# Mitel vs Puzzel CX Platform Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Mitel excels in its **administration experience** and user interface, with many users appreciating the intuitive design for both agents and backend configuration. This ease of use is highlighted in feedback about the seamless integration of their solutions with existing platforms.
- **Users say** that Puzzel CX Platform stands out for its **ease of implementation** and robust customer support. Recent feedback emphasizes the smooth onboarding process for new features, such as the Conversational Intelligence module, which allows for tailored queue analysis.
- **Reviewers mention** that while Mitel has a solid feature set, some users find it challenging to meet specific workflow needs, indicating potential configuration hurdles that could impact day-to-day usability.
- **According to verified reviews** , Puzzel CX Platform is praised for its **coaching capabilities** , enabling managers to provide detailed feedback to agents. This depth in functionality is a significant advantage for teams focused on performance improvement.
- **G2 reviewers highlight** that Mitel's voice and IVR features are particularly strong, with users noting high satisfaction in these areas. However, some users feel that the overall product direction could be improved, suggesting a need for more innovative updates.
- **Users report** that while Puzzel CX Platform has a higher overall satisfaction rating, Mitel's long-standing presence in the market provides a level of trust and reliability that some organizations value, especially in mid-market segments.



| | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Star Rating** | 3.8 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 235 | 149 | 
| **Largest Market Segment** | Mid-Market (45.9% of reviews) | Mid-Market (54.3% of reviews) | 
| **Entry Level Price** | $20.99   /user/month | No pricing available | 

---
## Top Pros & Cons

### Mitel

Pros:
- Ease of Use (2 reviews)
- Easy Setup (2 reviews)

Cons:
- Performance Issues (2 reviews)
- Software Bugs (2 reviews)

### Puzzel CX Platform

Pros:
- Ease of Use (63 reviews)
- Helpful (47 reviews)

Cons:
- Missing Features (14 reviews)
- Limited Customization (13 reviews)

---
## Ratings Comparison
| Rating | Mitel | Puzzel CX Platform | 
|---|---|---|
  | **Meets Requirements** | 8.1 (191 reviews) | 8.4 (109 reviews) | 
  | **Ease of Use** | 7.8 (192 reviews) | 8.7 (113 reviews) | 
  | **Ease of Setup** | 7.3 (133 reviews) | 8.5 (102 reviews) | 
  | **Ease of Admin** | 7.3 (131 reviews) | 8.5 (96 reviews) | 
  | **Quality of Support** | 7.2 (175 reviews) | 8.8 (109 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.4 (131 reviews) | 9.1 (99 reviews) | 
  | **Product Direction (% positive)** | 6.2 (182 reviews) | 9.3 (111 reviews) | 

---
## Pricing

### Mitel

#### Entry-Level Pricing

Plan: Essentials

Price: $20.99   /user/month

Description: PBX Features, Collaboration, Conferencing


[Browse all 4 editions](https://www.g2.com/products/mitel/pricing)

#### Free Trial

No

### Puzzel CX Platform

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 8.0/10 | 11 |

#### Dialing Options

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Preview Dialing** | Not enough data | 9.5 (10 reviews) | 
| **Progressive Dialing** | Not enough data | 8.7 (10 reviews) | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 7.5 (10 reviews) | 
| **Callback Scheduling ** | Not enough data | 8.0 (11 reviews) | 
| **Call Recording ** | Not enough data | 8.8 (11 reviews) | 

#### Automation

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 6.7 (9 reviews) | 
| **Interactive Voice Response (IVR)** | Not enough data | 8.1 (9 reviews) | 
| **Call Scrubbing** | Not enough data | 6.7 (8 reviews) | 

#### Agentic AI - Auto Dialer

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 8.4/10 | 9 |

#### Administration

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Database Management ** | Not enough data | 8.8 (8 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (8 reviews) | 
| **Issue Management** | Not enough data | 7.9 (8 reviews) | 

#### Knowledge Management

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Knowledge Base** | Not enough data | 9.0 (8 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (6 reviews) | 
| **Analytics** | Not enough data | 8.6 (6 reviews) | 

#### Compliance

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (6 reviews) | 
| **Data Governance** | Not enough data | 8.6 (6 reviews) | 
| **Compliance** | Not enough data | 8.9 (6 reviews) | 
| **Auditing** | Not enough data | 7.8 (6 reviews) | 

#### Customer Support

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.6 (6 reviews) | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (6 reviews) | 
| **Data Transport** | Not enough data | 8.1 (7 reviews) | 
| **Access Management** | Not enough data | 8.6 (7 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 9.0 (7 reviews) | 

