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\nPuzzel, a leading cloud-based contact centre software provider, has announced that London\u2019s largest further education college group, Capital City College Group, has successfully implemented Puzzel\u2019s omni-channel customer service solution including the latest AI-powered Agent Assist technology.<\/p>\n
The organisation\u2019s contact centre uses Puzzel\u2019s range of voice, email, SMS, Webchat and social media capabilities to provide a joined-up learning advisory service across multiple brands for the largest college group in London.\u00a0 Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68% in one academic year alone.<\/p>\n
Lenka Annan, Contact Centre Manager of Capital City College Group commented, \u201cWe are particularly impressed by the simplicity of the Puzzel solution.\u00a0 For agents, the beauty of the system is that they can handle enquiries in all channels from within the same application, saving time and vastly improving the agent experience.\u00a0 They can proactively schedule calls or reach out to missed calls or chats to maximise response rates, one of the team\u2019s most important success metrics.\u00a0 Then, when the busy recruitment period arrives, we simply add new agents swiftly and cost-efficiently, thanks to the scalability of the Puzzel solution.\u201d<\/p>\n
Most recently, Capital City College Group has started to use Puzzel\u2019s new Agent Assist, a powerful solution that is driven by Artificial Intelligence to present agents with suggested responses to customer queries based on historic and ongoing interactions.\u00a0This coincides with a project to build a knowledgebase to empower agents with comprehensive content through closer collaboration with the curriculum teams. Enabling quick and easy access to relevant product knowledge directly from the Puzzel Customer Service Platform.<\/p>\n
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B\u00f8rge Astrup, CEO of Puzzel added, \u201cWe are privileged to be working with Capital City College Group to improve the provision of information and advice to students through their preferred channel.\u00a0 Puzzel Agent Assist makes life easier for agents by automatically finding answers to enquiries and suggesting replies \u2013 rather like a whisper in the ear.\u00a0 Agents can even engage directly with Agent Assist through text communication to ask their own questions and proactively respond to customers with the answer. This is innovation at its best.\u201d<\/p>\n
Quality Assurance is also very important to Capital City College Group and over time, the Puzzel solution has become a strategic quality assurance tool that promotes the sharing of good practice and continuous improvement across the whole establishment.\u00a0 Management relies on Puzzel\u2019s advanced reporting functionality to produce customised reports, while agents can track their own performance against real-time response rates.\u00a0 The team\u00a0also utilises Puzzel to monitor its complete archive of agent\/customer interactions, enabling it to share good practice, boost performance and improve service quality.<\/p>\n
Lenka Annan concluded, \u201cEver since we first engaged with Puzzel in 2017, we\u2019ve always trusted them to deliver every step of the way.\u00a0 Today, the addition of Agent Assist marks the beginning of the next exciting phase of our Puzzel implementation.\u00a0 The technology has already totally transformed the agent experience, empowering them to provide a positive, supportive service to students.\u201d<\/p>\n
For more information on how Capital City College Group is using the Puzzel Customer Service Platform or to learn more about the latest Agent Assist innovation, visit\u00a0www.puzzel.com<\/a><\/p>\n About Puzzel<\/strong><\/p>\n Puzzel is a leading cloud-based contact\u00a0centre software provider and one of the first pioneers to develop a cloud-based contact centre\u00a0offering. Today, the company combines its omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization. Puzzel\u00a0was\u00a0recognized as a\u00a0Challenger in the\u00a02019\u00a0Gartner Magic Quadrant\u00a0report\u00a0for Contact Center as a Service\u00a0(CCaaS)\u00a0in\u00a0Western Europe<\/a>\u00a0for the\u00a0fifth\u00a0consecutive year given its strong growth, functional capabilities, strengths in standards and compliance, customer service and support. Headquartered in Oslo, Norway, with offices in six European markets including the U.K.,\u00a0the company\u00a0serves more than 900 customers across 40 countries.\u00a0For more information, please visit\u00a0www.puzzel.com.<\/a><\/p>\n