A new addition to the Puzzel’s family marks another milestone in the company’s vision to power the future of commerce with smart experiences.
London, United Kingdom – November 1, 2022: Puzzel, a leading European Contact Centre as a Service (CCaaS) provider, has today announced the acquisition of the Swedish Outbound Sales platform, S2.
Bringing S2’s sales intelligence solution into the Puzzel Customer Service platform will help Puzzel’s customers improve customer service experience by adding the outbound call functionality to their service execution and bridge the gap between contact centre and sales operations so that the customer has more connections across different touch points.
Puzzel CEO, Frederic Laziou comments: “With 60% of customers saying that when they talk to customer service and sales, they feel like they talk to different companies, we realised that there is a gap between customer service and sales organisations that creates disconnection in the way many B2C brands serve their customers.
We’re delighted to have S2 join Puzzel, so the powerful solution can give our customer base the outbound call capabilities they need to execute on their customer service strategy and to improve the customer experience across all touch points.”
Headquartered in Uppsala, Sweden, S2’s technology helps sales organisations increase their revenue by automating manual sales tasks and leaving agents more time to spend on the phone with customers and prospects. S2 increases agent productivity and provides a great user experience so that agents are happier at work and there is less turnover. S2 also enables managers to configure the system and adapt it to the sales process, visualise all the KPIs that matter to them and get real-time insights that help them improve sales performance.
The S2 technology includes intelligent auto-dialler, a routing system that matches agent to customer based on selected criteria, geo location-based booking system for face-to-face customer meetings, real-time reports and third-party integrations with e-signature and payment systems.
A S2 customer has seen sales increase by 13% in the first year and another customer has seen a 100% uplift in number of sales meetings booked.
Puzzel will integrate S2 capabilities into its cloud contact centre as a service platform.
S2 is Puzzel’s fourth acquisition in just three years. The company purchased the case management platform, Logicalware in December 2019, workforce management solution provider, U-WFM in April 2020 and the conversational AI platform, Vergic last September, expanding Puzzel’s ability to provide connected experiences across channels for agents and consumers.
Commenting on the acquisition, Morgan Sandberg, CEO at S2, said: “We’re very excited to become part of the fast-growing and innovative team at Puzzel. Our technologies complement each other perfectly, and our cultures are already one and the same. Both our companies share a Scandinavian heritage that heavily influences the way we think about customer and employee care. We’re here to make life easier for contact centre and sales agents so that they feel happier, stay longer with the business and deliver better results.”
To find out more, please visit www.puzzel.com/s2-communications
Puzzel is the leading European provider of cloud contact centre solutions. Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy. The Puzzel Platform enables organisations to create rich journeys for their customers, with a mix of live and self-service experiences that give people the freedom to choose when, where and how they get help. Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. Puzzel also includes a suite productivity and planning tools to empower managers and agents to reach their goals and continuously improve performance. With 20+ years of experience in the industry, Puzzel is the CCaaS provider organisations trust when every moment matters. For more information, visit www.puzzel.com.
S2 is the leading Swedish Outbound Sales platform founded by Morgan Sandberg, Ulf de Albuquerque Sahlin, Pär Wästberg and with offices in Uppsala. S2 helps sales organisations increase revenue by optimising agents’ time during the sales journey and providing them with quick and easy access to customer information so that customers feel more satisfied and buy more.
The solution allows brands and outsourcing sales organisations to improve agents’ productivity and effectively engage with their customer base at the point of sales. The S2 technology includes intelligent auto-dialler, a routing system that matches agent-customer based on selected criteria, geo location-based booking system for face-to-face customer meetings, real-time reports and third-party integrations with e-signature and payment systems.
To find out more, please visit www.s2.se/en