How PowerPlay used real time customer support insight to prevent 50% revenue loss
Live Webinar | Wednesday, July 30, 1–2pm BST | 9–10am ESTHosted by EdgeTier & PowerPlay In iGaming, when something breaks
On-Demand
Hosted by EdgeTier & TUI
If your teams are drowning in tickets but flying blind on root causes, you’re not alone. Many contact centres face the same problem: lots of data, little visibility. Manually digging through conversations is slow, reactive, and doesn’t scale.
Travel giant TUI takes over one million customers on holiday each year. With that scale comes over 100,000 customer contacts per week—and a growing challenge: understanding what’s driving those contacts.
Like many support teams, TUI had gut feelings about why customers were reaching out, but no concrete data to confirm or prioritise. They needed a scalable way to uncover root causes and act fast.
Manual analysis couldn’t keep up. And while support agents were sitting on a goldmine of insights, that data rarely made it beyond the contact centre.
So, TUI changed approach. The result? A drop in total contact rates, a reduction in a key contact drivers, fewer repeat issues, and smarter decisions across product, digital, and operations.
“If you don’t know why customers are contacting you, you do things with gut feel. And as much as that can be a strategy, it’s not a long-term plan. We’ve got to really understand what problems arise—and if we know that, we can focus investment in the right places.”
— Continuous Improvement Team, TUI
Whether you’re leading a contact centre or looking to make smarter, faster business decisions using the Voice of the Customer—this session is for you.
Live Webinar | Wednesday, July 30, 1–2pm BST | 9–10am ESTHosted by EdgeTier & PowerPlay In iGaming, when something breaks
We’re excited to attend ICE in Barcelona and connect with leaders in the iGaming industry. At EdgeTier, we help customer
UPDATE: Did you catch our webinar with our CCO Bart? It was a great convo about how to extract insights
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
"You’ve got an issue, but you don’t know how many people are affected. You don’t know the scale. You don’t even know if it’s real."
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
Let us help your company go from reactive to proactive customer support.
Unlock AI InsightsEvent date: 12 June, 2025
Event time: 3:00 pm