Contact centres are under growing pressure to deliver seamless, personalised experiences, across more channels, with fewer resources, and in less time. But for many teams, disconnected systems and siloed tools make that a daily challenge
Customers expect fast, friction-free support wherever they reach out—whether it’s via phone, chat, email or social. And they don’t want to repeat themselves. They want to feel heard, understood, and helped quickly.
To meet these expectations, contact centres need more than just multichannel capabilities. They need truly connected customer journeys—powered by integrated systems, smarter workflows, and the right technology to bring it all together.
It’s about bringing everything together—people, data, and channels—so every customer interaction feels joined-up and relevant. No more starting from scratch with every query. No more repeating information. Just fast, personalised support, wherever and however your customers get in touch.
And for agents? It means less switching between tools, better insight into customer journeys, and more time to focus on what matters most: solving problems and building trust.
This connected approach (also known as customer journey optimisation) is key to creating a smooth omnichannel customer experience that builds trust and loyalty.
1. Better customer experiences
When conversations flow naturally across channels, customers don’t have to repeat themselves or chase updates. That consistency builds trust—and makes it easier to deliver personalised, proactive support based on preferences, behaviour, and past interactions.
2. Smarter operations
Consolidating your tools into a unified contact centre platform helps reduce complexity and cut costs. You can automate repetitive tasks like summarising calls or collecting basic details, and use AI-powered chat to handle simple queries—freeing your agents to focus on more complex issues.
3. Empowered agents
Give agents a single view of each customer’s journey—including interaction history, sentiment, and intent—so they can respond more effectively. With access to real-time guidance and data, agents can resolve queries faster, more accurately, and with greater confidence.
Making this shift doesn’t have to be complicated. Here’s how to start improving your omnichannel customer journey one step at a time:
1. Review your current setup: Look at how your customers currently reach out and where the gaps exist. What’s working? What’s not? Identify areas where conversations break down or where agents lack visibility.
2. Choose the right platform: Invest in a flexible, cloud contact centre solution that brings your channels and data into one unified workspace. Look for flexible, cloud-based platforms with built-in AI, smart routing, and deep integration capabilities.
3. Map and streamline your conversation flows: Design interaction flows that reflect real customer needs and intent. Make sure transitions between bots and agents feel seamless—and that your system adapts to different scenarios and channels.
4. Measure and optimise continuously: Track key metrics like customer satisfaction, resolution rate, and agent handling time. Use those insights to improve the experience, both for customers and your team. The most successful contact centres don’t set and forget—they evolve over time.
The National Residential Landlords Association (NRLA) supports thousands of members with everything from legal advice to general account queries. But with a disconnected contact centre setup, they were facing delays and inefficiencies.
By moving to Puzzel’s cloud-based solution, they unified their channels and gave their team a more agile, integrated workspace. One standout result? An 86% reduction in written response times. The team now has more time to support members and deliver faster, more consistent service across the board.
At Puzzel, we help contact centres modernise their operations and improve customer experience by connecting conversations across every channel. Our solutions make it easier to deliver consistent, responsive, and personalised support—at scale.
Want to see what that could look like for your organisation? Book a free demo and explore how Puzzel can support your next step in connected customer service.