Background
Puzzel builds on over 20 years of heritage. It was one of the first pioneers to develop a cloud-based contact center. Today, Puzzel combines omni-channel technology with artificial intelligence (AI) to provide complete customer interaction solutions in a digital age.
Headquartered in Oslo, Norway with offices in the UK, Sweden, Denmark, Finland and Bulgaria, Puzzel is passionate about delivering innovative solutions for solving customer interactions.
For more information about Puzzel, visit the company website.
Challenges
With its business growing rapidly and demand exceeding the capacity of its existing communications infrastructure which was approaching end of life, Puzzel took the decision to migrate to an IP-based voice network. Such a move would generate a number of obvious benefits. In addition to forming the basis for a future-proof solution which would cover Puzzel’s traffic needs for several years to come, a well-designed IP voice network would reduce communications and maintenance costs. This, in turn, would lead to increased uptime through the network’s inherent failover and recovery features and provide a framework for the introduction of new, innovative functionality and services.
To fulfil its requirements, Puzzel needed a reliable connectivity solution that would:
- Provide seamless connectivity with its existing voice platforms, contact center network and PSTN providers in several locations
- Ensure dynamic and flexible call routing between a large number of IVR (interactive voice response) software modules
- Incorporate geographical redundancy and seamless failover between sites and IVRs.
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Smooth migration to IP-based voice infrastructure
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Connectivity with existing platforms and public voice networks
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Ensure redundancy and high availability
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Enhance call routing efficiency
“The migration to an all-IP voice infrastructure based on AudioCodes’ solutions has helped us reduce maintenance and network costs, increase service availability and simplify service scalability.”
Results
The involvement of AudioCodes’ in-house global professional services team from initial design through deployment has ensured that Puzzel was able to achieve a smooth migration to the new IP-based voice infrastructure. Puzzel’s new solution has proven itself to be reliable and cost-effective, resulting in a high-quality experience for its global customer base.
“The migration to an all-IP voice infrastructure based on AudioCodes’ solutions has helped us reduce maintenance and network costs, increase service availability and simplify service scalability,” said Thomas Røseth, CTO at Puzzel. “AudioCodes presented us with a comprehensive vision that ensured that the transition to IP was carried out smoothly and efficiently from the initial solution planning, right up to implementation and ongoing technical support.”
