New partner will deliver next-generation AI and transform customer service for combined customers

LONDON, United Kingdom, April 13, 2021: Puzzel, the leading innovator of cloud-based contact centre solutions, has announced a new strategic partnership with complete AI platform, SupWiz.

The partnership enables Puzzel customers and partners to access SupWiz’s advanced AI-enabled chatbot, which provides tailored domain-specific knowledge, delivering an optimal customer experience by bridging the gap between self and assisted service.

The move further supports Puzzel’s mission to transform the customer experience (CX) and inspire a simpler, more customer-centric approach within the contact centre as a service (CCaaS) industry.

The SupWiz chatbot offers an out-of-the-box integration with Puzzel, enabling customers to benefit from intuitive AI technology which is tailored to their specific needs. This is achieved through industry-leading tailored natural language understanding (NLU), an extensive suite of security and compliance functionality, and a flexible integration model which allows the user-friendly chatbot to perform complex tasks e.g. paying an invoice or provide package delivery information.

The solution will also streamline the customer support process by combining AI with human interaction, enabling organisations to deliver a frictionless, effective and efficient service experience. In a scenario where an issue cannot be resolved by the chatbot alone, the intuitive platform will transfer the user to the right agent with a suggested solution from analysis of its initial conversation.

Using AI to streamline the customer journey drastically enhances the customer experience, and utilising SupWiz’s automation technology will help organisations provide better service and support to end users, have a positive impact on employee engagement, and ultimately benefit the bottom line.

Robert Wiles, Partner Channel Director at Puzzel, commented: “We’re very excited about this partnership and welcoming SupWiz to the Puzzel Neighbourhood. SupWiz is perfectly aligned to help our customers and partners amidst increasing demand for a seamless and efficient experience. SupWiz’s mission to increase customer satisfaction is strongly aligned with Puzzel’s strategy, and we’re excited that we’re working together to provide a more seamless experience to customers.”

Stephen Alstrup, CEO at SupWiz says: “SupWiz are very honoured to be in a partnership with Puzzel. We are truly impressed by how Puzzel integrates advanced technology in their contact centre solutions – and are proud of now being a part of that. Today we have several large enterprises as customers, and now we are looking forward to expanding our customer portfolio even further, by helping Puzzel customers with automating and assisting their end-user queries to create even better user and employee satisfaction.”

About Puzzel

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 1,000 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.

About SupWiz

SupWiz delivers next-generation AI solutions for customer service and support, including chatbots, voicebots, live chat with AI Co-Pilote, AI-based ticket routing and more. With deep integrations, SupWiz solutions can enhance existing systems, creating streamlined end-user experiences. Today, SupWiz are trusted by some of the largest public organisations and private companies across sectors such as energy, pharma, media, transport and more. SupWiz AI solutions are used by thousands of agents benefiting millions of end-users in multiple languages, in 150+ countries. For more information, please visit www.supwiz.com