT environment. Subsequently, Stedin and Frontline will continue working together step-by-step on the innovation of customer contact, with AI functionalities focused on chat and voice bots and AI tools to support employees. “Our vision on customer contact, however, is that customers always have the choice for truly personal contact,” says Admiraal.

Hans Rever, Director of Frontline Solutions: “To effectively use AI functionalities in customer contact, insight into specific use cases is crucial. That is precisely the added value Frontline Solutions aims to deliver. We are therefore pleased to be able to leverage the experiences of other grid operators and utility companies for Stedin.”

The new contract has a term of four years with an option to extend twice for a period of two years.

Stedin is responsible for the construction, maintenance, and expansion of the electricity and gas networks in the greater part of South Holland and the provinces of Utrecht and Zeeland, including three of the four major cities (The Hague, Utrecht, and Rotterdam) and the Port of Rotterdam. The service area covers 2,4 million customers. By 2030, Stedin is investing at least 8 billion euros in the expansion of the electricity grid.

(Frontline Solutions)

Technology Front Line Solutions