Ombudsman Services Case Study Cloud-based contact centre solution from Puzzel helps Ombudsman Services introduce fexible working and support rapid business growth The Requirement Rapid business growth has prompted the UK’s leading independent dispute resolution company to replace its original on premise telephony sysem with a more fexible, scalable solution to manage increased call volumes and support new ways of working. “On average, our busy contact centre handles 40,000 calls per month but these volumes can vary considerably depending on ofers and deadlines imposed by diferent regulators or participating companies. The ever increasing volume of calls also refects the number of companies and consumers requiring our specialisservices. As a result we had to fnd new ways of working to creat

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