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.
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."
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: Monday, July 15, 2019
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