Puzzel AS (formerly Intelecom’s contact centre entity) has introduced new functionality and added a series of product enhancements to the company’s flagship multichannel cloud contact centre solution. Available from the end of October 2014, the latest version provides more control and availability for contact centre leaders and enables faster, more effective handling of social media requests in a single, integrated application.

Christian Thorsrud, Product Manager at Puzzel AS said, ”One of the main areas of focus for our product development strategy is to put managers and agents in complete control of their contact centre environment by offering them scalability and customisation in a simple, totally integrated solution. The ability to deal with enquiries without having to switch between screens speeds up handling times and efficiency. Agents prefer it and so do their customers.”

In the latest release of Puzzel’s contact centre solution, all customer enquiries via Facebook, Twitter, chat and telephone are handled simultaneously from the same screen. This reduces the number of interfaces agents have to manage, leading to faster, more effective enquiry handling and increased customer satisfaction.

Puzzel has developed a brand new home page for the Contact Centre Administration Portal, the administrator and management interface within the Puzzel contact centre solution that provides contact centre leaders with the intelligence they need to improve decision-making and take corrective action swiftly. The home page now delivers vital live data from up-to-date incident messages to the latest product information, news and user tips. By far the biggest benefit of the new home page is the graphical display of real-time information that instantly pops up giving managers clear visibility of contact centre activity without having to refer to wallboards or other parts of the system.

In addition users can now access the Contact Centre Administration Portal from a multitude of mobile devices including the latest Apple and Android operating system smart phones. This increases data availability and allows important changes to be made by managers from anywhere at any time.

The latest release also sees Puzzel enable managers to produce reports and then schedule them to be sent automatically by email to chosen recipients at selected times of the day, week or month. This delivers significant time savings and promotes consistency.

In September 2014, Puzzel announced that it had achieved ISO27001:2013 accreditation, the latest update of the world’s most recognised standard for information security. The certification was awarded after a review by external auditors lasting just six months, further endorsing the security and strength of Puzzel’s data policies and processes.

Puzzel delivers a complete, multichannel cloud contact centre solution. Its functionality is available in modular form which means customers specify the tools that are right for their business. Puzzel’s cloud technology and open Web Services allow integration with third party applications and its contact-centre-as-a-service (CCaaS) framework ensures customers achieve operational and cost efficiency on a pay-as-you-use basis which requires no capital investment or maintenance costs. Puzzel has over 15 years’ experience of providing cloud contact centre solutions.