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At a Glance
Market Segments
Mid-Market (52.7% of reviews)
Mid-Market (42.6% of reviews)
Entry-Level Pricing
No pricing available
Starting at $25.00 1 User Per Month
Puzzel CX Platform
Star Rating
(137)4.6 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Puzzel CX PlatformSalesforce Service Cloud
Star Rating
(7,166)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Salesforce Service Cloud excels in its Database Management capabilities, scoring 8.8, which allows for efficient handling of customer data. In contrast, Puzzel CX Platform scores 8.3, indicating a slightly less robust database management feature.
- Reviewers mention that Salesforce Service Cloud offers superior Quality of Support with a score of 8.3, compared to Puzzel CX Platform's 8.9. Users appreciate the responsiveness and helpfulness of Salesforce's support team, while Puzzel's support is noted as being less comprehensive.
- G2 users highlight the Ease of Use of Puzzel CX Platform, which scores 8.7, making it more user-friendly for new users compared to Salesforce Service Cloud's score of 8.4. This ease of use is particularly beneficial for teams looking to onboard quickly.
- Reviewers mention that Salesforce Service Cloud shines in Integrations, scoring 8.5, which allows seamless connectivity with various third-party applications. Puzzel CX Platform, however, scores lower at 7.0, indicating potential limitations in integration capabilities.
- Users on G2 report that Salesforce Service Cloud's Automation features, scoring 8.1, provide significant efficiency improvements, while Puzzel CX Platform's score of 7.8 suggests it may not automate processes as effectively.
- Reviewers say that Salesforce Service Cloud's Forecasting capabilities, with a score of 7.4, are less effective compared to Puzzel CX Platform's score of 8.1, indicating that Puzzel may offer better tools for predicting customer needs and trends.
Pricing
Entry-Level Pricing
Puzzel CX Platform
No pricing availableSalesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Free Trial
Puzzel CX Platform
No trial information availableSalesforce Service Cloud
Free Trial is available
Ratings
Meets Requirements
8.5
104
8.6
2,754
Ease of Use
8.7
109
8.4
5,329
Ease of Setup
8.6
98
7.9
4,088
Ease of Admin
8.5
94
8.2
1,524
Quality of Support
8.9
104
8.3
2,535
Has the product been a good partner in doing business?
9.2
97
8.7
1,505
Product Direction (% positive)
9.4
108
8.2
2,715
Features by Category
Ticket and Case Management
Not enough data
8.5
1201
|
Verified
Not enough data
8.4
1199
|
Verified
Not enough data
8.3
1228
|
Verified
Not enough data
8.3
1151
|
Verified
Not enough data
8.1
977
Not enough data
7.9
1165
|
Verified
Not enough data
8.3
1147
|
Verified
Not enough data
8.5
1025
|
Verified
Generative AI
Not enough data
7.6
175
Not enough data
7.6
174
Agentic AI - Help Desk
Not enough data
8.0
50
Not enough data
8.2
52
Not enough data
8.1
52
Communication Channels
Not enough data
8.4
1018
|
Verified
Not enough data
8.6
1202
|
Verified
Not enough data
8.1
843
Not enough data
8.0
803
|
Verified
Not enough data
8.0
763
Platform
Not enough data
7.8
552
|
Verified
8.9
11
8.3
816
|
Verified
Not enough data
8.6
691
|
Verified
Not enough data
8.3
608
|
Verified
Not enough data
8.2
1143
|
Verified
Not enough data
8.2
1162
|
Verified
Customer Information
Not enough data
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Predictions
Not enough data
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Platform
Not enough data
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Generative AI
Not enough data
7.3
169
Not enough data
7.3
167
Agentic AI - Customer Success
Not enough data
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Dialing Options
9.5
10
Not enough data
8.7
10
Not enough data
Not enough data
Not enough data
Agent Tools
7.5
10
Not enough data
8.0
11
Not enough data
8.8
11
Not enough data
Automation
6.7
9
Not enough data
8.1
9
Not enough data
6.7
8
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
8.8
8
8.8
227
8.8
8
8.7
226
7.9
8
8.6
223
Knowledge Management
9.0
8
8.7
218
8.3
6
8.5
210
8.6
6
8.4
208
Compliance
8.1
6
8.7
226
8.6
6
8.7
223
8.9
6
8.6
223
7.8
6
8.6
220
Customer Support
8.6
6
8.1
209
Not enough data
8.1
202
Not enough data
8.0
191
Data Security
8.3
6
8.6
215
8.1
7
8.7
216
8.6
7
9.0
217
9.0
7
9.1
217
Administration
7.0
5
8.6
207
8.6
6
8.8
209
8.8
8
8.9
212
Generative AI
Not enough data
7.5
147
Call Analytics
9.3
30
Not enough data
8.5
25
Not enough data
9.1
32
Not enough data
8.3
21
Not enough data
Agent Performance Management
9.3
27
Not enough data
9.0
26
Not enough data
8.7
28
Not enough data
Generative AI
8.9
6
Not enough data
Agentic AI - Conversation Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Design
Not enough data
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Generative AI
