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Key features.
Control Centre
Equip your managers with a centralised platform for managing customer queries across channels. The Control Centre centralises all essential functions, allowing your managers to view, route and report on inbound ticket queues. Enhance efficiency by letting them configure automated workflows including establishing inbound rules and events—all from one place. And, when needed, make changes in real-time to suit your contact centre’s unexpected surges.
Agent View
Give your agents the tools they need to efficiently manage their workload. The Agent View ensures your agents always know what they should be working on. With skill-based routing, they can focus on addressing cases that align with their expertise, streamlining the resolution process and maximising productivity.
Ticketing
Efficiently handle incoming support requests from email, SMS, and API integrations by categorising, prioritising, and routing them to agents based on their most relevant skills. With Ticketing, agents gain a clear overview of inbound tickets through advanced filtering and classification. This not only saves time in information retrieval but also reduces complexity by providing clear guidance on which queries to address first, enhancing overall efficiency and service quality.
Automated Workflows
Optimise operational efficiency through automation with our Automated Workflows feature. Seamlessly automate standard processes and create efficient workflows with inbound rules and events that facilitate collaboration, reduce the margin of human error and save time during unexpected surges. The result? Less time spent on manual processes and faster resolution times.
Unlock your team's potential with the Puzzel CX Ecosystem.
Puzzel Case Management is part of the Puzzel CX ecosystem which combines Contact Centre as a Service with Self-Service Automation capabilities. This helps you consolidate all your contact centre technologies in a single platform, so you can focus on what matters most – providing delightful customer experiences, regardless of channel.
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