#### Administration

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Integrations** | Not enough data | 7.0 (5 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (6 reviews) | 
| **Performance and Reliability** | Not enough data | 8.8 (8 reviews) | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 8.9/10 | 33 |

#### Call Analytics

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Call Recording** | Not enough data | 9.3 (30 reviews) | 
| **Machine Learning** | Not enough data | 8.5 (25 reviews) | 
| **Call Analysis** | Not enough data | 9.1 (32 reviews) | 
| **Lead Qualification** | Not enough data | 8.3 (21 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Customer Scoring** | Not enough data | 9.3 (27 reviews) | 
| **Speech-to-Text** | Not enough data | 9.0 (26 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 8.9 (6 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 8.6/10 | 30 |

#### Quality Assurance

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Evaluation** | Not enough data | 9.0 (27 reviews) | 
| **Calibration** | Not enough data | 8.5 (27 reviews) | 
| **Reports** | Not enough data | 8.5 (28 reviews) | 

#### Engagement

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Feedback** | Not enough data | 9.3 (27 reviews) | 
| **Dashboards** | Not enough data | 9.0 (27 reviews) | 
| **Training** | Not enough data | 8.8 (26 reviews) | 

#### Performance

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Integrations** | Not enough data | 8.3 (27 reviews) | 
| **Compliance** | Not enough data | 9.3 (26 reviews) | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (9 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | 7.8/10 | 25 |
| **Puzzel CX Platform** | 7.6/10 | 49 |

#### Channels

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Voice** | 8.3 (20 reviews) ✓ Verified | 9.1 (44 reviews) | 
| **Social** | 7.0 (9 reviews) ✓ Verified | 7.0 (28 reviews) | 
| **Web Chat** | 6.8 (10 reviews) ✓ Verified | 7.8 (33 reviews) | 
| **Mobile SMS** | 7.1 (12 reviews) ✓ Verified | 7.4 (29 reviews) | 
| **Email** | 7.4 (12 reviews) ✓ Verified | 7.5 (34 reviews) | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.3 (21 reviews) | 

#### Functions

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Session Routing** | 8.3 (10 reviews) ✓ Verified | 7.9 (36 reviews) | 
| **Session Queuing** | 7.8 (10 reviews) ✓ Verified | 8.5 (35 reviews) | 
| **Concurrent Calling** | 8.7 (9 reviews) ✓ Verified | 8.1 (35 reviews) | 
| **Speech Analytics** | 8.2 (10 reviews) ✓ Verified | 6.2 (26 reviews) | 
| **Auto Dialer** | 7.7 (10 reviews) ✓ Verified | 6.5 (31 reviews) | 
| **IVR** | 9.5 (13 reviews) ✓ Verified | 8.9 (35 reviews) | 
| **Inbound Screen Pop** | 9.1 (13 reviews) ✓ Verified | 7.8 (36 reviews) | 
| **Persistent Data** | 9.1 (9 reviews) ✓ Verified | 6.8 (30 reviews) | 

#### Agentic AI - Contact Center

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Session Summary Notes** | 8.3 (7 reviews) ✓ Verified | 7.3 (31 reviews) | 
| **Administrator Access** | 7.1 (7 reviews) ✓ Verified | 8.7 (40 reviews) | 
| **Reporting & Dashboards** | 7.1 (7 reviews) ✓ Verified | 7.8 (44 reviews) | 
| **Session Recording** | 9.0 (7 reviews) ✓ Verified | 8.2 (36 reviews) | 
| **Agent Scheduling and Assignment** | 7.3 (5 reviews) ✓ Verified | 6.7 (32 reviews) | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Responses

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 7.1/10 | 13 |

#### Workforce Management

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Agent Availability** | Not enough data | 7.4 (12 reviews) | 
| **Skills Management** | Not enough data | 6.7 (10 reviews) | 
| **Shift Scheduling** | Not enough data | 7.0 (11 reviews) | 
| **Agent Self-Service** | Not enough data | 7.3 (11 reviews) | 
| **Mobile Access** | Not enough data | 6.3 (10 reviews) | 

#### Administration

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Automation** | Not enough data | 7.4 (11 reviews) | 
| **Performance Analysis** | Not enough data | 7.7 (11 reviews) | 
| **Dashboards** | Not enough data | 6.9 (12 reviews) | 
| **Forecasting** | Not enough data | 7.3 (10 reviews) | 
| **Intraday Management** | Not enough data | 6.8 (10 reviews) | 

