News : Puzzel Taps Into the Power of Artificial Intelligence to Launch Agent Assist
Puzzel has announced the latest capabilities of its cloud-based contact centre solution, designed to add a new dimension to agent and customer self-service. Puzzel’s Agent Assist, based on Artificial Intelligence (AI), empowers agents with access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Agents can benefit from sentiment analysis functionality, capturing and recording the mood of the customer based on current and previous conversations. This added dimension provides vital intelligence to help improve the customer experience (CX) in a proactive way. Agent Assist is made possible by the launch earlier this year of Puzzel’s agent desktop application that coincided with tighter integration with Microsoft Dynamics 365 and Salesforce.com to deliver a complete omni-channel customer experience.
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Kristoffer Lundnes, Vice President of Innovation at Puzzel commented, "As customer expectations for fast, accurate, round-the-clock service rise, many contact centres rely increasingly on self-service to boost their operations. While agents enjoy the challenge of handling the most sensitive or complex issues, they are equally under pressure to deliver consistently high levels of quality and efficiency. At the same time, their managers often struggle with the additional training demands necessary to maintain a super-skilled, knowledge-rich environment. Puzzel’s latest development focuses on helping agents and managers with their respective challenges. Agent Assist works closely alongside the advisor, acting as a valuable aide to bring the information into one unified application."
Kristoffer Lundnes added, "Agent Assist delivers five key benefits to help organisations overcome their top contact centre challenges today. Our latest innovation is designed to give customers the correct information, increase first time resolution rates, enhance customer satisfaction, lower average handling times and accelerate training of new employees. Always one step ahead, Agent Assist is already in full production and consolidates information from the widest possible range of data sources. It is an all-in-one solution that maximises the potential of today’s increasingly hybrid workforce where AI tools and emotionally intelligent agents work together to improve contact centre performance and CX."
The latest release of Puzzel’s cloud contact centre solution is available from 15th October 2019. For more information on Puzzel’s complete solutions portfolio and this latest release, visit the Puzzel website.
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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: Friday, October 18, 2019
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