London, 11th June, 2020 – Puzzel today announced that it has expanded its strategic partnerships through a new agreement with Koopid.ai, enabling Puzzel customers and partners to access Koopid’s next-generation, AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.
Koopid’s powerful AI and machine learning models, connect siloed channels and delivers a single brand, seamless experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interaction data is persisted and curated for analysing context, automation opportunities, personalising customer interactions and increasing agent productivity.
Koopid’s technologies can now be integrated into many market-leading contact centre solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context together with a record of current and historical interactions. This delivers an improved customer experience as well as operational benefits across both digital and voice channels.
Rob Wiles, Partner Channel Director at Puzzel, commented: “Koopid are perfectly aligned to help our customers and partners with the increasing demand for instant and hyper-personalised experiences. Puzzel and Koopid can now deliver this experience via the customer’s chosen channel – Web, Mobile, Voice, Social or SMS. I’m really pleased to welcome them to our eco-system.”
Venkatesh Krishnaswamy, CEO at Koopid, commented: ‘I am delighted to be partnering with Puzzel, where Koopid can provide an additional digital overlay on existing contact centres. Elegant customer-facing experiences utilising Koopid’s conversational UI + natural language for self-service easily automates use cases by seamlessly extending the self-service journey to the contact centre agent. Working with Puzzel we can radically simplify Conversational AI implementations with Koopid’s no-code tools for business users.”
“Our customers have deployed solutions in domains like banking, citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail. We hope that this relationship will further extend the significant lead that we enjoy in the AI communication space, while also expanding the Koopid footprint in the European market.” added Krishnaswamy.
Koopid’s Multimode Virtual Assistant enables dynamic self-service journeys that incorporate natural language and visually rich user interactions, leveraging the full spectrum of today’s smartphone and web interfaces. Using Koopid’s xDesigner – a drag and drop service creation tool – a customer self-service journey template can be created in minutes with no programming required. These digital journey templates can be invoked from a number of channels: web portal, mobile app, mobile browser, SMS, email or consumer messaging. Each journey is instantiated as a cross-channel persistent conversation – therefore a customer can start on one channel (such as web portal), transition to a different channel (such as a mobile app) and simply continue the journey. At the core of Koopid is a powerful data platform that curates interaction context and conversation data in-line. As a result, customer journeys are continually optimized using AI and machine learning algorithms, personalizing the experience in real–time.
Puzzel is a leading cloud-based contact centre software provider and was a pioneer in offering integrated customer engagement as an easily deployed service. Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization. Puzzel was recognized as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Center as a Service in Western Europe for the fifth consecutive year, reflecting its rapid growth, functional breadth, standards compliance, and commitment to customer service and support. Headquartered in Oslo, Norway, with offices in six European markets including the U.K., Puzzel serves more than 900 customers across 40 countries. For more information, please visit www.puzzel.com.