Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Hussam Dwairi
Vice President for Tech & Digital Transformation
Vitor Almeida Santos
Manager of Communication
Faran Niaz
CEO & Founder

Article : Are Digital Channels Really Cheaper

#contactcenterworld, @puzzelsolutions

Author: Colin Hay, VP, Sales UK, Puzzel

As statistics reveal that digital channels are not much cheaper than traditional voice calls. Here are 5 top tips for boosting efficiency and cost-effectiveness in one go.

Digital channels are a cost-effective way to boost contact centre performance and enhance customer satisfaction. Certainly, the most widely deployed multimedia channels – social media (53%), email (41%) followed by web chat (39%) – are all cheaper than traditional voice calls in ‘cost per contact’ terms. With the average live telephony call at £4.27, web chat typically cost £4.24, emails cost £3.81 and social media contacts cost £3.64

Interestingly, web chat conversations are on a par with telephony calls although the ability to conduct multiple chats at the same time makes this channel an attractive business proposition. What is really surprising and perhaps somewhat perplexing is that the cost differential between traditional and digital channels is in truth relatively small, perhaps far smaller than expected.

Confused? Don’t be - here are three good reasons why the difference in cost isn’t greater:

  • Growing complexity of manual contacts - today’s live telephone calls and emails are increasingly longer in duration and are becoming more complex as other channels answer straightforward enquiries. For example self-service is growing in popularity.

  • Symbiotic channels – digital channels do not work in isolation. They typically require the use of another channel to resolve a customer enquiry effectively. Consider the statistics: fewer than 10% of emails can be answered fully without resource to alternative channels while more than half of social media requests have to be completed via another channel. At the same time, the level of automation involved in web chats has grown from just 5% in 2015 to 19% in 2018, mainly through the use of chatbots

  • Herd mentality - email should stand as a salutary lesson when it comes to introducing new technology for technology’s sake. Now mainstream for well over 10 years, email almost stumbled at the first hurdle because too many organisations rushed to push customers into using it without the processes, solutions or staff to manage it properly. Despite being cheaper, digital channels can cost organisations dearly through lost customers and diminished brand equity if they are mismanaged.

5 steps to maximising the digital opportunity

The secret lies in creating a cohesive multimedia contact centre that brings together the right people, processes and technology to boost efficiencies and cost-effectiveness:

  1. Get inside your customer’s head – while digital channels offer opportunities for delivering excellent customer service at reduced cost, the trick is to connect them. Start by blending social media, for example, with other customer communications channels to gain a well-rounded view of what customers really think.

  2. Choose the right agents - look for candidates with high levels of emotional intelligence. These are the ones who instinctively understand how the customer is feeling and use that information to deliver positive customer outcomes across different channels, even when conversations are transferred to them from their bot colleagues. The best agents use their initiative and are collaborative. Encourage them to delight customers in their own way and then feed success stories into an easily accessible knowledgebase. Effective knowledge-sharing helps agents and self-service customers to get the answers they want while maximising ROI in digital channels.

  3. Bridge digital and human worlds - innovations like Chatbots are invaluable. For simple enquiries, they provide quick and easy answers. They also act as the first point of call and provide the much-needed automation to transition customers to live agents to complete more complex enquiries. Just ensure the handover between bot and agent is totally seamless.

    Be proactive. Just because a customer has initiated an interaction via social media doesn’t mean it has to stay on social media. Customers may like to receive an outbound call from an agent giving them the opportunity to go into further detail and so resolve their entire issue in one single contact, off-line.

  4. Fast-track your social customer service – the majority of social media today is handled by an in-house team based in the contact centre compared with just 29% by the marketing, PR and corporate communications team or just 10% by an outsourced company.

    Make social media an intrinsic part of the organisation’s wider omni-channel strategy.

    Keep Twitter feeds and Facebook pages up-to-date and regularly monitor them to minimise the impact of negative comments and proactively alert customers to important news. Include popular channels such as WhatsApp with agents’ web chat screens – the messages are private which facilitates customer identity verification and reduces the impact of public negative messages.

  5. Think cloud – the latest cloud contact centre solutions create a blended multimedia environment. They integrate seamlessly with critical CRM and other business applications to provide a single view of the customer and store all multimedia interactions in real-time. Advanced routing ensures enquiries are queued and distributed to the right agents at the right time, whatever the channel.

Increased efficiencies and reduced costs all in one go. Proof that when it comes to digital channels you can have your cake and eat it!

#contactcenterworld, @puzzelsolutions

[i] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG

[ii] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG

[iii] The UK Contact Centre Decision-Maker’s Guide 2018-2019" 16th edition published by ContactBabel and DMG


About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.

About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
  Company Blog   Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Answering Customers’ Questions

Read today's tip or listen to it on podcast.

Published: Monday, July 8, 2019

Printer Friendly Version Printer friendly version

2023 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =