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Transform the citizen experience in the public sector.

Deliver on your promise of empathetic and proactive support. Our CX platform has the tools, channels and functionalities you need to boost your operations, empower your agents and elevate the citizen experience

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Trusted by Europe's customer experience leaders.

The CX platform that is built for today's citizens.

Your industry is constantly changing and evolving. And so are your citizens' expectations. The Puzzel CX Platform helps you address shifting citizen experiences and empowers your organisation to deliver tailored service, faster, across all channels 

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  • Make your citizens’ form submission process quick and easy 
    Supply citizens with the tools they need to easily apply, register or book through the website, and if they get stuck, offer proactive help based on the webpage they’re visiting

  • Tackle high-volume transactional enquiries 
    Effectively manage high-volume, low-complexity enquiries such as council tax or waste collection with self-service, and ensure agents have the necessary citizen information readily available when they need to step in

  • Quick and easy service appointments 
    Make digital appointment bookings and video assessments a breeze, so when contractors are sent, they are better equipped to resolve the issue at the first visit.

  • Support all citizens, better 
    Give the support that best matches your citizens’ needs through omnichannel solutions, offering a range of tools for improved accessibility.

  • Connect citizens directly to the right agent
    Ensure your citizens are forwarded to the right agent with the right skills using skill-based routing or IVR, providing effective solutions and support when direct contact is needed the most. 

 

Elevate the citizen experience with next-generation technology.

We continuously develop our CX platform drawing from the experience of hundreds of businesses like yours, making sure you’re always a step ahead. Our CX platform lets you deliver fast, personalised service to build long-lasting relationships and support your citizens when they need it most. .

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Centralise the
citizen experience.

Meet your citizens where they are, in the best channel. Our cloud-contact centre platform offers true omnichannel capabilities, allowing citizens to interact with your organisation through their preferred channels. Whether it's phone, web, email, chat, or social media, you can provide a consistent and cohesive experience that meets the diverse needs of your community. And, with tools like co-browsing, live share or video, you can assist your citizens with more complex tasks, such as filling out forms or making transactions, ensuring they get the support they need

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Balancing self-service and human support for personalised experiences.

Make it simple for citizens to find the answers they need through intuitive self-service options. Based on citizens’ website navigation, you can offer proactive and tailored support at the right moments, whether it be a chatbot or directing them to an FAQ page that’s relevant to their queries. And where self-service won’t cut it, simply connect citizens to agents with full query context, so your citizens get the human support they need. 

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Boost your agents to deliver world-class service.

Let tailored self-service solutions handle repetitive queries like rent balances and council tax questions, freeing up valuable time for agents to focus on the conversations where it truly matters. With collaborative tools at their disposal, agents can easily communicate and collaborate, driving enhanced experiences for both customers and agents alike. 

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Simplify your digital transformation.

With more than 25 years of experience building tailored customer service solutions and helping businesses migrate to the cloud – we are the technology partner you can trust to guide and support you on your digital transformation journey. Our cloud solutions are ISO 27001, ISO 27701 and ISO 9001 certified, so you can ensure the highest quality service and security for your citizens. 

Fully integrated in your workflow
A platform that scales with you.
Your customers are always changing. We continuously develop our CX platform drawing from the experience of hundreds of businesses like yours, making sure you’re always a step ahead. Our Contact Centre platform lets you add new features or expand your operations as you grow, easily and simply.

Frequently asked questions.

Join Europe's leading Public Sector organisations.