Case Study: Newmarket Holidays reduces wrap-up time by 65% with Puzzel

Newmarket Holidays cuts wrap-up time by 65% with Puzzel

Newmarket Holidays, an independently owned escorted tour provider, faced significant challenges with their outdated contact center platform. Their existing telephony system from their previous supplier caused audio issues, payment failures, and agent frustration, hindering smooth customer communication. Seeking a reliable and intuitive solution, they partnered with Puzzel to implement their contact center and Conversational Intelligence platform.

By implementing Puzzel's solution, Newmarket Holidays achieved transformative results. The vendor's platform reduced wrap-up time by 65%, decreased average handling time by 10%, and provided clearer call audio. Puzzel also enabled reliable payment processing and delivered valuable customer insights through its tools. This led to improved agent productivity, a better customer experience, and contributed to the company's best sales month in 44 years.

Newmarket Holidays