TieTa's call centre agents use Puzzel’s cloud-based application to respond to customer enquiries from various channels: telephone via IVR, chat, email and social media. It includes sophisticated call centre technologies such as Softphone, which enables our agents to answer calls directly from their computers and removes the need to rely on landlines or mobiles. It also helps develop our agents with features such as Call Recording, which allows our managers to listen to conversations and identify areas for improvement to ensure we’re always providing top-notch service.
At the start of the COVID-19 pandemic, TieTa had to go into Business Continuity Plan mode to allow agents to work from home and continue its customer contact operation. To find out more, see a recent article published on the Puzzel website:
The Puzzel Contact Centre is a scalable, omni-channel solution that enables businesses to manage their voice, web chat, email, social media and SMS interactions all in one unified application. It is easy to use, quick to deploy and fully customisable with dozens of third-party apps and integrations. All Puzzel’s solutions are securely hosted in the cloud and include comprehensive reporting and analytics. Its award-winning software is used by more than 900 businesses across 40 different countries, supporting more than 32,000 agents.
For more information about Puzzel’s products, please visit www.puzzel.com.