Enterprises can now conduct all communications, both internal and customer-facing, in one place

Today Puzzel, leading European Contact Centre as a Service (CCaaS) provider has launched a Microsoft Teams integration to enable agents to search for contacts in Teams within the Puzzel Agent application. With this integration, agents can make calls, send messages, transfer contacts, and view the contact’s schedules, as well as alleviating the need to use a different app for contact information of presence status.

This new integration further supports contact centre agents in delivering excellent customer experience, and as working from home increases, and with support inquiries moving in the same direction, it’s crucial that front-line staff are provided with the tools to do their job.

Back in 2019, Microsoft Teams announced that it is used by 500,000 organisations*. With the outbreak of COVID-19, we can assume that these figures would have dramatically risen as businesses set-up their systems to support customers whilst working remotely.

Thomas Rødseth, CTO at Puzzel commented: “With Puzzel’s Microsoft Team integration, Puzzel customers can now provide their users full visibility of contacts and presence of their entire organisation at any time from within the Agent Application. This integration creates ease of use and simplicity, allowing agents to concentrate on the customer while being able to have access to their colleagues on Teams for help and advice. We understand that positive employee engagement plays a critical role in a company’s success and we’re dedicated to making sure we have the tools and integrations in place to help agents stay productive.”

Afshin Attari, Director of Public Sector & Unified Platforms at Exponential-e commented: “With a rich heritage delivering high-level Unified Communication, Cloud solutions, and Enterprise Networking, Exponential-e has developed a range of advanced Contact Centre solutions to help serve its customers in both Enterprise and Public Sector Markets. Puzzel’s contact centre capability and partnership is part of our wide portfolio of services underpinned with Teams calls and routing through a highly available telephony platform (Direct Routing) add-on which enables the full use of the Public Switched Telephone Network (PSTN), plus content and messaging capability.”

About Puzzel

Puzzel is a leading cloud-based contact centre software provider and was a pioneer in offering integrated customer engagement as an easily deployed service. Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization. Puzzel was recognized as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Center as a Service in Western Europe for the fifth consecutive year, reflecting its rapid growth, functional breadth, standards compliance, and commitment to customer service and support. Headquartered in Oslo, Norway, with offices in six European markets including the U.K., Puzzel serves more than 900 customers across 40 countries. For more information, please visit www.puzzel.com.

*https://venturebeat.com/2019/03/19/microsoft-teams-is-now-used-by-500000-organizations/