Puzzel, which makes cloud-based contact centre software, has announced that London’s largest further education college group, Capital City College Group, has successfully rolled out its omni-channel customer service solution including the latest AI-powered Agent Assist technology.
The organisation’s contact centre uses Puzzel’s range of voice, email, SMS, Webchat and social media capabilities to provide, it claims, a joined-up learning advisory service across multiple brands for the largest college group in London. Since adopting the Puzzel solution, the group has improved the experience for customers, agents and approximately 28,500 students, dramatically reducing call abandonment rates by 68 percent in one academic year alone, it boasts.