Not enough data
7.4
110
Not enough data
7.5
109
Usability
Not enough data
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Reporting
Not enough data
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Generative AI
Not enough data
7.6
178
Not enough data
7.6
179
Quality Assurance
9.0
27
8.7
68
8.5
27
8.7
65
8.5
28
8.7
67
Engagement
9.3
27
8.8
66
9.0
27
8.8
66
8.8
26
8.7
66
Performance
8.3
27
8.6
66
9.3
26
8.8
66
Generative AI
7.8
9
7.7
57
7.8
9
7.9
58
Channels
9.0
43
7.4
274
7.0
28
7.3
268
7.8
33
7.9
272
7.4
29
7.3
265
7.6
33
8.7
279
Generative AI
6.3
21
7.0
216
Functions
7.9
36
7.9
268
8.5
35
8.0
265
8.1
35
7.6
257
6.2
26
7.2
253
6.5
31
7.2
255
8.9
35
7.2
258
7.8
36
7.7
258
6.8
30
8.0
257
Agentic AI - Contact Center
Not enough data
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Administrative
7.3
31
7.9
254
8.7
40
8.5
259
7.8
44
8.5
257
8.2
36
7.7
246
6.7
32
7.6
251
Responses
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
7.4
12
7.9
56
6.7
10
7.9
56
7.0
11
7.4
55
7.3
11
7.8
55
6.3
10
7.6
55
Administration
7.4
11
8.2
56
7.7
11
8.3
55
6.9
12
8.4
55
7.3
10
7.6
54
6.8
10
7.7
54
Feedback Management
8.2
17
Not enough data
7.7
16
Not enough data
8.1
18
Not enough data
Feedback Analysis
8.9
17
Not enough data
8.9
17
Not enough data
8.2
15
Not enough data
Feedback Sources
7.7
13
Not enough data
7.6
13
Not enough data
6.7
11
Not enough data
7.2
13
Not enough data
Generative AI
7.5
6
Not enough data
7.8
6
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
Not enough data
8.5
101
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Support Automation
Not enough data
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Generative AI
Not enough data
7.4
94
Not enough data
7.4
93
Platform
7.8
22
Not enough data
6.6
21
Not enough data
8.3
23
Not enough data
8.5
23
Not enough data
8.3
25
Not enough data
8.2
20
Not enough data
8.2
23
Not enough data
Generative AI
6.4
19
Not enough data
Workforce Management
7.2
23
Not enough data
7.0
21
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
7.7
21
Not enough data
7.6
23
Not enough data
Customer Support
Not enough data
8.3
142
Not enough data
7.9
137
Not enough data
8.2
137
Automation
Not enough data
8.2
140
Not enough data
8.2
141
Not enough data
8.1
140
Artificial Intelligence
Not enough data
7.6
135
Not enough data
7.6
135
Not enough data
7.3
132
Generative AI
4.3
7
7.7
107
4.3
7
7.7
106
4.3
7
7.7
107
Communication
8.1
14
8.5
309
|
Verified
8.0
14
8.6
328
|
Verified
7.1
12
8.4
274
|
Verified
7.8
10
8.5
276
|
Verified
5.8
10
7.8
159
Internal Use
8.9
11
8.3
816
|
Verified
7.8
10
8.3
295
|
Verified
6.7
8
8.5
287
|
Verified
7.2
12
8.4
317
|
Verified
6.0
12
8.5
288
|
Verified
6.7
8
8.7
321
|
Verified
Generative AI
Not enough data
7.2
126
Self-Service Experience
Not enough data
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Self-Service Platform
Not enough data
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Agentic AI - Customer Self-Service
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Generative AI
Not enough data
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Process
Not enough data
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Channels
Not enough data
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Insight
Not enough data
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Generative AI
7.2
6
Not enough data
Generative AI
Not enough data
8.0
79
Not enough data
7.9
80
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Survey Management
Not enough data
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Process Management
Not enough data
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
System Management
Not enough data
9.1
30
Not enough data
8.7
29
Customer Query Resolution - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customer Interaction Automation - AI Customer Support Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Puzzel CX Platform and Salesforce Service Cloud are categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Social Customer Service, Live Chat, Contact Center Workforce, and Contact Center
Unique Categories
Puzzel CX Platform is categorized as AI Customer Support Agents, Co-Browsing, AI Agents For Business Operations, Speech Analytics, Auto Dialer, Call Center Infrastructure (CCI), Conversation Intelligence, and Feedback Analytics
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Customer Success, Help Desk, Enterprise Feedback Management, and Customer Self-Service
Reviews
Reviewers' Company Size
Puzzel CX Platform
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Telecommunications
18.3%
Oil & Energy
11.5%
Insurance
8.4%
Information Technology and Services
7.6%
Consumer Services
6.1%
Other
48.1%
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.7%
Alternatives
Discussions
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