Affinity Water wanted to replace its traditional PBX system with a cloud-based solution that could accommodate increased call volumes, enhance customer satisfaction and meet regulatory targets.

The solution

Puzzel (formerly Intelecom’s contact centre entity) provided a single CTI (computer telephony integration) framework that captures caller and agent data effectively. This ensures the right agent skills are deployed at all times and enhances the overall customer experience.

The results

• Puzzel’s cloud contact centre solution streamlines the end-to-end call delivery process and improves customer satisfaction

• Superior integration capabilities create effective CTI framework

• Introduction of skills based routing empowers agents and improves quality of response to customers

• The simplicity, speed and flexibility of Puzzel has accelerated response times with 100% availability
• There is no hardware to maintain and reporting statistics support compliance with industry regulator OFWA