Puzzel Live Share

by Puzzel

Video and screen sharing solution

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Face-to-face communication for contact centres

Every day, millions of people use video to connect with their colleagues, friends and family. Now with Puzzel Live Share, they can connect with your contact centre team too! Video enables you to serve customers live and face to face, regardless of their location, making it a highly convenient and effective channel for solving problems and building rapport.

  • It provides a friendlier and more personal customer experience than a phone call or web chat interaction, and improves accessibility by enabling agents to use sign language and other visual aids.

Visual media

Visual media makes it easier than ever before for your customers to explain and substantiate complex problems, such as a burst pipe, a faulty appliance or a traffic accident.

  • Using a smart device, they can create a one-way video call with your customer service team, visually demonstrating their issue and providing important context.
  • During the call, they can freely switch back and forth between front- and rear-facing cameras. They can also take a photo or video of the problem and send it to an agent.

Screen-sharing and co-browsing

Even the best designed websites and online stores can sometimes require a helping hand. With Puzzel Live Share, your contact centre agents can share web sessions and co-browse with customers to help them navigate your website or assist with online tasks. For example, agents can share their screens to demonstrate where customers can find the information or products they’re looking for.

  • Agents can also co-browse with customers to help them fill out web forms and make purchases. During transactions, all sensitive details such as passwords and payment details are obscured for the customer’s security. Screen sharing and co-browsing can also be combined with a video call for an extra immersive experience.

No downloads or extra software required

Puzzel Live Share integrates effortlessly with your broader Puzzel Contact Centre solution. Customers don’t need to download or install any additional apps or software, so they can connect with your contact centre agents as easily as they would through voice, web chat or social media channels.