Last Updated
Overview
Puzzel helps automate workflows and optimize agent performance to accelerate customer service delivery. While the raw data availability within the platform is scarce, the comprehensive suite of tools ensures teams can deliver scalable, consistent support. Overall, Puzzel is a reliable platform for organizations focused on enhancing customer experience.
Puzzel Specifications
- Omnichannel Support
- Call Center Management
- Live Chat
- Phone Support
Puzzel Features
Knowledge Management
The platform centralizes and organizes information into an accessible repository that empowers agents to find answers instantly and consistently. Customers can also self-serve, which reduces contact volume and improves first-contact resolution rates.
Workforce Management
Puzzel optimizes agent scheduling and forecasts contact volumes to ensure appropriate staffing levels during peak times. This capability maintains service quality and avoids agent burnout by distributing workload fairly.
Live Summary
The system provides agents with instant, AI-generated summaries of ongoing interactions, saving valuable time during handoffs or complex cases. This allows for faster context adoption and more personalized customer service delivery.
Quality Management
Monitoring and scoring agent performance based on predefined criteria ensures adherence to service standards. Automated evaluation processes help supervisors deliver targeted feedback and improve overall team competence.
Conversation Intelligence
Puzzel analyzes customer interactions across all channels to identify trends, sentiment, and pain points. The insights gained help supervisors enhance training materials and optimize conversational flows for better service outcomes.
Pros And Cons of Puzzel
Pros
Provides an easy-to-use interface
Straightforward tool implementation
Excellent customer support
Cons
Lacks the option to input custom keywords
Searching for customers by numbers can be challenging
Puzzel Reviews
Total 1 reviews
5
All reviews are from verified customers
Rating Distribution
5
Stars100%
4
Stars0%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Christina L.
Mid-Market, N/A employees
“Customer insight powerhouse”
Pros
Conversational Intelligence at it has become a key part of our customer experience strategy. Our Customer Experience team relies on it to review interactions, uncover trends, monitor important topics and keep a strong overall view of performance. That helps us make better-informed decisions, improve customer conversations and keep raising satisfaction levels with outstanding customer experiences as our main focus. One of the biggest strengths of Conversational Intelligence is the support from our Customer Success Manager, Cecilie. Her knowledge and proactive approach have been incredibly valuable to us. Whether it is refining processes or boosting team performance the insights we get are clear, practical and highly impactful. We see Conversational Intelligence as much more than a tool. It has become a strategic partner in improving customer interactions, identifying trends early and creating measurable gains in satisfaction and service delivery. I would absolutely recommend it to any company that wants to take its customer experience not just to the next level but to the highest level.
Cons
Cannot think of a single downside.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
Does Puzzel offer an API?
Yes, Puzzel does offer an API.
Does Puzzel have a mobile app?
Yes, Puzzel offers a dedicated mobile app.
What language does Puzzel support?
Puzzel supports the English, Danish, Norwegian, and Swedish languages.
Who are the typical users of Puzzel?
Puzzel features support organizations in the retail, travel and hospitality, banking, energy and utilities, and insurance industries.
What types of Puzzel pricing plans are available?
Puzzel price plans (Resolve, Impress, and Power) are customized according to varying business needs. Receive a personalized Puzzel cost estimate specific to your organization.
What other apps does Puzzel integrate with?
Puzzel integrates with Zendesk Suite, Calabrio ONE, Aircall, Dynamics 365, Twilio software, Genesys, and Eckoh software.
What level of support does Puzzel offer?
Puzzel offers support via phone and email. Users can also fill out an online form to get in touch with the team.