Leading contact centre platform to further strengthen its conversational AI offering
OSLO, NORWAY – 6 August, 2024 – Puzzel announced today that it will acquire SupWiz, an industry leading enterprise-grade omnichannel conversational AI platform, helping its customers further unlock the growing potential of AI for excellent customer experiences1 (CX).
Puzzel’s recent research on the State of Contact Centres 2024 found that 41% of European customer service leaders believe AI and machine learning will have the biggest impact on the customer service industry within the next two years. SupWiz’s innovative platform is built with several unique AI and technological capabilities that fit seamlessly into the Puzzel platform, helping organisations transform value creation for customers with every interaction. In addition, SupWiz’s dedication to compliance and explainability gives organisations full control, whilst automating communication.
“AI has already proven itself to be transformational when it comes to delivering excellent CX. As our own research has shown, European organisations want to be ahead of the curve when it comes to enhancing customer and agent interactions,” said Frederic Laziou, CEO of Puzzel. “With SupWiz, we will bring the latest and most exciting AI technology to our customers’ fingertips, with a strong focus on security and compliance, helping them automate large numbers of inbound requests and increasing first contact resolution as well as time to resolution. This helps agents focus on the most complex requests, while getting customers the results they need fast.”
“We have created our conversational AI platform with the overarching purpose of creating value for customers in industries such as utilities, financial services, healthcare, public sector and retail. As interest in AI has continued to grow, we have been working on building a ground-breaking AI platform, specifically geared to the needs of CX leaders, enabling them to automate and optimise customer service and support,” said Stephen Alstrup, CEO and co-founder of SupWiz. “Together with Puzzel, we will scale to bring our CX technology to every leading organisation in Europe.”
This acquisition further builds on Puzzel’s existing AI capabilities, empowering CX teams to deliver superior service with every interaction.
To learn more about SupWiz, visit www.supwiz.com. To find out more about Puzzel’s AI vision and how it is Elevating CX to new heights, watch our Elevate Virtual event.
For more details on the acquisition, read our blog post.
Note 1: The acquisition of SupWiz is anticipated to close in August 2024 upon completion of customary closing conditions.