
Abandoned call rates down from 7% to 2.8%
Affinity Water wanted to replace its traditional PBX system with a cloud-based solution that could:
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.
“We have 100% visibility including an accurate audit trail of what is happening over our network. Puzzel’s cloud-based solution delivers consistently high levels of service to our staff, customers and industry stakeholders.”
Planning & Resourcing Manager – Affinity Water