December 1, 2020 – London: Puzzel, the trailblazing innovator of CCaaS for Europe’s leading customer contact centres, has today launched a set of customer service solutions packages – Engage, Delight and Inspire. The new packages will further support the transformation of Customer Experience (CX) and introduce a simpler, more customer-centric approach to the CCaaS industry, highlighting Puzzel’s position as the leading disrupter of Contact Centre as a Service (CCaaS) in Europe.
Recognising that omnichannel service is now a necessity for customers, Puzzel’s three new packages look to combine voice – which remains at the heart of customer engagements – with additional digital channels such as web chat, e-mail and social media. The packages – Engage – voice + one digital channel; Delight – voice + two digital channels; and Inspire – voice + all digital channels – give contact centres the freedom to choose the right channel mix they need to thrive, enabling Puzzel to align with a range of customer service environments all experiencing evolving customer expectations. The packages have been designed so that as their business needs change and their customer centres develop, Puzzel customers can move seamlessly from the engage package, to the delight package, and through to the inspire package. The new offerings will sit alongside Puzzel’s Design package, which enables businesses and brands to build their own bespoke solution, and each can be upgraded with additional tools to suit unique business needs and customer behaviours.
Jonathan Allan, CMO at Puzzel, comments: “Establishing these packages is our approach to not only support the transformation of customer experience, but to continue to disrupt the industry in a way that positively impacts our customers and partners. When designing these packages, we consulted our customers to inform our strategy, to ensure the offering was capable of solving real-life business challenges.”
With this launch, Puzzel is committed to supporting business leaders by challenging the CCaaS industry to become more customer-centric. Contact centres have undergone considerable change as a result of evolving customer behaviours and digital transformations, which have been accelerated by COVID-19. Businesses related to customer service have found that business-critical technologies and infrastructure alongside the outdated practices have had to be reviewed as new ways of working are introduced. However, the current technology landscape still lacks agility, transparency, and is overly complex.
Børge Astrup, CEO at Puzzel, said: “We believe that it’s time that contact centre leaders felt the benefits of a customer-first approach when looking for a technology partner. Puzzel’s new approach will make choosing the right technology simpler for contact centre leaders and in turn result in employees being more motivated and capable to support their customers, ultimately improving engagement and loyalty.”
To lead this revolutionary new approach in CCaaS, Puzzel has also had to evolve and reorganise to put the customer firmly at the centre of its business. A new customer success function has been introduced to increase the level of connection with customers throughout their journey, and there has been accelerated investment to increase the success and services team, both for increased support today and ahead of the predicted growth of Puzzel.
Puzzel’s strategy is to challenge and advance the European CCaaS industry and drive improvements in the customer experience. The new approach and latest product developments, in addition to already boasting one of the top five most innovative products and a strong partner ecosystem, is why Puzzel is the innovative wildcard leading the pack and disrupting the CCaaS industry.
Puzzel is the leading European Contact Centre as a Service (CCaaS) provider. Its award-winning Customer Service Platform consists of three fully integrated, cloud-based solutions, including an omnichannel and AI-enabled Contact Centre, advanced email and Ticketing and Workforce Management, which are easy to use, quick to set-up and scalable for contact centres of all sizes. Customers can also customise the platform with dozens of third-party integrations available through the Puzzel Marketplace. Puzzel was recognised as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Centre as a Service in Western Europe and ranked in the top three European CCaaS providers for 2020 by Frost & Sullivan. Based in Norway, and with offices across Scandinavia, Europe, the UK and Asia, Puzzel works with more than 900 customers across 40 different countries, helping them to achieve success beyond voice, connected experiences and deeper employee engagement. For more information, please visit www.puzzel.com.