Puzzel Unveils Digital Engagement Solution For Contact Centres

Puzzel unveils Digital Engagement, a new solution for delivering digital-first customer experiences in contact centres

Puzzel’s Q4 Product Release includes a new Digital Engagement solution plus new features for the Puzzel Contact Centre.

Digital Engagement empowers organisations to deliver customer service and buying experiences for the digital world

Puzzel, the leading European provider of cloud-based contact centre solutions, has today announced the launch of Digital Engagement, a new solution for delivering digital-first customer experiences.

With almost 90% of customer journeys now beginning online, organisations need to be able to deliver compelling customer service, sales and marketing experiences via their website. With Digital Engagement, companies can engage visitors from the moment they land on their site and support them with proactive, personalised customer service in real-time and at scale.

In addition to the new solution, Puzzel has also launched Visual Media, Voice Bot, Real-time Voice Interaction Analytics and Real-time Reporting Dashboard. The new features simplify voice and video experiences to drive customer empathy, improve support for agents during live interactions, and give managers a clearer overview of contact centre performance.

Thomas Rødseth, Chief Technology Officer at Puzzel, commented:

“Puzzel is at the forefront of innovation in digital customer experience. Our new digital engagement solution is unlike anything else being offered in the Contact Centre as a Service (CCaaS) space right now. It enables contact centres to become digital-first experience centres and actively drive more revenue for their companies.”

Introducing Digital Engagement

Digital Engagement equips organisations with AI-powered messaging and collaboration tools so they can:

» Understand their online customers: Organisations can build a profile of every person who visits their website to understand why they’re there, what they’re looking for, and how they can help.

» Convert and nurture web visitors: Using Puzzel’s Proactive Rule Engine, organisations can create triggers to engage customers with the right offers, at the right time, to increase their sales conversion rate and customer satisfaction.

» Deliver visual support: Contact centre agents can video chat with customers and share web sessions to assist them with complex tasks, such as filling out a form or making a purchase.

» Manage contact volumes: Contact centres can stay in control of their inbound contact volumes by guiding online customers to the most efficient channel for their customer service enquiry based on their agent availability, opening hours and workload.

» Deliver efficient self-service with AI: Organisations can build intelligent AI-powered bots to answer customer questions and perform simple service tasks, such as helping customers to log in, 24/7.

Visual Media

Visual Media makes it easier for customers to explain common product and service-related problems. Using a mobile device, they can now initiate a one-way video call with a customer service agent to visually demonstrate an issue, such as a burst pipe or faulty device, and provide more context. 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 contact centre agent.

Voice Bot

Interactive Voice Response (IVR) systems can be difficult for customers to navigate. Callers can easily pick the wrong menu option or miss it completely and have to start the whole sequence again. They are also difficult for companies to build. Providing too many menu options risks confusing customers, while providing too few risks routing them to the wrong support team and having to transfer the call.

To simplify this process, Puzzel now offers Voice Bot. Voice Bot is an IVA (Interactive Virtual Assistant) system that enables customers to verbally state their reason for calling rather than selecting a pre-defined menu item. ASR (Automatic Speech Recognition) technology then converts the customer’s speech into text, identifies the keywords, and directs them to the most relevant department for support. If the Voice Bot is unsure where to direct the customer, it can ask follow-up questions to better understand their needs.

Real-time Voice Interaction Analytics

With Real-time Voice Interaction Analytics, Puzzel can now analyse customer service calls in real-time and provide agents with helpful suggestions based on their conversation. Previously, this feature was only available for text-based interactions. However, agents can now get the support they need to answer customer enquiries efficiently and effectively both online and over the phone.

Real-time Reporting Dashboard

Customer service leaders need to be able to quickly gather and analyse data from different sources to assess their contact centre’s performance and decide on the next-best action for their team. Puzzel’s new Real-time Reporting Dashboard makes this easier than ever, with leaders able to visualise their most important metrics for all channels, including agent performance, in one place.



Puzzel is the leading European provider of cloud contact centre solutions. Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy. The Puzzel Platform enables organisations to create rich journeys for their customers, with a mix of live and self-service experiences that give people the freedom to choose when, where and how they get help. Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. Puzzel also includes a suite of productivity and planning tools to empower managers and agents to reach their goals and continuously improve performance. With 20+ years of experience in the industry, Puzzel is the CCaaS provider organisations trust when every moment matters.

For additional information on Puzzel view their Company Profile

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