Puzzel has announced that Newstel GmbH has selected Puzzel’s email customer service solution.
The technology will support Newstel’s multilingual customer support operations based in Germany, Poland and a round-the-clock contact centre in the Philippines.
Initially, 45 agents and supervisors will use the new Puzzel system to handle around 25,000 email enquiries every month.
Over time, Newstel plans to expand the Puzzel implementation to all channels including live chat, social media and voice.
Early in 2019, Newstel took the decision to replace its existing system. It set out to evaluate the marketplace in search of a new technology partner which could offer complete, sophisticated functionality backed up with good all-round support.
Thomas Stuber-Mayer, Project Manager at Newstel’s contact centre in Hamburg, Germany, commented: “We are changing what it means to be a contact centre with our innovative cross-border platform.”
“We are very happy to work with Puzzel and its impressive product portfolio to provide industry-leading solutions to help drive a competitive advantage for our customers. The highly responsive and reliable team at Puzzel is always eager to help.”
“We look forward to continuing our work together to transform the nature of contact centres and improve customer satisfaction.”
Puzzel has provided Newstel GmbH with its new Agent Application to ensure a fast and easy implementation.
Ultimately, Puzzel’s superior email capabilities will underpin and vastly enhance Newstel’s own dedicated email support service.
Using one single, integrated solution, contact centre agents are able to route and queue emails to the right-skilled agent, manage blended customer interactions, for example, where email dialogue might start as a voice or chat conversation, then measure and report on the performance of all emails.
Also, the contact centre can now take advantage of real-time data, accurate historical records and a flexible knowledge base to deliver fast, highly personalized responses to minimize the possibility of lengthy follow-ups.
Børge Astrup, CEO of Puzzel, concluded: “Despite the rise in webchat and social media, email communication remains the preferred option for many consumers. Smart organizations like Newstel recognize this and understand the importance of holding high-quality conversations whatever the channel.”
“They can trust our cloud-based solution to connect with the customers of some of the world’s leading brands through swift and satisfying email interactions that simultaneously strengthen their omnichannel contact centre environment.”