Puzzel CX Platform Features

As reported in 14 Puzzel CX Platform reviews. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation. This feature was mentioned in 14 Puzzel CX Platform reviews.

Based on 12 Puzzel CX Platform reviews. Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help. 10 reviewers of Puzzel CX Platform have provided feedback on this feature.

Allows agents to join a customer's browser session and navigate through the website with them. 10 reviewers of Puzzel CX Platform have provided feedback on this feature.

Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 11 Puzzel CX Platform reviews.

Archives conversations in a separate location for later reference. 10 reviewers of Puzzel CX Platform have provided feedback on this feature.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations. 12 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 12 Puzzel CX Platform reviews. Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

As reported in 43 Puzzel CX Platform reviews. Provides voice call functionality.

Provides an interface for one or more social media channels. 28 reviewers of Puzzel CX Platform have provided feedback on this feature.

Includes or integrates with live chat initiaited from the company's web site. 33 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 29 Puzzel CX Platform reviews. Accepts contacts initiated through SMS or other mobile text functions.

Allows CSRs to receive and answer customer emails. 33 reviewers of Puzzel CX Platform have provided feedback on this feature.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

As reported in 10 Puzzel CX Platform reviews. Presents information about the individual being called before the call begins.

As reported in 10 Puzzel CX Platform reviews. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Based on 10 Puzzel CX Platform reviews. Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves. This feature was mentioned in 11 Puzzel CX Platform reviews.

As reported in 11 Puzzel CX Platform reviews. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Decides response type by determining if voice is a human response or an answering machine.

Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.

Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Allows users to automate responses to customer inquiries across various channels.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows users to automate the handling, processing, and management of documents.

Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

Operationalizes data delivery workflows to easily scale repeatable preparation needs

Provide workflows to create and escalate issues related to risks and requests

Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Automates some or all operation related tasks 11 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 11 Puzzel CX Platform reviews. Monitors call volume and quality to evaluate agent performance.

As reported in 12 Puzzel CX Platform reviews. Has a centralized dashboard for users to interact with.

As reported in 10 Puzzel CX Platform reviews. Forecasts scheduling needs based on historical data.

Based on 10 Puzzel CX Platform reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Provides permssion for access control of user's web browser

Allows agents to navigate through web pages by swapping or shifting pages on user's behalf

Provides real time assitance across web and mobile

Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Ensures user access management, data lineage, and data encryption

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

Perform ad-hoc or ongoing IT audits at different levels of the company.

Identify risk data attributes such as description, category, owner, or hierarchy.

Protects data with some form of encryption as it leaves your secure or local network.

Allows administrators to set user access privileges to permit approved parties to access sensitive data.

Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

As reported in 30 Puzzel CX Platform reviews. Records sales calls and facilitates playback

As reported in 25 Puzzel CX Platform reviews. Utilizes machine learning technology to analyze recorded sales calls

Analyzes or facilitates the analysis of recorded and stored sales calls for insight This feature was mentioned in 32 Puzzel CX Platform reviews.

As reported in 21 Puzzel CX Platform reviews. Leverages analytics to qualify and score calls in real time

As reported in 27 Puzzel CX Platform reviews. Leverages technology to rate or "read" recordings to determine the impact of sales calls

Based on 26 Puzzel CX Platform reviews. Transcribes sales calls from speech to text

Utilizes artificial intelligence technology to discover insights within recorded sales calls This feature was mentioned in 28 Puzzel CX Platform reviews.

Based on 27 Puzzel CX Platform reviews. Provides tools for evaluating customer interactions

Based on 27 Puzzel CX Platform reviews. Offers features for maintaining fair and consistent scoring

Generates quality and performance reports This feature was mentioned in 28 Puzzel CX Platform reviews.

Tools for providing personalized feedback and coaching sessions This feature was mentioned in 27 Puzzel CX Platform reviews.

Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 27 Puzzel CX Platform reviews.

Based on 26 Puzzel CX Platform reviews. Tools for educating and training agents

As reported in 27 Puzzel CX Platform reviews. Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection This feature was mentioned in 26 Puzzel CX Platform reviews.

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 36 Puzzel CX Platform reviews.

Based on 35 Puzzel CX Platform reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.

