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News & Blog

Here you’ll find the latest events and happenings from contact centres in Wales, as well as food for thought from the people who know the industry best.

Puzzel adds new reporting functionality in its cloud-based contact centre solution

Puzzel (formerly Intelecom’s contact centre entity) has announced that the latest release of its multi-channel cloud-based contact centre solution will be rebranded to reflect the new company formed last month by combining the contact centre, mobile messaging and payment solutions divisions of Intelecom. The latest release includes several additional features including graphical reports, a new application interface (API) for call and Web Chat archives and enhanced encryption features.

Christian Thorsrud, Product Manager at Puzzel explained: “this product release, coming so soon after the formation of Puzzel, provides the perfect opportunity to introduce important enhancements to our contact centre technology. The new chart options in reports gives customers the ability to share results regarding queue, individual agent and overall activity in a very visual format, which often saves time and has a greater impact on the ability to adjust performance. Over the coming months further changes to the look and feel of the product will include a new agent application to reflect the ambitions and innovation ability of the new company.”

Main highlights of the latest version of Puzzel include:

-Charts for reports – the ability to show statistical data in graphic format for common reports such as total overview performance, details per queue including Web Chat, email and social media, average wait time and details per agent including time logged on, etc.

-Tracking the customer journey – a new API for the Puzzel archive means that, where there is integration with the customer relationship management system (CRM), an improved customer’s journey will be accessible via enquiry tracking, call recordings and Chat logs. The latest release enables a view of a customer within one system thereby enhancing CRM integration and providing options for a more individual service for customers.

-Encrypted recording files – with security and Payment Card Industry Data Security Standard (PCI DSS) requirements in mind, the latest release of Puzzel allows the encryption of call recording files. For further security, encrypted audio files can only be listened to by downloading them to devices with the correct private key to decrypt the file.

Christian Thorsrud concluded, “Puzzel was created out of Intelecom to focus on developing its contact centre and payment solutions. This first release under the new brand confirms our commitment to improving customer interactions through feature rich and easy to use technology, that is able to adapt to any environment through strong integration capabilities. Our 20 year heritage also means our cloud-base contact centre is dependable and offers consistently high levels of stability and security.”

For more information on Puzzel, its complete solutions portfolio and the latest release visit www.puzzel.com

Posted: 8/5/2017