Affinity Water Case Study

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

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
  • 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 Outcome

  • 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

“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

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

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