We’re excited to announce that Puzzel, our partner in delivering world-class contact centre solutions, has acquired Capturi, a leader in AI-powered analytics. This acquisition strengthens Puzzel’s platform, bringing even more advanced tools to help businesses like yours harness the power of AI to transform customer experience (CX).
At Make Contact, we’re always looking for ways to deliver smarter, more efficient solutions for our customers. The addition of Capturi to Puzzel’s platform takes customer service to the next level, combining AI-driven analytics with cloud-based contact centre solutions to help you achieve more—whether you’re looking to optimise agent performance, understand customer sentiment, or streamline operations.
View the press release: Puzzel to acquire Capturi to strengthen AI contact centre solutions
Why Capturi Matters for Your Business
Capturi has built a reputation for its advanced AI capabilities, turning complex customer interaction data into actionable insights. From voice analysis to sentiment tracking, Capturi’s technology helps businesses understand their customers more deeply, improving decision-making and creating more personalised customer journeys.
Here’s how Capturi’s AI can transform your operations:
- Voice Interaction Analysis: Capturi analyses voice interactions in real time, providing key insights like customer sentiment, common call patterns, and recurring issues. These insights are embedded into Puzzel’s platform, allowing you to see not just what customers are saying, but how they’re saying it, and why it matters.
- AI-Powered Sentiment Tracking: Capturi’s machine learning technology detects customer emotions during interactions, allowing you to flag calls that may require extra attention. By proactively addressing issues before they escalate, you can enhance customer satisfaction and loyalty.
- Actionable Insights at Scale: With AI handling the analysis, you can easily spot trends, identify bottlenecks, and improve the overall customer journey. Capturi helps you make data-driven decisions that keep your business ahead of the curve.
How This Acquisition Benefits Your Business
With Puzzel’s acquisition of Capturi, the AI-driven insights that Capturi provides are now seamlessly integrated into the Puzzel contact centre platform. This means that Make Contact customers will experience even greater efficiency and performance from their customer service operations, with advanced tools that are easy to implement and use.
Here’s what you can expect:
1. Smarter, More Effective Customer Interactions:
Capturi’s insights help your agents deliver more personalised service, allowing them to address issues quickly and effectively. Whether it’s identifying frustration in a customer’s voice or pinpointing frequently asked questions, Capturi’s data makes every interaction more meaningful.
2. Boosted Agent Productivity:
Capturi’s real-time analytics offer AI-driven guidance to agents during live interactions, suggesting next steps or strategies to resolve issues faster. This not only improves agent performance but also leads to quicker resolutions for your customers.
3. Enhanced Customer Satisfaction:
By understanding customer sentiment and behaviour in real time, your team can take proactive steps to improve the overall customer experience. Happy customers are loyal customers—and Capturi gives you the tools to keep them that way.
4. Operational Efficiency:
With Capturi’s deep insights, you can quickly identify areas for improvement in your workflows, helping to streamline processes and ensure your team is operating at peak performance. This leads to a continuous cycle of optimisation that keeps you competitive in a fast-paced market.
What This Means for Make Contact Customers
As a Make Contact customer, you’ll benefit directly from this acquisition. Capturi’s AI-powered analytics are now part of the Puzzel contact centre platform you already trust. This means you can expect:
- Seamless Integration: Capturi’s capabilities are fully embedded in Puzzel’s cloud platform, meaning you won’t have to worry about managing multiple systems. All the insights and tools you need will be available in one unified interface.
- Faster Time to Value: Faster Time to Value: With Capturi’s quick setup and advanced analytics, you’ll be able to see tangible improvements in your CX operations almost immediately. The powerful combination of Puzzel’s flexible platform and Capturi’s AI will accelerate your ability to deliver great customer experiences.
- Support at Every Step: Support at Every Step: The Make Contact team, together with Puzzel, will be here to ensure a smooth transition and provide any support you need to make the most of Capturi’s advanced tools. From setup to optimisation, we’re committed to helping you drive success.
What’s Next?
The future of customer experience is here, and it’s powered by AI. With Puzzel’s acquisition of Capturi, you now have access to the next generation of contact centre tools—tools that will help you enhance customer satisfaction, streamline operations, and improve agent performance.
If you’re ready to see how AI-powered analytics can transform your customer service operations, now is the time to explore what Puzzel and Capturi can do for you. Reach out to our team at Make Contact to learn more or schedule a demo.