The COVID-19 pandemic has highlighted the need for companies to invest in better CX to meet the often staggeringly high customer demand trend that’s come about as a result of the pandemic. But with such a variety of CX solutions on offer to aid companies it’s hard to pick what’s right for each business strategy. There’s CCaaS to help contact centres focus on using the software to provide better customer experiences, CPaaS to add video, voice and instant messenger to a brand’s apps and then of course, AI and augmented agents, who can support live agents and take the everyday mundane work from them while also sifting through that rich big data to help organisations improve their CX offerings.
Yes, it’s a minefield. With so many different solutions to navigate through what’s on offer and work out the right solutions for them. Added to that challenge, there’s the additional struggle of figuring out what solutions work together and compliment one another. Puzzel, however, has the answer.
The company say the key to companies and brands in navigating this period of vast change is choice. And for their customers this can be found in the form of their Marketplace. With that in mind, CX Today welcomes Puzzel Partner Director Robert Wiles to provide an insight into their incredible portfolio of solutions.
“The Marketplace is the hub of our eco–system,” Wiles begins. “When you look at the customer service spectrum, no single vendor has the complete offering. So what we’ve tried to build is an offering of complementary technology and services that make sure our customers can get the solution they want.”
To elaborate on Wiles’ description, Puzzel’s Marketplace offers upgrades and out-of-the-box integrations enabling customers to enhance their CX systems. Wiles explains in detail how Puzzel decides what products and services are made available on the Marketplace.
“We do two things in making this decision; we look at what we can provide ourselves as the core offering and if it is competitive to that, then then we wouldn’t include it. But if it’s complimentary to our core offering, that ticks box number one. We then look at the culture of the organisation we’re looking to deal with.
“So we look at both the complimentary fit in terms of the technology or service and also the cultural fit within our organisation.”
Examples of Puzzel’s Marketplace add-ons include Boost.ai, SalesScreen, Indicate me and Verint’s Quality Management. But why not develop their own products instead of having add-ons? Wiles explains.
“We could go out and acquire, and we have done that previously to fill gaps in our core offering, but you can’t be everything to everybody. There’ll always be somebody that wants a bespoke integration, or a piece of technology that we might never, ever come across again.
“You have to have that eco–system to service those types of customers without locking them into a technology trap. If you can offer them an eco–system of complimentary technology and services then they’re less likely to go down that closed technology route. So it really is about supporting customer choice.”
Wiles adds: “Our platform is also built to allow customers to bring their own bot technology. We’ve built a conversational platform that is specifically designed to do that.”
The benefits of being so selective about their Marketplace solutions is peace of mind for their customers.
Puzzel also offers seamless integrations with CRMS, such as Salesforce and Microsoft Dynamics. They’re easy to set up and provide a unified experience for agents.
Wiles says: “Commonly it’s integrations into CRM platforms that are the most popular thing on our Marketplace. If we can give a customer a single pane of glass on their desktop where they can see through it to access all the information from CRM, all the information from the contact centre in one view there’s massive productivity benefits in this.”
To conclude, anybody from small business IT admin to those in large multinational operations can gain easy access to connected cloud applications that maximise the capabilities of their omni-channel contact centre environment. And with Puzzel boasting more than 110 partners, the proof really is in the pudding when it comes to this brimming eco–system.
For more information on the Puzzel Marketplace, click here.
