Case Study: The Digital Hotline delivers unified, accessible resident support with Puzzel Contact Centre

The Digital Hotline provides Danish residents with fast, reliable support using the Puzzel Contact Centre

The Digital Hotline (DDH), a free telephone service for residents across 44 Danish councils, needed a unified cloud contact center solution. Their agents were spread out and required a platform that could integrate with multiple third-party systems, like their local government knowledgebase, to provide fast and consistent support.

Puzzel implemented its open and intuitive Contact Centre solution. This provided DDH with a single platform for all agents and enabled key integrations, such as a chatbot that escalates to human agents with full context. As a result, Puzzel helped DDH deliver efficient, accessible, and cost-effective support to residents while capturing valuable data to inform public service decisions.

Digital Hotline (DDH)

Torben Glock

Project Leader