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News : Capital City College Group Adopts Puzzel for Multi-brand Contact Centre

#contactcenterworld, @puzzelsolutions

London, UK, May 19, 2020 -- Puzzel, a cloud-based contact centre software provider, has announced that London’s further education college group, Capital City College Group, has successfully implemented Puzzel’s omni-channel customer service solution including the latest AI-powered Agent Assist technology. The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide a joined-up learning advisory service across multiple brands for the largest college group in London. 

Lenka Annan, Contact Centre Manager of Capital City College Group commented, "We are particularly impressed by the simplicity of the Puzzel solution. For agents, the beauty of the system is that they can handle enquiries in all channels from within the same application, saving time and vastly improving the agent experience. They can proactively schedule calls or reach out to missed calls or chats to maximise response rates, one of the team’s most important success metrics. Then, when the busy recruitment period arrives, we simply add new agents swiftly and cost-efficiently, thanks to the scalability of the Puzzel solution."

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Most recently, Capital City College Group has started to use Puzzel’s new Agent Assist, a solution that is driven by Artificial Intelligence to present agents with suggested responses to customer queries based on historic and ongoing interactions. This coincides with a project to build a knowledgebase to empower agents with comprehensive content through closer collaboration with the curriculum teams. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.

Børge Astrup, CEO of Puzzel added, "We are privileged to be working with Capital City College Group to improve the provision of information and advice to students through their preferred channel. Puzzel Agent Assist makes life easier for agents by automatically finding answers to enquiries and suggesting replies – rather like a whisper in the ear. Agents can even engage directly with Agent Assist through text communication to ask their own questions and proactively respond to customers with the answer. This is innovation at its best."

Lenka Annan concluded, "Ever since we first engaged with Puzzel in 2017, we’ve always trusted them to deliver every step of the way. Today, the addition of Agent Assist marks the beginning of the next exciting phase of our Puzzel implementation. The technology has already totally transformed the agent experience, empowering them to provide a positive, supportive service to students."

#contactcenterworld, @puzzelsolutions

Posted by Veronica Silva Cusi, news correspondent
Source: https://pressreleases.responsesource.com


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.
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Today's Tip of the Day - Look After Your Agents

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

Published: Wednesday, May 20, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

4.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

5.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

6.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

7.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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