What is the name of the new product?
Our new product is called Ticketing and is based on Logicalware’s comprehensive ticketing and automation solution. It is already well integrated with Puzzel’s Cloud Contact Centre platform. The Logicalware name and branding will no longer be used and our well-known ruby colours are already present on the user interfaces.
What does Ticketing do?
By combining Ticketing with your core Puzzel Contact Centre solution, you will have access to one integrated tool where all emails received and distributed in Puzzel Contact Centre are managed by Ticketing, all without leaving the Puzzel Agent Application.
What are the key benefits of Ticketing?
You have already implemented and enjoy the benefits of your Puzzel Contact Centre. Now, by adding Ticketing to the mix, you have a great opportunity to enhance your activities with a full omnichannel suite for customer service including full ticketing and case management. Incorporating Logicalware’s proven excellence for automation and stability, Ticketing offers a robust solution that easily scales as your business grows and is suitable for all sizes and types of contact centre.
Combining Ticketing with your Puzzel Contact Centre promises the following benefits:
- A full omnichannel solution combining real-time capabilities of the contact centre with ticketing
- Unified handling of incoming requests in all channels including the latest social media for fast, efficient query management
- Any number of email addresses can be added as new channels and prioritised accordingly for improved customer service
- All-in-one solution creates a unified experience for agents and administrators
- There is a Single Sign-on between both solutions – therefore there is no need to leave the Puzzel agent application making it easy and secure
- Extended broadcast campaign functionality – SMS and email
- Cost of integration is included in the Puzzel Contact Centre Email channel providing transparency and cost-effectiveness all in one.
Which languages is Ticketing available in?
The product is available immediately in English and by the end of February, Ticketing will also be available in Finnish, Swedish, Danish and Norwegian.
Can I use Ticketing as a standalone product?
If you prefer Ticketing can be used as a standalone product for e-mail, SMS and Facebook. It can also be fully integrated to give you ticketing capabilities within Puzzel Contact Centre, and one unified queue to manage distribution of all interactions.
How much does the new product cost?
Like all Puzzel solutions, it depends on the size and complexity of your implementation. Your account manager can discuss the best options with you.
Ticketing and Cention
Cention is one of Puzzel’s many partners who offer value-added services to enhance our own product portfolio and your Puzzel contact centre. Many of you will already be using Cention for email and ticketing.
I already use Cention for email and ticketing – will I be forced to move to the new Ticketing system?
We will carry on our partnership with Cention and you can continue to use the solution for as long as it suits your business needs. However, you also have the option to upgrade to the new Ticketing solution and our team will help you to do this.
Will I still get Cention upgrades and roadmap information?
Yes, you will still receive all the usual updates as part of our commitment to Cention as a partner and you as a customer.
Will you honour my Cention contract?
Details relating to your contact will remain unchanged.
What if I want to move from Cention to Ticketing, will you pay/assist with the transfer?
Yes, we will assist with upgrading to the Ticketing platform as efficiently as possible. Your account manager can discuss the options available to you.
Putting Ticketing into practice
Who will support Ticketing?
The new product will be supported by your current team of trusted Puzzelers from initial sales, implementation to ongoing support and development. It is business as usual with all the familiar faces and contacts helping you to set up Ticketing from day one.
What about any legal implications, will there be a change in my relationship with Puzzel?
There will be no change in the legal entity and any contracts you have with us will remain the same and from Puzzel.
Discovering more about Ticketing
Where should I go to find out more information about Ticketing?
You can download a new product brochure below or speak directly to your account manager.
Watch out in the coming weeks for details of a special webinar dedicated to Ticketing and exclusively available to Puzzel customers where you will have additional opportunities to put questions to the team.