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Puzzel ramps up outbound dialler functionality - Welsh Contact Centre Forum - ContactCenterWorld.com Blog

Puzzel ramps up outbound dialler functionality

Puzzel (formerly Intelecom’s contact centre entity) has announced new functionality in the latest release of its multi-channel cloud-based contact centre solution, designed to improve the customer experience. New outbound dialling and call rescheduling features enable agents to manage customer interactions and support real time communications more efficiently.  Added functionality allows easier importing of customer details from CRM and other systems, via a new API, providing improved management of customer contacts and call outcomes.

Christian Thorsrud, Product Manager at Puzzel explained: “Companies today are investing in the latest contact centre solutions to manage customer interaction across all communications channels, both inbound and outbound. We have introduced the latest enhancements to Puzzel to help agents deliver the best customer experience, making sure that they have the most up to date customer details and preferences before they make or take that all-important call. Successful companies are those that can offer a truly omni-channel experience and effectively manage the customer journey.  By ensuring that each customer interaction from any channel is made, answered, recorded and acted upon efficiently organisations can provide the seamless levels of service that customers expect.”

The key features of the latest version of Puzzel include:

Additional outbound dialler functionality to schedule calls

If customers do not have time to take or finish a call, agents can arrange a future outgoing call at an agreed time with the new dialler functionality. Customers can also request callbacks online, specifying both a day and time for the call.  At the scheduled time, the same agent is called as soon as they are available, and on answering, the destination number is called. No calls slip through the cracks because should the agent not answer, the call is passed to a colleague.  This rescheduling functionality is also available outside of the dialler, within the main contact centre application. 

New API for easy integration of data

The new release incorporates an updated application programming interface (API) providing more flexibility and enabling data to be easily imported from CRM solutions, databases and campaign management systems. In addition, administrators now have the ability to add, delete or edit customer contact details on imported lists. This means that external lists do not have to be de-duplicated prior to import – saving time and ensuring that the latest customer data is always used.

Enhanced reporting

Administrators can easily generate historical statistics from the system, collating data from an agent’s user group for each particular day, rather than the agent’s current user group. This helps to ensure continuity of follow up calls, improving the overall customer experience.

The latest release is now available, for more information on Puzzel, its complete solutions portfolio and the latest release visit www.puzzel.com

Source: http://www.welshcontactcentreforum.co.uk/newsarticle/1215/

Publish Date: October 25, 2017 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
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📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

10.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 



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