Puzzel to Acquire Analytics and Insights Leader Capturi to Strengthen AI-Driven Contact Centre Capabilities
With the second acquisition of 2024, Puzzel aims to continue to build its AI product portfolio with AI-driven insights for customer interactions
Puzzel, the leading European provider of cloud-based contact centre solutions, announced today that it has entered into an agreement to acquire Capturi, a cutting-edge conversational analytics platform specialising in AI-driven insights for customer interactions. This acquisition further enhances Puzzel’s commitment to delivering exceptional Customer Experience (CX) solutions through advanced AI technologies.
With Capturi’s expertise in conversational analytics, Puzzel will enhance its product portfolio with a comprehensive suite of AI-powered tools. These tools allow contact centre leaders to gain deeper insights from customer conversations and improve first contact resolution (FCR), customer satisfaction and agent performance. With these advanced capabilities, CX organisations can drive greater value across the entire organisation.
Key highlights of the acquisition:
• AI-powered customer insights: Capturi’s conversational analytics capabilities will allow businesses to gain deeper insights from every interaction, improving decision-making and strategy.
• Enhanced customer experience (CX): The combined offering will help businesses improve their CX by identifying key trends and customer journey pain points through automated analysis and actionable insights.
• Scalable solutions for contact centres: Puzzel’s existing genAI suite, including chatbots and automation features, will be enriched with speech analytics, providing a fully integrated AI-driven ecosystem for contact centres.
• Automated Quality Management (QM) and Agent Coaching: Capturi’s solution brings advanced automated QM and agent coaching features, enabling organisations to monitor, assess, and enhance agent performance. By automating the quality management process, contact centre leaders can identify coaching opportunities faster and ensure agents receive targeted training to continuously improve customer interactions.
Frederic Laziou, CEO, Puzzel, said,
“By acquiring Capturi, we are taking a big leap forward in our mission to empower businesses to deliver superior customer service,”
“Capturi’s AI-driven conversational analytics perfectly complement our existing solutions and our recent acquisition in conversational AI, enabling contact centres to gain actionable insights that enhance customer satisfaction and operational efficiency, all while creating value for their organisations.”
Tue Martin Berg, CEO, Capturi, added:
“We are thrilled to join forces with a leader in the European contact centre industry. Together, we will unlock the full potential of AI-powered conversational analytics, empowering businesses to deliver even more personalised and efficient customer experiences.
This partnership allows us to scale our innovations even further, and deliver value creating solutions to a broader audience, helping them to understand and meet their customers’ needs even better.”
Capturi’s team will integrate with Puzzel’s existing operations, driving innovation across Puzzel’s genAI-led ecosystem, and offering customers a seamless transition to advanced genAI-powered tools.
This acquisition further solidifies Puzzel’s position as an innovative leader in the European cloud contact centre space, providing a one-stop ecosystem for businesses looking to leverage AI to improve both their customer and contact centre agent experiences.
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape.
For additional information on Puzzel view their Company Profile
