LONDON, UK, 07 JUNE 2022: Puzzel, the leading European provider of cloud-based contact centre solutions, has today expanded its product offering with two new solutions: Puzzel Smart Chatbot and Puzzel Performance Management.

The new solutions will help today’s rapidly evolving businesses to drive more productivity and performance in their customer service and support teams.

Puzzel Smart Chatbot is an AI-powered chatbot solution that enables businesses to provide 24/7 automated customer service on their website. Unlike standard chatbots, Puzzel Smart Chatbot can be trained to answer customer questions and automate the handling of routine service tasks, such as creating accounts, resetting passwords and fetching information for customers, which can be tedious for agents and costly for businesses.

Thomas Rødseth, Chief Technology Officer at Puzzel, commented: “Puzzel Smart Chatbot can be embedded into your business website and track web users’ behaviour prior to and during interactions. This enables the bot to understand each individual user’s intent and deliver a smarter customer experience, automatically taking care of routine, repetitive tasks and driving customer satisfaction. It can even offer advanced web guidance, such as website tours and automated co-browsing to help customers fill out forms and complete purchases. As always, the ability to escalate to a live agent for empathy and additional support is immediately and seamlessly available.”

Puzzel Smart Chatbot is now available as a standalone product or as an add-on to the Puzzel Customer Service Platform.

The second release, Puzzel Performance Management, provides contact centre leaders with a single, standardised framework for tracking and managing all metrics across their contact centre. Managers can create targeted KPIs based on their channels and business queues, and visualise both teams’ and individual agent’s performance against these goals in real-time.

Thomas Rødseth, Chief Technology Officer at Puzzel, commented: “Contact centre managers and supervisors can spend up to 50% of their time collecting data from different systems, importing it into their analytics systems, and analysing reports. That’s 20 hours a week that we think could be better spent. So with Puzzel Performance Management, we’ve consolidated all contact centre KPIs and metrics in one place. Managers can see exactly where their teams and agents are performing well and where they need to improve, in real-time, so they can take immediate action to improve operations and performance.”

Right now we’re offering a free 45-day trial of Puzzel Performance Management to current Puzzel customers. Log on to Puzzel Admin and navigate to the Performance Management page and click the start trial button.

The two new solutions come hot on the heels of Puzzel Dashboard, a real-time reporting feature released by Puzzel in February. The company has also made a number of improvements to its Customer Service Platform, including the introduction of parent and child tickets in Puzzel Case Management, support for multi-language articles in Puzzel Knowledgebase, and stereo recording for voice calls.

You can find out more about Puzzel’s latest product releases and innovations at www.puzzel.com/whats-new.

About Puzzel

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 of 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.