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."
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."
Posted by Veronica Silva Cusi, news correspondent
Puzzel (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.
Published: Wednesday, May 20, 2020
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