London, United Kingdom – April 20, 2023: Puzzel, a leading provider of cloud-based contact centre solutions, has announced its new suite of tools to successfully manage customer interactions from sales to support – helping contact centre teams create a coherent, consistent experience across all touch points.  

The launch consists of a new product, Puzzel Sales Intelligence, and a new feature within Puzzel’s admin portal, Customer Insight, as well as further improvements to Puzzel Performance Management and Workforce Management.

“Customer loyalty is not merely a by-product of good customer service, but also a result of the number of products and services purchased from a brand,” explains Thomas Rødseth, Chief Technology Officer at Puzzel. “With this in mind, we understand that retaining customers can be challenging, and that’s where our new product Sales Intelligence, comes in. It relieves your sales agents from the pressure of repetitive tasks improving their productivity to help you drive revenue growth across your customer base. Your contact centre works hard to keep your customers satisfied, and with our Sales Intelligence product, you can amplify that loyalty and take your brand to new heights,” adds Thomas Rødseth. 

The latest releases include: 

• Sales Intelligence: A powerful tool that improves sales agents’ productivity by automating manual tasks, like dialling phone numbers and looking for customer info. Agents have more time to focus on customer conversations, bringing real value to their experience.  
  
  Sales Intelligence’s core functionality is the intelligent dialler, available in four modes: power, progressive, predictive and smart. The product also features capabilities developed with the aim of making sales agents’ and their managers’ lives easier. It targets key challenges, such as when customers don’t pick up the phone or don’t complete the purchase, too many admin tasks, poor lead quality and lack of customer insights. 
• Customer Insight: Puzzel’s admin portal now includes Customer Insight, a new feature designed to gather valuable feedback directly from customers. With customisable surveys and feedback forms, businesses can gain insights into customer satisfaction after each contact centre interaction and use this information to improve the customer experience. Customer Insight also offers advanced reporting capabilities, enabling businesses to track customer satisfaction trends over time and identify areas for improvement. Overall, Puzzel’s Customer Insight is an invaluable tool for unlocking customer feedback, and it’s available on the contact centre platform. 

In addition to these new products, Puzzel Performance Management is now enhanced with more KPIs, as well as the ability to import data from other systems. Puzzel Customer Insight can also be linked to Performance Management, allowing contact centre teams to associate customer feedback with agent interactions – for more actionable insights.

“Customers are at the heart of everything we do at Puzzel, and these new products and product improvements reflect our commitment to providing the best possible customer experience. With Sales Intelligence and Customer Insight businesses can gain a deeper understanding of their customers whilst breaking down CX silos and make informed decisions that drive growth and success.” Thomas Rødseth, Chief Technology Officer at Puzzel said.

To find out more about Puzzel’s latest innovations and improvements, visit Puzzel’s What’s New webpage today.

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. For more information, visit www.puzzel.com.