Puzzel CX Platform Reviews & Product Details

Reviewing this based on our recent purchase of the Conversational Intelligence module.

The on-boarding of the module has gone really well. From being able to tailor what queues we wanted adding for CI to analyse, to a bespoke build of the Call summary section, the process has been really impressive.

The support we have received from Christopher has been fantastic an d nothing seems to have been a problem, even with the many, many changes we have requested along the the implementation.

The insight that CI has given us is far superior to anything we have had before and nearly in real-time (given a slight 15/20 minute delay). Review collected by and hosted on G2.com.

Reviewing this based on our recent purchase of the Conversational Intelligence module.

There is very little to dislike about CI.

Anything that has been an issue, has either been resolved or explained very well.

The initial issue we had was that the calls were taking anything up to a couple of hours to be processed and available. All now resolved after a system upgrade.

One great feature to have would be the ability to see how many conversations have been processed against our contracted amount. Granted we can build internal reporting for that, but it would be good to see that in the platform itself. Review collected by and hosted on G2.com.

Having worked with Puzzel now for just over 12 months, I have found the experience of design, build, and implementation phases seamless and highly professional. One of the most considerable qualities we were looking for in a new telephony provider was the ability to develop a partnership. We have certainly found that over the last year, we are very much a part of the puzzel team as they are within our community which I believe is an essential part of the journey when two organizations come together. A large part of that has been down to our excellent relationship with the Puzzel team on our account of Ram, Rob, Henry & Lina. Everything from architect design assistance to puzzel support for an issue has been excellent. The user interface within Puzzel Admin & Agent is brilliant and so easy to use at every level. The FLOW section for our IVR is the best I have used within a telephony platform, and changes are straightforward to make. Review collected by and hosted on G2.com.

There isn't a great deal I don't like about the puzzel platform. Given we launched this new platform into our organization during a global pandemic, I think it speaks volumes about puzzel's customer service and care to its customers. Perhaps the raw data could be available on the platform itself in future which would allow us to create custom reports in puzzel rather than through excel or Power BI etc.. Review collected by and hosted on G2.com.

Easy to use, intuitive. Best experience ever of deploying a new telephony system for me. The whole of our team have really embraced the system and worked with the team over at Puzzel. The Puzzel team have been outstanding, the support we've received has been second to none. Whilst we had some challenges/niggles it wasn't with the Puzzel system itself. The implementation was smooth, and I really felt like as a customer we matter. We have also got enhancements in our system from the outset with new features. Review collected by and hosted on G2.com.

I really can't think of any at the moment! Review collected by and hosted on G2.com.

I find the Puzzel CX Platform incredibly valuable for managing customer interactions and monitoring agents' cases daily. It helps us stay organized and provides a comprehensive overview of areas that require attention and improvement. I appreciate the platform's intuitive dashboards, trackers, and insightful reports, which give us a clear view of our performance. During peak hours, I am impressed with its reliability; we experience no significant issues with handling the workload and all calls are efficiently managed within the system without errors. Additionally, the initial setup was smooth and effective, largely due to the excellent onboarding process by Josip, making the transition a positive experience. Review collected by and hosted on G2.com.

I feel the overall loading time of the Puzzel CX Platform could be improved. Although it's not a major issue since it's already quite fast, we have a strong preference for speed and efficiency. Additionally, I think the customization options for reports and subscriptions could be enhanced. I would love to create more detailed and tailored reports for my team. For example, having a better overview of trackers detected/not detected would be beneficial, similar to when creating a segment with trackers on the site. Review collected by and hosted on G2.com.

I find the Puzzel CX Platform incredibly user-friendly, making it easy to use even for new users. The platform's intuitive guidance through features like trackers enhances my experience, allowing me to utilize its capabilities effectively. I appreciate the simplicity of filtering conversations, which streamlines the process of finding specific interactions and understanding the content without having to listen to them. This functionality significantly enhances my ability to analyze service agent-customer interactions efficiently, track conversation metrics accurately, and identify customer base trends. The overall ease of use of the Puzzel CX Platform results in a seamless and productive user experience. Review collected by and hosted on G2.com.

I think keytopics could be specified more precisely for each business or there should be the possibility to input custom keywords. Additionally, searching for customers by numbers should be more flexible, allowing searches without needing to include the country code like '+45'. Review collected by and hosted on G2.com.