### Feedback Analytics

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 7.9/10 | 18 |

#### Feedback Management

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Tagging** | Not enough data | 8.2 (17 reviews) | 
| **Segmentation** | Not enough data | 7.7 (16 reviews) | 
| **Custom Reports and Dashboards** | Not enough data | 8.1 (18 reviews) | 

#### Feedback Analysis

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Thematic Analysis** | Not enough data | 8.9 (17 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.9 (17 reviews) | 
| **NPS/CSAT Scoring** | Not enough data | 8.2 (15 reviews) | 

#### Feedback Sources

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Online Reviews** | Not enough data | 7.7 (13 reviews) | 
| **Surveys** | Not enough data | 7.6 (13 reviews) | 
| **Social Media** | Not enough data | 6.7 (11 reviews) | 
| **Customer Service Channels** | Not enough data | 7.2 (13 reviews) | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (6 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (6 reviews) | 

### Co-Browsing

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Administration

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Access Control** | Not enough data | Not enough data | 
| **Web Page Navigation** | Not enough data | Not enough data | 
| **Real Time Assistance** | Not enough data | Not enough data | 

#### Security

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Data Security** | Not enough data | Not enough data | 
| **Data Masking** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 7.7/10 | 25 |

#### Platform

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Omnichannel** | Not enough data | 7.8 (22 reviews) | 
| **Mobile Access** | Not enough data | 6.6 (21 reviews) | 
| **Queue Management** | Not enough data | 8.3 (23 reviews) | 
| **Call Routing** | Not enough data | 8.5 (23 reviews) | 
| **Call Back** | Not enough data | 8.3 (25 reviews) | 
| **IVR** | Not enough data | 8.2 (20 reviews) | 
| **Automatic Call Distribution** | Not enough data | 8.2 (23 reviews) | 

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.4 (19 reviews) | 

#### Workforce Management

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Call Monitoring** | Not enough data | 7.2 (23 reviews) | 
| **Performance Evaluation** | Not enough data | 7.0 (21 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Call Recording** | Not enough data | 7.7 (21 reviews) | 
| **Reporting & Dashboards** | Not enough data | 7.6 (23 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 6.7/10 | 16 |

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | 4.3 (7 reviews) | 
| **AI Text Summarization** | Not enough data | 4.3 (7 reviews) | 
| **AI Text-to-Speech** | Not enough data | 4.3 (7 reviews) | 

#### Communication

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.1 (14 reviews) | 
| **Notifications** | Not enough data | 8.0 (14 reviews) | 
| **Targeted Emails** | Not enough data | 7.1 (12 reviews) | 
| **In-App Messaging** | Not enough data | 7.8 (10 reviews) | 
| **Co-Browsing** | Not enough data | 5.8 (10 reviews) | 

####  Internal Use

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Customization ** | Not enough data | 8.6 (12 reviews) | 
| **Conversation Archiving** | Not enough data | 7.8 (10 reviews) | 
| **Lead Development** | Not enough data | 6.7 (8 reviews) | 
| **Knowledge Base** | Not enough data | 7.4 (13 reviews) | 
| **Team Inbox ** | Not enough data | 6.0 (12 reviews) | 
| **Customer Profiles** | Not enough data | 6.7 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Process

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Mentions** | Not enough data | Not enough data | 
| **Tickets** | Not enough data | Not enough data | 
| **Macros** | Not enough data | Not enough data | 

#### Channels

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Email** | Not enough data | Not enough data | 
| **Social** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Phone** | Not enough data | Not enough data | 
| **Text** | Not enough data | Not enough data | 

#### Insight

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Surveys** | Not enough data | Not enough data | 
| **Reporting** | Not enough data | Not enough data | 
| **Visitor Activity** | Not enough data | Not enough data | 
| **Help Desk** | Not enough data | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | 7.2/10 | 6 |

#### Generative AI

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.2 (6 reviews) | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | 7.8/10 | 133 |
| **Puzzel CX Platform** | N/A | N/A |

#### Platform Basics - VoIP Providers

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | Not enough data | 
| **Call Management** | Not enough data | Not enough data | 
| **Network monitoring** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 
| **Virtual PBX** | Not enough data | Not enough data | 
| **SIP trunking services** | Not enough data | Not enough data | 

#### Basic Communication

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Phone Calls** | 8.5 (121 reviews) ✓ Verified | Not enough data | 
| **Video Calls** | 7.0 (35 reviews) ✓ Verified | Not enough data | 
| **Instant Messaging** | 6.9 (53 reviews) ✓ Verified | Not enough data | 
| **Screen Sharing** | 7.3 (48 reviews) ✓ Verified | Not enough data | 
| **Conference Calls** | 8.0 (85 reviews) ✓ Verified | Not enough data | 
| **Desk-to-Desk Calls** | 9.0 (115 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - VoIP Providers

