Press Release

2nd July 2020

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Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition

Speechmatics, a UK leader in any-context speech recognition technology and Puzzel, leading European Contact Centre as a Service (CCaaS) provider, have partnered to transform customer experiences in contact centres through Puzzel’s Agent Assist technology.

Agent Assist, an integral part of the Puzzel Customer Service Platform which uses artificial intelligence and machine learning technology to gather relevant information from previous customer queries as well as ongoing customer requests. The automatic collection of information and data provides agents with a 360-view of the customer journey when an agent is faced with resolving a query. With this insight at the agent’s fingertips, they are able to resolve enquiries more efficiently whilst keeping the customer satisfied.

A vast amount of information is locked in voice data from recorded calls. To create a full customer interaction history, it is essential to transcribe voice data into text format to then enable information to be gathered and insight created. Agent Assist utilises Speechmatics’ mission-critical, accurate speech recognition technology to power its transcription functionality, delivering actionable insights and streamlined workflows for contact centres.

Understanding the history of customer interactions to drive insight drastically improves customer experience and customer satisfaction. Utilising automation technology has an impact on employee engagement and ultimately the bottom-line.

Thomas Rødseth, Chief Technology Officer at Puzzel commented: “Having transcription at the core of our platform enables Puzzel to capture and create a complete view of all customers interactions with the contact centre. There is an extraordinary amount of value to be unlocked in voice data, so it was essential for us to work with the best speech recognition supplier in the market to ensure Agent Assist is as accurate as possible when transcribing voice data.”

Rødseth added: “Working with Speechmatics also gives us access to highly accurate multi-language transcription, which is extremely important to our customers”. 

Jeff Palmer, VP at Speechmatics commented: “Puzzel has an extremely innovative, leading solution that will transform the way in which contact centres manage their customer interactions and streamline their workflows. Our any-context speech recognition engine is designed to enable businesses to innovate with voice data and Puzzel are a perfect example of doing just that. Voice data is rich with insight and accurate transcription unlocks insight that was previously inaccessible.”

About Speechmatics 

Speechmatics leads the market as an any-context speech recognition engine for companies to rapidly build innovative applications.  

The UK Government, Deloitte UK, Vonage, what3words and Adobe use Speechmatics in scenarios such as contact centers, CRM, consumer electronics, security, media & entertainment and software. Speechmatics processes millions of hours of transcription worldwide every month.  ​  

Analysts have recognized Speechmatics as a pioneer in machine learning voice engineering. It enables companies to build applications that detect and transcribe voice in any context in real-time. Its neural networks consider acoustics, languages, dialects, multiple speakers, punctuation, capitalization, context and implicit meanings. In 2019 Speechmatics received the Queen’s Award for Enterprise Innovation. ​  

Its offices are based in Cambridge, UK, Denver, USA, Chennai, India and Brno, Czech Republic. Speechmatics is a registered trademark. ​  

About Puzzel

Puzzel is a leading cloud-based contact center 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.