I really appreciate the interactivity and dashboards in Puzzel CX Platform, as they make it quite easy to use and understand. Implementing trackers to identify and manage bottlenecks becomes seamless with this tool. The way data is presented visually is impressive, allowing us to send out comprehensive reports. The user interface feels intuitive, making the overall experience pleasant. Moreover, Cecilie from the support team was especially helpful during the setup, which adds to the positive experience with the platform. Review collected by and hosted on G2.com.

I am frustrated by the limitation on report customisation in Puzzel CX Platform. I want the ability to change the main page from which standard reports are sent. This feature is essential because we need to provide personalised reports to our CEOs, ideally sending them detailed summaries in a format such as a poster or PowerPoint presentation every month. Currently, the platform does not allow for this level of customizable reporting, which limits our ability to tailor reports according to our specific strategic needs. Review collected by and hosted on G2.com.

I truly appreciate how professional and attuned Puzzel CX Platform was to our business needs and how aligned Puzzel was to our culture during our initial interaction. The setup of the platform was smooth and trouble-free, thanks to the collaborative planning with the Puzzel team. I find the system highly configurable to our needs while remaining easy to use, which significantly enhances efficiency and time-saving in our operations. I enjoy the robust analytics and reporting features that Puzzel CX Platform provides, which have proven to be extremely beneficial. The potential in Conversation Intelligence capability is really promising, with expectations of improved efficiency by enabling advisors to handle more calls due to reduced time on task summarization and call reason assignment. Lastly, the people behind Puzzel make it more appealing - they are brilliant representatives of the brand, creating technology that reinforces our commitment to continue using their services. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Conversational Intelligence of Puzzel was easy to implement and integrate and is user-friendly. We use it daily in our contact center for analysis, agent follow-up, and coaching. The excellent AI features have helped us identify efficiency and quality-related issues more quickly. For instance, we have been able to pinpoint the frequency and nature of knowledge gaps and critical errors more effectively. Through conversational intelligence reports, we have also received a more detailed understanding of the topics of customer transactions. As a result, we have been able to improve agent training and coaching, which has led to higher CSAT scores and even stronger partnerships. The Puzzel support team is always willing to answer questions and meet specific needs. I highly recommend Conversational Intelligence. Review collected by and hosted on G2.com.

Nothing in particular. Perhaps the coaching feature of Conversational Intelligence could be even more developed. Review collected by and hosted on G2.com.

I appreciate the straightforward and user-friendly setup of the Puzzel CX Platform, particularly for the sub search. It's neat and easy to use, making my data gathering tasks more efficient. I also find the way But Studio allows for strict configuration of chatbots very helpful. This setup enables us to trace back every chat log and understand the thought process behind failures, which is great for troubleshooting and improving the chatbot's performance. Although this restrictiveness can reduce the AI's intuitiveness and broadness, the ability to have well-structured processes and solve solutions outweighs that. It's very useful to trace back logs and build solutions. The value in using Puzzel CX Platform lies in its ability to provide these clear insights and structured frameworks which benefit our work greatly. Review collected by and hosted on G2.com.

I find there are certain limitations in terms of data availability, especially concerning keyword insights and statistics. Although the setup is generally straightforward, our team encountered issues with the scraper, which is a critical component of our operations. Additionally, while the ability to set up chatbots strictly on Bud Studio is helpful, it comes at the cost of reducing the intuitive and broad capabilities of the AI, making it less 'smart.' Finally, enhancing features similar to Raffle AI or Google, particularly in terms of displaying relevant AI-generated results at the top of search queries, would align better with user expectations. Review collected by and hosted on G2.com.

What I like best about the Puzzel CX Platform is how easy it makes it for our teams to deliver great customer experiences. Everything just works from routing to reporting and the insights we get from Conversational Intelligence really help us understand our customers and coach our agents in a meaningful way. It’s a platform that actually makes a difference in daily operations. Review collected by and hosted on G2.com.

There isn’t much to dislike, but as with any comprehensive CX platform, it can take some time to fully explore and customize all the available features. Once everything is set up, though, it runs smoothly and delivers great value. Review collected by and hosted on G2.com.