Voice
Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more. Learn more about Voice
Designed in the Nordics, our CCaaS platform provides all the tools, channels and functionality needed to simplify the complex. Automation ensures that agents’ time is spent more productively, data analytics provide managers with precious insights, and most important of all, customers receive a quicker, more convenient resolution.
Through automating manual, repetitive tasks and supporting agents with AI tools, agents and managers reclaim the capacity to focus on quality agent-customer time.
Create a seamless, end-to-end user experience across all channels. Resolve problems and queries quicker, and free your agents to provide the value-added personal touch that customers remember.
All your contact centre metrics are visualised in a single dashboard, providing managers with the insights they need to optimise your contact centre’s performance.
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.
Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more. Learn more about Voice
Respond to emails fast with automatic routing, queuing and prioritisation. Learn more about Email
Offer your customers live, convenient support as they browse your website. Learn more about Web Chat
Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot. Learn more about Social
Deliver personalised service, surveys and campaigns straight to your customers’ mobile phones. Learn more about SMS
Video chat with customers and share screens for a more empathetic customer experience. Learn more about Video
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.
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.
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.
Cloud contact centres are hosted and operated in the cloud. They are a modern alternative to traditional on-premises contact centres, where all hardware, software and infrastructure is stored and used onsite. Cloud contact centres are typically more agile, scalable and cost effective than on-premises contact centres, which require costly in-house support and maintenance. Many Contact Centre as a Service (CCaaS) providers offer complete cloud contact centre solutions on a pay-per-seat model. Cloud contact centres are particularly popular among companies that wish to offer flexible work from home arrangements for their agents.
Omnichannel contact centres can provide seamless customer service and support across multiple channels. While customers may choose to make an initial enquiry via email, they may then continue with that enquiry on social media or on the phone. Most omnichannel contact centres offer service across voice, email, web chat, social and SMS.
Skills-based routing ensures customers are directed to the first available agent with the highest skills to handle their enquiries every time. Here’s how it works in the Puzzel Contact Centre:
Our data is stored in two data centres located in Norway. We rent colocation space, cooling and power, but manage the rest ourselves. Puzzel has implemented geo-redundancy and the data centres also have full local redundancy on all levels. All components and services are N+1. All data is stored within EU/EEA.
Yes. IP restriction and customer-specific whitelists are supported.