Puzzel CCO Lindum on Maximizing CCaaS Investments

In an increasingly complex digital landscape, CCaaS platforms have become indispensable tools for businesses looking to provide seamless customer experiences.

However, many companies still struggle to fully realize the potential of their CCaaS investments. Call Centre Helper sat down with Jo Sverre Lindem, Chief Customer Officer at Puzzel, to shed light on how organizations can get the most out of their CCaaS platforms and avoid common pitfalls.

The Challenge of CCaaS Adoption

A 2023 Metrigy study revealed that nearly half (48.2%) of companies using cloud-based contact centre platforms were either considering or planning a shift in providers by 2024. This figure suggests widespread dissatisfaction, or at the very least, unfulfilled expectations within the industry.

“Replacing a contact centre is a high-stakes decision,” Jo Sverre noted. “It’s a complex technical challenge for companies, compounded by the significant change process for those working within the contact centre.

Add the high ROI expectations that typically accompany such investments, and it’s clear why some companies are cautious about making this switch.”

Differentiating Through Vertical Expertise and Local Knowledge

According to Jo Sverre, one of Puzzel’s core strengths lies in its focus on the European market, combining vertical-specific expertise with local knowledge.

“The regions and industries we serve have unique requirements, we excel in sectors like finance and banking, where our projects build on each other, creating tailored solutions that fit local nuances.

For instance, even between Sweden and Norway, the way insurance is handled differs. That local expertise is invaluable.” This focus allows Puzzel to deliver tailored solutions that competitors often miss.

Puzzel also prides itself on a strong company culture, with high employee satisfaction and low turnover rates, which Jo Sverre believes directly influences the customer experience. “We attract the best minds in the business, and that passion and expertise brush off on our customers,” he said.

Continuous Optimization: The Key to Long-Term Success

One of the standout features of Puzzel’s approach is its Optimisation Programme, which Jo Sverre described as an ongoing health check for clients’ CCaaS platforms.

“Our optimisation package and consulting services form a core part of our customer support,” he explained. “This programme isn’t just about setting up the technology; it’s about evolving it over time.

Business environments change, people change, and new requirements arise, so we include optimization as a part of the initial sale and encourage customers to do it annually.”

The value of Puzzel’s platform in boosting productivity was underscored in the 2024 Forrester Total Economic Impact report, which found that Puzzel’s automation and streamlined processes deliver agent productivity gains valued at €10.3 million over three years.

By enabling agents to handle multiple channels seamlessly, Puzzel helps customer service teams become more efficient and versatile.

This continuous assessment ensures that contact centres remain aligned with evolving business needs and technological advancements.

Through the programme, Puzzel evaluates key metrics such as first contact resolution and average handling time, while also exploring opportunities to introduce automation and AI to improve both agent and customer experiences.

Jo Sverre shared a recent success story from a Norwegian utility company that participated in the Optimisation Programme.

“We worked closely with the utility client in Norway,” he said, “reviewing their system with our subject-matter experts. We discovered missing integrations that forced agents to look up information manually.

Addressing this with knowledge base and agent assist features saved significant time – especially when you multiply that by 250-300 agents.” The solution reduced handling times and improved first contact resolution.

A Strategic Shift

Puzzel’s evolution from a traditional CCaaS vendor to a full-fledged CX platform further strengthens its value proposition. This transition provides Puzzel’s clients with a broader range of tools to enhance their customer journeys.

“Our consultants now have a much bigger toolbox, we’re able to hold strategic discussions with clients, identifying use cases that deliver real ROI.

It’s not just about feature replication; it’s about jointly solving business challenges, like reducing handling time or improving first call resolution.”

Jo Sverre underscored that this approach makes Puzzel a partner and trusted advisor to its clients, rather than simply a vendor.

By focusing on long-term relationships and industry-specific solutions, Puzzel aims to help its clients not only adopt the technology but also fully capitalize on its potential.

For businesses looking to optimize their CCaaS investments, Puzzel’s insights highlight the importance of selecting a provider with deep industry knowledge, a clear focus on continuous improvement, and a commitment to partnership.

As the contact centre industry continues to evolve, Puzzel’s consultative approach and emphasis on local expertise set it apart in the competitive European market.

For more information about Puzzel - visit the Puzzel Website