--- title: Puzzel CX Platform Reviews meta_title: 'Puzzel CX Platform Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 152 reviews by the users' company size, role or industry to find out how Puzzel CX Platform works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 152 scale: '5' date_modified: '2026-08-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Puzzel CX Platform Reviews **Vendor:** Puzzel **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.6/5.0 **Total Reviews:** 152 ## About Puzzel CX Platform Puzzel is a leading European provider of cloud contact centre solutions, offering a customer-centric, AI-powered CX ecosystem designed to give organisations full control and visibility over the entire customer journey. In a world where contact centres face increasing pressure from agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools. Puzzel changes that by: \* Unifying Processes \* Centralising Data \* Automating Routine Tasks \* Scaling Flexibly To meet modern customer service demands — helping CX teams deliver faster, more consistent, and more personalised support. Puzzel’s AI-driven platform brings together a powerful set of solutions, including a fully integrated: \* Omnichannel Cloud Contact Centre \* Conversational Intelligence to analyse customer interactions and uncover actionable insights \* Virtual Agents across - Chat - Email - Voice \* Workforce Management to optimise: - Scheduling - Forecasting - Agent engagement We believe in striking the right balance between smart technology and the human touch. Our solutions are built to empower CX teams with the right information, tools and support to work more efficiently, focus their time where it matters most: on the meaningful, high-value conversations that strengthen customer loyalty. With Puzzel, businesses can do more with less. Our customers reduce: \* Manual Admin \* Improve First-Contact Resolution \* Elevate Agent and Customer Experiences Organisations using Puzzel have reported up to 278% ROI, demonstrating the measurable value of smart, scalable, people-focused customer service. Hundreds of organisations across Europe rely on Puzzel to help them simplify operations, support their teams, and deliver better customer experiences every day. ## Puzzel CX Platform Pros & Cons **What users like:** - Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management. (63 reviews) - Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments. (47 reviews) - Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency. (46 reviews) - Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring. (35 reviews) - Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality. (27 reviews) - Users praise the **intuitive interface and comprehensive reporting** of Puzzel CX Platform, enhancing their overall experience and efficiency. (25 reviews) - Users find Puzzel CX Platform **intuitive and user-friendly** , enhancing customer support through seamless interconnectivity and rich features. (24 reviews) - Simple (23 reviews) - Insights Generation (20 reviews) - Call Management (19 reviews) **What users dislike:** - Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs. (14 reviews) - Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness. (13 reviews) - Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features. (9 reviews) - Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features. (9 reviews) - Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports. (8 reviews) - Users experience **call processing delays** and find dialer functionality development lacking, impacting their overall satisfaction. (7 reviews) - Inadequate Reporting (7 reviews) - Users note that **slow loading times** can hinder their experience, particularly during peak hours in certain regions. (7 reviews) - Users note a significant **lack of clarity** in module integration and configuration, hindering overall experience and expectations. (6 reviews) - Users express concerns about the **limited functionality** of Puzzel CX Platform, particularly regarding audio and reporting features. (6 reviews) ## Puzzel CX Platform Reviews ### 1. Comprehensive Platform with Room for Improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** July 03, 2026 **What do you like best about Puzzel CX Platform?** I use Puzzel CX Platform for handling incoming calls to our multiple law firms and appreciate having everything in one place. From a management perspective, the availability of data has been invaluable, helping us ensure consistency, see trends in service, and aid in people development. It is pivotal in keeping us informed about team communications, reducing interruptions, and speeding up the process for clients. The initial setup was positively received by the team, and it was generally not as intimidating as expected, even though the systems differed significantly. **What do you dislike about Puzzel CX Platform?** The soft phone isn't always great with quality, and it's very intermittent, which I know also depends on the internet connection internally. Also, the reliability on the search functions in Case Management could be better. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The Puzzel CX Platform keeps our communications centralized, helping us stay informed and reducing interruptions. It speeds up client processes and provides invaluable data for consistency, trend analysis, and staff development. ### 2. Efficient CI Insights, Could Use Better Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Søren S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Puzzel CX Platform?** I really appreciate the combination of the phone platform and Conversational Intelligence in Puzzel CX Platform. The CI insights make it a lot easier to understand what actually happens in customer conversations instead of guessing. I can see patterns in incoming calls and identify common customer needs, which helps in sharing those insights with colleagues so they are better prepared. Plus, it reacts rather quickly. I also find the frontend to be user-friendly. **What do you dislike about Puzzel CX Platform?** One area that could be improved is the usability of some of the analytics and reporting features. While the insights from CI are very valuable, it can sometimes be hard to extract the needed data from the 'standardized' way of working with key topics. I could use a bit more flexibility in some features. I would like the possibility of working with prompting our own key topics instead of having you guys do it. Initially, the setup was superb, but the second time around (we changed the setup half a year ago), it wasn't seamless. With TDC in the middle, it's horrible, to be completely honest. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform saves us time by eliminating call tagging and, with Conversational Intelligence, helps navigate incoming calls. It provides insights into customer conversations, allowing us to understand customer needs better and prepare colleagues effectively. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re really happy to hear how helpful you find the combination of our phone platform and Conversational Intelligence, especially in understanding customer needs and supporting your team. We also appreciate your honest feedback about analytics flexibility, topic setup, and the recent onboarding experience. Insights like these genuinely help us improve, and we’ll make sure they’re shared with the right teams. Thanks again for taking the time to share your experience, we’re glad Puzzel CX Platform is helping you save time and work more efficiently! Best wishes, Bróna O'Donnell ### 3. Clear and user-friendly, but still room for growth **Rating:** 4.0/5.0 stars **Reviewed by:** Jasper B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Puzzel CX Platform?