Puzzel has entered into an agreement to acquire the AI insights specialist Capturi to enhance its customer experience offering.
Described by Puzzel as a ‘cutting-edge’ conversational analytics platform, Capturi also brings with it scalable solutions for contact centers, automated quality management (QM), and agent coaching.
Frederic Laziou, CEO of Puzzel, commented on some of the benefits that Capturi can bring to businesses:
“By acquiring Capturi, we are taking a big leap forward in our mission to empower businesses to deliver superior customer service.
“Capturi’s AI-driven conversational analytics perfectly complement our existing solutions and our recent acquisition in conversational AI, enabling contact centres to gain actionable insights that enhance customer satisfaction and operational efficiency, all while creating value for their organisations.”
Capturi’s Capabiltiies
Capturi’s AI customer insights enable businesses to gather deep insights from every interaction, which results in better decision-making and strategic decisions.
By locating crucial trend and customer journey pain points through automated analysis and actionable insights, Puzzel believes Capturi will help to bolster customer experiences.
Puzzel’s generative AI suite of chatbots, automation features, and more will be improved by the addition of speech analytics, allowing it to offer a comprehensive AI-powered ecosystem for contact centres.
Capturi brings advanced automated quality management and agent coaching features, which allows companies to monitor and ameliorate agent performances. It also gives contact centre leaders the ability to locate coaching opportunities more quickly and make sure that agents get the necessary training to refine their interactions with customers.
According to Capturi’s website, its conversational AI has so far performed 35 million conversations for its customers, which include 3, Q8, Saxo, Norion Bank, GLS, OK, coop, GLS, Whiteaway, Dynava, Salling Group, Norlys, Folkspel, and many other major brand names.
