Last week Koopid was awarded the Up & Coming AI Platform award from its partner Puzzel. We sat down with Rob Wiles, Partner Channel Director at Puzzel to learn more about the first annual Rockstar Awards and how Puzzel and Koopid are providing value to its joint customers.
Tell me a little bit about yourself and what brought you to Puzzel.
I have over 20 years of experience in the telecom, unified communications and contact center space having worked at Avaya, Siemens and Shoretel in my career. What was really exciting about Puzzel is having the opportunity to build a channel program from the ground up with a company that has an amazing culture.
Tell us more about the Rockstar Awards and why Koopid won the up and coming AI platform award.
We recently announced the winners of our first annual Puzzel Partner Rockstar awards. It's our way of giving recognition to those partners that deliver amazing performance. Koopid is new to our community but has had an immediate impact by being able to align use cases to our joint offering. This secured us a very quick customer win and an ongoing pipeline. The team at Koopid is very similar to ourselves – they keep it simple, make their offer easy to use and have great people.
What does Puzzel offer to the market?
Our solutions are easy to use, with one of the best user interfaces in the industry, fully customisable with dozens of third-party integrations available through our Puzzel Marketplace, and fast to deploy. All of Puzzel’s solutions are securely hosted within an enterprise-grade cloud infrastructure, making upgrades, security patching and version control simple. We are also headquartered in Norway so we bring a certain Nordic flair to everything we do!
What are the challenges your customers are looking to solve?
We are constantly seeing customers who are challenged with how to increase customer loyalty, CSAT and Net Promoter Score (NPS). In a world where the customer is king, customer experience rules. Puzzel enable companies to improve their service while focusing on how to maintain and/or reduce their costs.
How do you see Puzzel and Koopid being able to solve the challenges that are starting to pop up in digital contact centers?
We carried out some research with the Call Centre Management Association (CCMA) in the UK and two key pieces of data came out of this.
Being agile pays: A contact centre needs to adapt quickly to customer behaviours and circumstances.
The way customers want to communicate is changing: More communication channels, 24x7 availability and the ability for customers to self-serve.
Koopid delivers against both of these. It’s simple and quick to deploy plus it allows customers to self-serve 24x7 and if needed Koopid will transfer the context seamlessly to a live agent in the event of an escalation. In a world where customer experience rules, getting it right for your customers and your team is the only option. Together, we can deliver connected experiences in a future-proofed, easy-to-use solution - and that is exactly what our customers are looking for.