Puzzel has entered into an agreement to acquire the AI insights specialist Capturi to enhance its customer experience offering.
Described by Puzzel as a ‘cutting-edge’ conversational analytics platform, Capturi also brings with it scalable solutions for contact centers, automated quality management (QM), and agent coaching.
Frederic Laziou, CEO of Puzzel, commented on some of the benefits that Capturi can bring to businesses:
“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.”
Capturi’s Capabiltiies
Capturi’s AI customer insights enable businesses to gather deep insights from every interaction, which results in better decision-making and strategic decisions.
By locating crucial trend and customer journey pain points through automated analysis and actionable insights, Puzzel believes Capturi will help to bolster customer experiences.
Puzzel’s generative AI suite of chatbots, automation features, and more will be improved by the addition of speech analytics, allowing it to offer a comprehensive AI-powered ecosystem for contact centres.
Capturi brings advanced automated quality management and agent coaching features, which allows companies to monitor and ameliorate agent performances. It also gives contact centre leaders the ability to locate coaching opportunities more quickly and make sure that agents get the necessary training to refine their interactions with customers.
According to Capturi’s website, its conversational AI has so far performed 35 million conversations for its customers, which include 3, Q8, Saxo, Norion Bank, GLS, OK, coop, GLS, Whiteaway, Dynava, Salling Group, Norlys, Folkspel, and many other major brand names.
Tue Martin Berg, CEO, Capturi, shared his enthusiasm to merge with Puzzel: “We are thrilled to join forces with a leader in the European contact center industry.
“Together, we will unlock the full potential of AI-powered conversational analytics, empowering businesses to deliver even more personalized 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 will integrate into Puzzel’s existing operations, which Puzzel predicts will power innovations throughout its generative AI portfolio and supply customers with a seamless transition to advanced GenAI tools.
The company also sees this acquisition as further strengthening its leadership position within the European cloud contact center space.
SupWiz Acquisition
The acquisition of Capturi arrives soon after its takeover of the omnichannel conversational AI specialist SupWiz in August this year.
SupWiz’s enterprise-grade platform boasts a significant number of “unique” AI and chatbot capabilities, which the companies claim will fit “seamlessly” into Puzzel’s existing CX platform.
In July, CX Today’s Susie Harrison spoke to Thomas Rødseth, Chief Product Officer at Puzzel. During the chat they discussed the products and services that are resonating most with customers, what’s on Puzzel’s roadmap, the rising trends in tech, and more.