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Access

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Software Pairing** | 7.0 (54 reviews) ✓ Verified | Not enough data | 
| **Browser Extension** | 7.4 (49 reviews) ✓ Verified | Not enough data | 
| **Individual Download** | 7.7 (57 reviews) ✓ Verified | Not enough data | 

#### Advanced Features

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Hold Music** | 7.7 (90 reviews) ✓ Verified | Not enough data | 
| **Automated Attendants** | 8.0 (97 reviews) ✓ Verified | Not enough data | 
| **VOiP Number** | 8.8 (106 reviews) | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | 7.7/10 | 17 |
| **Puzzel CX Platform** | N/A | N/A |

#### Agentic AI - UCaaS Platforms

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Extensions

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Tenancy Flexibility** | 7.0 (9 reviews) ✓ Verified | Not enough data | 
| **Native VoIP** | 8.0 (9 reviews) ✓ Verified | Not enough data | 
| **CCaaS Option** | 7.3 (8 reviews) ✓ Verified | Not enough data | 

#### Features

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Voicemail to Email** | 8.8 (13 reviews) ✓ Verified | Not enough data | 
| **Voicemail to SMS** | Feature Not Available | Not enough data | 
| **File Sharing** | 7.0 (5 reviews) ✓ Verified | Not enough data | 
| **Voice Conferencing** | 8.0 (11 reviews) ✓ Verified | Not enough data | 
| **Video Conferencing** | 8.1 (9 reviews) ✓ Verified | Not enough data | 
| **Conference Transcripts** | Feature Not Available | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Mitel** | N/A | N/A |
| **Puzzel CX Platform** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Mitel (2):** [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [VoIP Providers](https://www.g2.com/categories/voip-providers)

**Unique to Puzzel CX Platform (13):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Co-Browsing Software](https://www.g2.com/categories/co-browsing), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Feedback Analytics Software](https://www.g2.com/categories/feedback-analytics)


---
## Reviewer Demographics

### By Company Size

| Segment | Mitel | Puzzel CX Platform | 
|---|---|---|
| **Small-Business** | 45.0% | 24.3% | 
| **Mid-Market** | 45.9% | 54.3% | 
| **Enterprise** | 9.1% | 21.4% | 

### By Industry

#### Mitel

- **Information Technology and Services:** 6.8%
- **Insurance:** 5.9%
- **Financial Services:** 5.9%
- **Construction:** 4.5%
- **Real Estate:** 4.5%
- **Non-Profit Organization Management:** 3.6%
- **Hospital & Health Care:** 3.2%
- **Education Management:** 3.2%
- **Medical Practice:** 2.7%
- **Legal Services:** 2.7%
- **Other:** 56.8%

#### Puzzel CX Platform

- **Telecommunications:** 17.8%
- **Oil & Energy:** 11.1%
- **Insurance:** 8.9%
- **Information Technology and Services:** 7.4%
- **Consumer Services:** 5.9%
- **Retail:** 5.2%
- **Banking:** 3.0%
- **Education Management:** 2.2%
- **Transportation/Trucking/Railroad:** 2.2%
- **Financial Services:** 2.2%
- **Other:** 34.1%

---
## Alternatives

### Alternatives to Mitel

- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1414 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1356 reviews)
- [Vonage Business Communications](https://www.g2.com/products/vonage-business-communications/reviews) — 4.3/5 stars (500 reviews)
- [Cisco Unified Communications Manager (CallManager)](https://www.g2.com/products/cisco-unified-communications-manager-callmanager/reviews) — 4.4/5 stars (111 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3553 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4165 reviews)
- [Webex Calling](https://www.g2.com/products/webex-calling/reviews) — 4.5/5 stars (636 reviews)

### Alternatives to Puzzel CX Platform

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7329 reviews)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.5/5 stars (393 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3745 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2913 reviews)

---
## Top Discussions

### Mitel

- Title: [Password Policy & Mobile Client](https://www.g2.com/discussions/password-policy-mobile-client) — 1 comment, 1 upvote *(includes official response)*
  > **Top comment:** "Hello Thomas. Thank you for starting this discussion! 

I have asked internally regarding our password policies, but did you know we now allow..."

### Puzzel CX Platform

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/mitel-vs-puzzel-cx-platform)