Contact Centre as a Service (CCaaS) provider Puzzel has debuted a new solution for digital customer experiences.
Digital Engagement includes a host of AI-powered messaging and collaboration tools allowing companies to build up profiles of website visitors, and contact them based on rules created using Puzzel’s Proactive Rule Engine.
Other key features include:
- Visual customer support, with contact centre agents able to video chat with customers and share web sessions
- Managing contact volumes by guiding customers to alternative channels to prevent overloading
- The capacity to build self-service AI bots
The company said the offering was a response to the fact that 90% of customer journeys are now thought to begin online – meaning websites are crucial areas for delivering high quality customer service.
“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,” said Thomas Rødseth, Chief Technology Officer at Puzzel. “It enables contact centres to become digital-first experience centres and actively drive more revenue for their companies.”
Puzzel also said it was launching a host of new features to simplify voice and video experiences, including Visual Media, Voice Bot, Real-time Voice Interaction Analytics and Real-time Reporting Dashboard – the last of which helps managers uncover insights into the performance of contact centres.
Last month, the company issued research into customer experiences in the financial services industries, finding that digital banking services are growing in popularity. 28% of 18-24 year-olds, for instance, have switched to digital services such as Monzo, Starling or Revolut in the past year.
What this research shows is that while more people are now banking online, the fundamental rules of good customer service still ring true. People like to interact with other people – whether that’s in-store, over the phone, or through technology – and at the very least to be treated as individuals and not just numbers,” Alberta Bosco, Product Marketing Director at Puzzel, told us at the time.
