If Establishes Cloud-based Nordic Contact Centre Using Multi-channel Solution from Puzzel

If, the largest insurance company in the Nordic and Baltic countries with 3.6 million customers, has chosen Puzzel (formerly Intelecom) to create Europe's largest cloud-based contact centre with 3400 agents. Of If's approximately 6,800 employees, half are customer service employees and form the hub of the insurance company.

Now, If will implement a state-of-the-art cloud-based contact centre from Puzzel.

"Puzzel's comprehensive solution supports our endeavor to provide individuals and businesses with the absolute best and most modern customer service. We choose Puzzel because of the flexibility, quality and functionality provided by the solution,” said Kjell Rune Tveita, CIO and head of Group Services at If.

He continued: "Our goal is to add as much value as possible by allowing our customers to contact us via different channels with all types of enquiries. We will manage and route all tasks through the contact centre solution so that each employee is assigned activities from one single system."

The agreement represents the largest cloud-based contact centre business in the European market this year. The cloud-based solution for If's customer contact centre includes; telephony, chat, Facebook, e-task (eg. email, assignments in CRM etc.) as well as SMS.

For Puzzel, the deal is one of the largest ever.