What’s New?

Discover our latest innovations for customer service, marketing and sales

We keep you ahead of the curve – and your competition

We’re always innovating and releasing new features to keep your contact centre up to date with the latest CX and technology trends. Check out our newest releases for cutting-edge customer service and agent engagement below.

Puzzel Digital engagement

With almost 90% of customer journeys now starting online, businesses today need to deliver compelling customer service, sales and marketing experiences on their website. Puzzel Digital Engagement enables you to engage visitors from the moment they land on your site and nurture them with proactive, personalised customer support in real-time through AI-powered messaging and collaboration tools.

Real-time Reporting Dashboard

Contact centre leaders need to be able to quickly gather and analyse data from all different sources to assess their performance and decide on next-best actions. Our new Real-time Reporting Dashboard makes this easier than ever, with all your most important metrics displayed live and visually in one place. 

Real-time Voice Interaction Analytics

Puzzel can now analyse customer calls in real-time and provide agents with suggested responses to questions based on the caller’s dialogue and mood. These responses are pulled from your knowledgebase, chatbot solution, and/or historical transcripts, so agents can solve problems quickly and consistently.

Visual Media

Visual Media enables customers to visually demonstrate their product or service-related problems to an agent. Using a mobile device, they can initiate a one-way video call to explain and show the problem, such as a burst pipe or faulty device, in real-time. During the call, the customer can freely switch between their front-facing and rear-facing cameras. They can also take a photo or video of the issue and send it to the agent.

Puzzel Quality Assurance

Just 3% of customer interactions are currently evaluated in contact centres and even less are acted upon. With Puzzel Quality Assurance, you can monitor the customer interactions that matter most to your business, extract key, actionable insights, and deliver personalised coaching programmes that have a real impact on your agent performance and improve customer experience.

New Marketplace partners

The Puzzel Customer Service Platform can now integrate with leading analytics, security, routing and wallboard apps: Lumoa, Eckho, Optymyse, Intramanager, Value-ad and Securifid. For more information about our partners and available integrations, check out the Puzzel Marketplace.

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