The COVID-19 pandemic has highlighted the need for companies to invest in better CX to meet the often staggeringly high customer demand trend that’s come about as a result of the pandemic. But with such a variety of CX solutions on offer to aid companies it’s hard to pick what’s right for each business strategy. There’s CCaaS to help contact centres focus on using the software to provide better customer experiences, CPaaS to add video, voice and instant messenger to a brand’s apps and then of course, AI and augmented agents, who can support live agents and take the everyday mundane work from them while also sifting through that rich big data to help organisations improve their CX offerings.
Yes, it’s a minefield. With so many different solutions to navigate through what’s on offer and work out the right solutions for them. Added to that challenge, there’s the additional struggle of figuring out what solutions work together and compliment one another. Puzzel, however, has the answer.
The company say the key to companies and brands in navigating this period of vast change is choice. And for their customers this can be found in the form of their Marketplace. With that in mind, CX Today welcomes Puzzel Partner Director Robert Wiles to provide an insight into their incredible portfolio of solutions.
“The Marketplace is the hub of our eco-system,” Wiles begins. “When you look at the customer service spectrum, no single vendor has the complete offering. So what we've tried to build is an offering of complementary technology and services that make sure our customers can get the solution they want.”
To elaborate on Wiles’ description, Puzzel’s Marketplace offers upgrades and out-of-the-box integrations enabling customers to enhance their CX systems. Wiles explains in detail how Puzzel decides what products and services are made available on the Marketplace.
“We do two things in making this decision; we look at what we can provide ourselves as the core offering and if it is competitive to that, then then we wouldn't include it. But if it's complimentary to our core offering, that ticks box number one. We then look at the culture of the organisation we're looking to deal with.
“So we look at both the complimentary fit in terms of the technology or service and also the cultural fit within our organisation.”
Examples of Puzzel’s Marketplace add-ons include Boost.ai, SalesScreen, Indicate me and Verint’s Quality Management. But why not develop their own products instead of having add-ons? Wiles explains.