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Affinity Water Case Study

Affinity Water enhances customer experience with cloud-based call centre services from Puzzel.


Abandoned call rates down from 7% to 2.8%
Handling time on call transfers reduced by between 45 and 30 seconds
100% visibility of agent and caller activity

The requirement

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 OFWAT

Here’s what Affinity Water had to say

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience