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

#contactcenterworld, @puzzelsolutions

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. Since adopting the Puzzel solution, the group has improved the experience for customers, agents and students, reducing call abandonment rates.

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."

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


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 - Understand the Processes And The Culture

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

Published: Tuesday, May 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
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.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

4.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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