Deliver seamless customer journeys through all communication channels.
Omni-Channel Contact Centre Powered by
Contact Centre Solutions
Your complete contact centre solution in one
easy-to-use, native cloud application.
Xcentuate are proud to partner with Puzzel, the leading European provider of cloud contact centre solutions. Every day more than 1,100 organisations across 40 countries use the software to deliver smart customer journeys, blending the power of people and technology to serve customers efficiently, effectively, and with empathy.
The Puzzel platform enables organisations to create rich journeys for their customers, with a mix of live and self-service journeys that give people the freedom to choose when, where and how they get help.
Connecting Customer Journeys
Connect with your customers anytime, anywhere,
through any channel and on any device.
Voice
Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more.
Respond to emails fast with automatic routing, queuing and prioritisation.
Web Chat
Offer your customers live, convenient support as they browse your website.
Social
Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot.
SMS
Deliver personalised service, surveys and campaigns straight to your customers’ mobile phones.
Video
Video chat with customers and share screens for a more empathetic customer journey.
Omni Channel Contact Centre – at a glance
We’re here to help you get connected, streamline operations, increase capacity, maximise your contact centre potential and deliver a seamless integration.
Success beyond voice
Engage with your customers across all channels to forge stronger relationships and drive loyalty
Connected Journey
Bring instant order to your complex communications with advanced case management, AI and automations
Empowered Journeys
Build high-performance workforces with accurate forecasting, scheduling and real-time quality monitoring through our easy-to-use WFM solution
Features & Benefits
We have the solutions to help you deliver standout customer service and support your busy team
360°view of customer interactions
Provide your agents with a single, unified view of all customer interactions across all channels
Quick to set up and easy to scale
Get your contact centre up and running in just days – not weeks – and scale anytime to meet changing demand
Tailored to your needs
Build the perfect solution for your contact centre with dozens of integrations available through our Marketplace
Beyond Voice
Contact Centre
Omni Channel Contact Centre
Chat| SMS| Web| Social | email
Omni Channel Routing |
Agent Application | Administrative portal
AI at every touchpoint | Seamless Integrations | Case Management
Insights
Customer engagement reporting Dashboards | Reporting and statistics | Website user behaviour
Digital Engagement
Self Serve and Personalised Service
Smart Chatbot| Customer-facing Knowledge base| Website user behaviour | Web Chat & Messaging| Contextual Routing
Live Share
Video Call | Co-Browsing
Agent Screen Share
Agent Assist
AI Sentiment Analysis | Bot and AI-powered Knowledgebase help for agents | CRM Integration | Easy to use
WFM
WFM Workforce Management
No need for spreadsheets; easy to use, accurate forecasting, optimised Scheduling, Real-time adherence and agent self-scheduling
Resolve on First Contact
Getting the Journey Right For Customer Success
It’s all about your people, the right strategic partner and the latest digital technology to ensure CX is at the heart of everything you do.
Fewer incoming
emails
Cost reduction per service request
Customer cases resolved on first contact
Reduction in call abandonment
Agent & Manager Support Features
Connect Anywhere
Hybrid working
Supports multi-location and Hybrid working, with real-time visibility and adherence.
Connected Customer Journey
Any device, Anytime, Anywhere, with a seamless journey.
Supporting Agents
Voice Interaction Analytics
Provides agents with helpful insights and suggested answers to customer questions during live calls.
Knowledgebase
Real-time support makes the correct information available to the customer and agent.
Case Management
Smarter email and SMS for busy contact centres and happy customers
Agent Assist
AI Agent Assistance
On-call confidential support from managers and peers. The customer’s journey and queries travel with their interactions so that there is no need for your agent to repeat questions that have already been asked. AI will send predicted information to deliver a more supportive journey.
Transform from Cost Centre to Profit Centre
Digital Engagement
Engage with your customers at the right time with the right offer; our customers have increased conversations by 35% and achieved a 5x reduction in cart abandonment rates.
CCaaS that grows with your business
Our flexible software integrates with almost any 3rd party applications, solution or device.
The best customer service providers use Puzzel
Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences.
Puzzel awarded company of the year 2023
Download your copy of the Frost & Sullivan Report
Frost & Sullivan Awards Puzzel 2023 Company of the Year for Innovative CCaaS Solutions & Advanced AI Capabilities.
Puzzel is a market-leading European contact centre-as-a-service (CCaaS) software provider with over 20 years of industry-proven experience, delivering a superior customer experience (CX) by combining an empathetic human touch with disruptive technologies.
Keep your costs low
When inefficient, legacy IT infrastructure is replaced with a modern CCaaS solution, the cost-savings can be incredible – especially when automation is used to replace manual, repetitive tasks.
Let’s Chat
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