Based on 35 Puzzel CX Platform reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Provides some level of analytics based on keywords and vocal tones. 26 reviewers of Puzzel CX Platform have provided feedback on this feature.

Has auto dialing or predictive dialing functions for outbound use. 31 reviewers of Puzzel CX Platform have provided feedback on this feature.

Includes an interactive phone menu. This feature was mentioned in 35 Puzzel CX Platform reviews.

Populates CSR's screen with available customer data. This feature was mentioned in 36 Puzzel CX Platform reviews.

Maintains and shares information across channels and agents as the case progresses. 30 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 31 Puzzel CX Platform reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Based on 40 Puzzel CX Platform reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 44 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 36 Puzzel CX Platform reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. This feature was mentioned in 32 Puzzel CX Platform reviews.

Based on 21 Puzzel CX Platform reviews. Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 23 Puzzel CX Platform reviews.

Enables the creation of an internal repository of knowledge articles

Provides workflows for writing, editing, approving, and publishing knowledge article content

Helps users understand which knowledge articles are working and identifies areas of improvement

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Provides personalized responses to interlocator based on segmentation or past responses.

Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator.

Allows business to edit conversations to meet the unique needs of one's business.

Gives users the ability to update systems, like CRM, based on conversations.

Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

As reported in 22 Puzzel CX Platform reviews. Allows inflow of requests through various digital channels such as email, social media, etc.

As reported in 21 Puzzel CX Platform reviews. Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow. 23 reviewers of Puzzel CX Platform have provided feedback on this feature.

Allows distribution of incoming calls to agents. 23 reviewers of Puzzel CX Platform have provided feedback on this feature.

Based on 25 Puzzel CX Platform reviews. Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 20 reviewers of Puzzel CX Platform have provided feedback on this feature.

Allows automatic distribution of incoming calls to the agents. 23 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 12 Puzzel CX Platform reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.

Based on 10 Puzzel CX Platform reviews. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. 11 reviewers of Puzzel CX Platform have provided feedback on this feature.

Based on 11 Puzzel CX Platform reviews. Allows agents to set their own preferences, request time off, and trade shifts.

As reported in 10 Puzzel CX Platform reviews. Allows users to access the software using mobile devices.

Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 23 Puzzel CX Platform reviews.

Based on 21 Puzzel CX Platform reviews. Allows managers/supervisors to evaluate the performance of agents.

Tag content to organize and assign to specific departments or categories This feature was mentioned in 17 Puzzel CX Platform reviews.

Break down a population of users by demographics, sequence actions, time, and able to build custom segments. 16 reviewers of Puzzel CX Platform have provided feedback on this feature.

Allows users to easily build customized reports and dashboards. 18 reviewers of Puzzel CX Platform have provided feedback on this feature.

Identifies key phrases, themes, and patterns within a given text This feature was mentioned in 17 Puzzel CX Platform reviews.

Based on 17 Puzzel CX Platform reviews. Outputs the sentiment (positive or negative) of a given text

Measures and reports on NPS, CSAT, or other metrics over time This feature was mentioned in 15 Puzzel CX Platform reviews.

Analyzes feedback from online reviews 13 reviewers of Puzzel CX Platform have provided feedback on this feature.

As reported in 13 Puzzel CX Platform reviews. Analyzes feedback from surveys through built-in survey features or integrations with survey tools

Based on 11 Puzzel CX Platform reviews. Analyzes customer feedback from social media

As reported in 13 Puzzel CX Platform reviews. Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat

Provides high-level security during co-browsing sessions

Provides secured masking on sensitive data (i.e. account numbers or passwords)

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Based on 19 Puzzel CX Platform reviews. Simulates human-like speech from text inputs.

As reported in 21 Puzzel CX Platform reviews. Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.

Allows the AI agent to autonomously resolve customer queries without human intervention.

Enables the AI agent to provide accurate answers based on the context of customer inquiries.

Allows the AI agent to analyze customer sentiment and adjust responses accordingly.

Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.

Provides users the ability to interact with the AI agent in multiple languages for global support.

Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.

Provides users the ability to automate gathering and analyzing customer feedback after interactions.

Allows the AI agent to identify when issues require human intervention and escalate them appropriately.

Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.

Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.

Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.