Puzzel Contact Center as a Service (CCaaS)
Connected experiences across channels
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Connected experiences across channels
By using the latest cloud-based technologies, our Contact Centre platform provides customers with a seamless experience across all channels. Customers have the freedom to easily move across channels or from self-service to assisted service without ever-changing devices or experiencing any disconnection.
- Voice - Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more.
- Email - Respond to emails fast with automatic routing, queuing and prioritisation.
- Web Chat - Offer your customers live, convenient support as they browse your website.
- Social - Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot.
- SMS - Deliver personalised service, surveys and campaigns straight to your customers’ mobile phones.
- Video - Video chat with customers and share screens for a more empathetic customer experience.
Agent Productivity
By harnessing the power of artificial intelligence, our Agent Assist technology helps agents fill in any knowledge gaps and provide an outstanding level of customer support. New recruits are on-boarded quicker, and old-hands supplement their knowledge with the latest information. Our Agent Assist technology analyses written and verbal conversations and instantly suggests the best possible answers based on the topic and context. Agents interact with a familiar chatbot interface which operates like an intelligent Virtual Assistant or Knowledgebase. And because AI works best when it’s listening and learning in turn, agents are actively encouraged to rate the quality of information provided.
Designed for an exceptional customer experience
Maybe it’s because of our Nordic roots, but we believe that contact centres should start with the people, not the tech. By applying the design principles of test and learn, our platform has evolved into one of the most flexible solutions on the market. The perfect solution in fact, to help you realise the customer experience you’ve always wanted. Customer-freedom is central to our approach. By allowing customers to switch quickly and effortlessly across channels, you’ll optimise their experience at every touchpoint. And when communications benefit from a more visual approach, exciting new technologies like video calls and screen sharing, help ensure a speedier resolution.
Insights into success
Our Performance Management tools allow busy managers to aggregate, monitor and scrutinise their staff performance. By consolidating data from across your contact centre’s systems, our intelligence gathering dashboards provide a single, standardised framework that reports against the key metrics you need to operate at your optimal best. Our highly visual interface allows managers to customise key performance indicators, like queue times and channel preference, or compare team and individual performances against historic data. Simple, fast and hugely insightful.