Case Study: Affinity Water enhances customer experience with Puzzel cloud contact centre solution

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

Affinity Water sought to replace its traditional PBX system with a cloud-based solution to handle increased call volumes, enhance customer satisfaction, and meet regulatory targets. To address this challenge, they partnered with vendor Puzzel for their contact center solution.

Puzzel implemented a cloud contact center solution featuring a CTI framework and skills-based routing. This streamlined the call delivery process, accelerated response times with 100% availability, and empowered agents to provide better service. The measurable impact included reducing resolution times from five days to three and ensuring compliance with industry regulations.

Affinity Water

Luke Sambridge

Head of Customer Strategy & Experience