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News : Newstel GmbH Selects Puzzel for Gobal Contact Centre

#contactcenterworld, @puzzelsolutions

New solution to support 45 staff in Germany, Poland and the Philippines as agents handle email contacts every month.

Puzzel, a European omni-channel cloud contact centre software provider, has announced that contact centre Newstel GmbH has selected Puzzel’s email customer service solution. The technology will support Newstel’s multilingual customer support operations based in Germany, Poland and a round-the-clock contact centre in the Philippines. Over time, Newstel plans to expand the Puzzel implementation to all channels including Live Chat, social media and voice.

Early in 2019, Newstel took the decision to replace its existing system. It set out to evaluate the marketplace in search of a new technology partner which could offer complete, sophisticated functionality backed up with good all-round support.


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Thomas Stuber-Mayer, Project Manager at Newstel’s contact centre in Hamburg, Germany commented, "We are changing what it means to be a contact centre with our innovative cross border platform. We are very happy to work with Puzzel and its impressive product portfolio to provide industry-leading solutions to help drive a competitive advantage for our customers. The highly responsive and reliable team at Puzzel is always eager to help. We look forward to continuing our work together to transform the nature of contact centres and improve customer satisfaction."

Børge Astrup, CEO of Puzzel concluded, "Despite the rise in Web Chat and social media, email communication remains the preferred option for many consumers. Smart organisations like Newstel recognise this and understand the importance of holding high quality conversations whatever the channel. They can trust our cloud-based solution to connect with the customers of some of the world’s leading brands, they count as their customers, through swift and satisfying email interactions that simultaneously strengthen their omni-channel contact centre environment."

#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 - Customers Wary Of Fraud Calls

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

Published: Monday, July 15, 2019

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.

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)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
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)
 

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