Puzzel Contact Centre Solution

Puzzel Call Centre Software

Connect with your customers anytime, anywhere, through any channel and on any device.

Puzzel’s (formerly Intelecom) cloud-based contact centre solution is a highly flexible and scalable multi-channel solution for companies of all sizes. It offers increased productivity, closer customer contact and improved service levels. Truly omni-channel, it manages Voice, Web Chat, Email, Social Media and SMS interactions, all within the same application.

Puzzel’s CCaaS solution is scalable, quick to roll out and can integrate with pretty much any existing technology you may use in your contact centre.

If you are looking for a provider that can help you build your next generation contact centre, or want a no obligation consultancy session, we would be delighted to help. Contact us today to discuss your requirements.

A Complete Multi-Channel Contact Centre Solution

Voice

  • Features
  • Softphone
    Softphone enables agents to answer calls directly from their computer and removes the need to rely on external telecommunication devices such as landlines or mobiles.
  • Outbound dialer
    Outbound dialer enables more efficient use of outbound agents’ time. Puzzel supports preview, power and predictive modes and CRM integration.
  • IVR
    IVR technology automates routine tasks. It allows customers to complete simple self-service transactions 24/7 without agents, extra staffing or operational costs.
  • Recording
    Call Recording provides management of audio catalogues eg what type of calls or chat conversations are happening. A percentage of calls or time slots can be selected.
  • Call Back
    Puzzel manages call-back requests, including voice calls, SMS and web enquiries providing customers with a quick and convenient response without waiting in a queue.

Web Chat

  • Features
  • Multi-device support
    Puzzel is a complete web chat multi-device solution. The open API allows easy integration into website or mobile apps for a seamless customer experience.
  • Design Flexibility
    Puzzel's web chat interface is completely flexible to maintain branding and design options.
  • Survey
    Never miss an opportunity to capture the ‘voice of the customer’ by including an end of web chat conversation survey. Allows service monitoring.
  • Structured Messages
    Get fast and accurate feedback with structured messages to tailor dialogue, allowing business transactions to be completed and recorded in a safe and efficient manner.
  • URL Tracking
    URL Tracking in Puzzel's Web Chat enables analysis of customers’ browsing behaviours. To provide a personalised and relevant service every time.

SMS

  • Features
  • Shortcode Numbers
    With Puzzel short SMS numbers can be used and promoted. Different number options are available for different markets.
  • Inbound
    Inbound SMS messages can be combined with 'bot'-like services to provide more advanced responses before being presented to agents.
  • Outbound
    Agents have the capability to send SMS messages to the caller or any mobile recipients, independently of the channel for the incoming request.
  • Message Templates
    A standardised message template can be used to communicate with callers, send notifications or predefined responses.
  • Alphanumeric Originator
    Through the Puzzel solution, you can set a predefined textual sender name on the sent text message e.g. "Puzzel".

Including: Administration Portal

This portal provides real-time monitoring, detailed statistics and the ability to make critical service changes on demand.

Additional Modules

Puzzel can provide a range of additional modules, all designed to enhance the customer experience you deliver.

Seamless integration with leading technologies

Ready to build your next generation contact centre?

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