Seamless contact centre solution for Microsoft Teams
Increase cross-team collaboration and streamline your service with Puzzel’s Microsoft Teams contact centre solution
- 90%
- 4%
abandonment
- 50%
Why people choose Puzzel
- A Microsoft Teams certified partner
- Eliminate the need for agents to switch between application windows
- View the presence status of agents and colleagues across the organisation
- View contacts’ calendars to better align meetings and calls
- Connect agents with colleagues at home and in the office
Supercharge your contact centre with a contact centre solution for Microsoft Teams
With Puzzel you can deliver connected experiences for your customers and your agents with our contact centre solution for Microsoft Teams. That’s what makes us the CCaaS platform for everyone, you included.
High-powered Managers
Insights: See your teams’ perofrmance in real-time with Puzzel Quality Monitoring and Performance Management.
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Productivity: Plan ahead and make critical decisions with Puzzel WFM and Puzzel’s Real-time Reporting Dashboard.
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Experience: With tools such as Call Flow Tool, you can design the call flow (route) around your agents’ strengths in an easy-to-use interface.
Enriched agents
Insights: Consolidate all customer interactions into a single platform, and empower agents with Agent Assist and Puzzel Knowledgebase.
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Productivity: Free up your Agents’ time for the things that really matter by automating routine tasks.
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Experience: Provide your Agents with features that make things easier for them, such as Screen Share, Video Share, and simple remote working.
Valued customers
Insights: Guide your Agents through challenging interactions in real-time based on the customer’s mood and their entire interaction history.
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Experience: Allow your customers to switch between channels of their choice.
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Productivity: Track customers’ behaviour on your website to understand their needs and deliver a smarter experience with Puzzel Digital Engagement.
Keep hybrid teams connected
Microsoft Teams keeps your agents connected when they’re working from home, in the office, or anywhere in between. Agents can chat with their colleagues with out leaving the Puzzel Agent application and join in team discussions from any location, keeping them engaged and reducing the need for internal calls and email chains.
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Streamline your workflows
Integrating Microsoft Teams into your Puzzel Contact Centre removes the need for agents to constantly switch between windows and tabs while interacting with customers. Agents can request advice from your back office or other colleagues quickly, without having to put the customer on hold, speeding up handling times and increasing customer satisfaction.
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Increase internal visibility
Microsoft Teams enables you to view your colleagues’ presence status and work calendars to better align plans, meetings and calls. Got an urgent question? You can instantly see who is available to help and who is busy or away from their desk.
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The best customer service providers use Puzzel
Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences.
Contact Centre Packages
Puzzel’s Contact Centre Packages give you the flexibility of choosing the right channel mix to support a wide range of customer service environments and evolving customer expectations. Resolve, Impress and Power, help support agents during live interactions. Power not only looks at supporting Agents but Managers too with tools such as performance management and Agent scheduling.
Resolve
You want to start with the essentials for your contact centre by focusing on resolving customer problems via phone.
- Voice
- Basic IVR
- Call recording
- Silent monitoring
- Reporting
- Agent Assist
- Microsoft Teams integration
Impress
You want to impress your customers by providing agents with automated support during live interactions so that they have the right tools to deliver the best customer experience.
- Voice
- Chat
- Messaging*
- Omnichannel routing
- IVR with Text to Speech
- Advanced Agent Assist
(sentiment analysis, bot** and knowledgebase help for agents) - Microsoft Teams Integration
- Reporting
Power
You want to improve customer satisfaction by providing agents with automated suggested answers during live interactions and by helping managers to give personalised training to agents and effectively staff the contact centre.
- Voice
- Chat
- Messaging*
- Omnichannel routing
- Voice Bot
- Advanced Agent Assist
(sentiment analysis, bot** and knowledgebase help for agents) - Microsoft Teams Integration
- Reporting
- Performance Management
- Workforce Management (WFM)
*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.
Digital First packages
Puzzel’s Digital First is for CCaaS teams looking to improve their channel management strategy and customer satisfaction. These packages aim to deliver proactive and personalised self-service while reducing costs by automating manual and repetitive tasks.
Discover
You want to improve your channel management execution and meet customers where they are, through digital channels.
- Channel management
- Website user behaviour
- Dynamic banners
- Web chat & messaging*
- Contextual routing
- Agent Assist including Knowledgebase
Embrace
You want to improve your customer satisfaction with self-service and personalised service, while reducing costs by automating manual and repetitive tasks.
- Smart Chatbot
- Customer facing Knowledgebase
- Channel management
- Website user behaviour
- Dynamic banners
- Web chat & messaging*
- Contextual routing
- Agent Assist
(including sentiment Analysis, Bot** and Knowledgebase help for agents)
*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.
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