** I appreciate that the Puzzel CX Platform provides us with an overview and modern access to a system that is easy to use. I like that everything is easy to find and adjust, and that I can very easily teach other employees and managers how the system works. It is also very convenient to quickly and everywhere have insight into the data we need. The ability to easily make adjustments ourselves and quickly adapt is important to us, especially because the dynamics on the work floor are constantly changing. Puzzel has also always been very cooperative and collaborative with us in finding solutions to any problems. **What do you dislike about Puzzel CX Platform?** What I'm a bit concerned about are the possibilities within the CX environment. For example, I want to automate certain things or create a dynamic HTML page within the Knowledge Base, but those things are (still) not possible. It's also not possible to set the Admin page in Dutch, which is problematic for some of our managers. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use the Puzzel CX Platform for telephone customer service and time tracking. It solves problems of our outdated system by providing modern access and easy operation. It offers an overview, is easy to customize, and allows for quick switching with important data. **Official Response from Brona O'Donnell:** > Thank you so much for sharing such a thoughtful and detailed review of the Puzzel CX Platform! We're thrilled to hear that you value the platform’s clarity, ease of use, and modern interface. It’s wonderful to know that you can quickly find what you need, make adjustments with confidence, and easily teach colleagues and managers how the system works. We’re especially glad that the flexibility and real‑time data insights are supporting your team in such a dynamic environment. Your recognition of our collaboration and support truly means a lot - we’re always committed to partnering with customers to find the right solutions. We also really appreciate your constructive feedback about the CX environment, automation options, dynamic HTML in the Knowledge Base, and language availability in the Admin interface. Improvements in these areas are important, and feedback like yours helps guide our roadmap as we continue to evolve the platform. It’s great to hear that Puzzel has helped you move beyond an outdated system by providing more modern tools, better visibility, and faster ways to adjust to the needs of your customer service team. Thanks for being apart of the Puzzel community! Bróna O'Donnell Customer Marketing Manager ### 4. CRM Integration Shines, Needs Better Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Josh I. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Puzzel CX Platform?** I like the CRM integration on Puzzel CX Platform which has significantly reduced our lead handling time. I'm also impressed with the AI aspects that help in maximizing the potential for our work rate. **What do you dislike about Puzzel CX Platform?** I have some frustrations with communication, especially during the setup. It's planning and clear expectations of when communication will happen to fix bugs during the hypercare period that need improvement. The onboarding was also a learning curve, though valuable. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform addresses lead management and call recordings, with CRM integration halving our lead handling time and maximizing potential for work rate. **Official Response from Raïsa van Olden:** > Hello Josh, We really appreciate you sharing such detailed insights into your experience with Puzzel CX Platform! It’s great to hear that the CRM integration and AI capabilities are helping you reduce lead handling time and work more efficiently - exactly what we aim to deliver. We also take your feedback on communication during setup and the hypercare period seriously. Setting clear expectations and ensuring timely updates is something we’re actively working to improve, and your input helps highlight where we can do better. It’s encouraging to know that, while onboarding came with a learning curve, it ultimately delivered value. We’re focused on making that experience smoother and more intuitive moving forward. Your perspective is incredibly helpful as we continue refining both our platform and the overall customer experience. ### 5. User-Friendly Interface with Effective Conversation Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Mikkeline W. **Reviewed Date:** November 28, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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'. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform to easily track and analyze service conversations, improving efficiency by identifying trends without listening to every conversation. **Official Response from Brona O'Donnell:** > Hi Mikkeline, Thank you for taking the time to share your experience with the Puzzel CX Platform on G2! We’re thrilled to hear that you find the platform intuitive and user-friendly, and that features like trackers and conversation filtering are helping you analyse interactions more efficiently. Your suggestions around custom keywords and flexible number searches are incredibly valuable—we’ll make sure they’re shared with our product team as we continue to improve. We appreciate your insights and your partnership in shaping a better customer experience. If you’d like to discuss your ideas further, feel free to reach out anytime! Best regards, Bróna O'Donnell, Customer Marketing Manager ### 6. Interactive Dashboards, Limited Custom Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Ella P. **Reviewed Date:** November 19, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform for data analytics to improve customer service, identify bottlenecks, and perform root cause analysis, enhancing our understanding of knowledge gaps. Its interactive dashboards and data visualisation simplify reporting and decision-making. **Official Response from Raïsa van Olden:** > Hello Ella, Thank you so much for sharing your experience with the Puzzel CX Platform! We’re really happy to hear that the dashboards and visual reports are making your work easier, and that the platform helps you spot bottlenecks and understand your data more clearly. We’ll make sure to pass your kind words on to Cecilie - glad to hear she was able to help you during the implementation! We also appreciate you calling out the limitations around report customisation. That kind of feedback is incredibly helpful. Being able to tailor reports for different audiences is important, and we understand how valuable more flexibility would be. We’ve passed your comments to our product team so they can take this into account as we continue improving the platform. Thanks again for taking the time to leave a review. We're glad to have you with us, and if there’s ever anything more we can help with, just let us know! ### 7. Straightforward Setup with Some Limitations **Rating:** 3.5/5.0 stars **Reviewed by:** Rasmus J. **Reviewed Date:** October 22, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The Puzzel CX Platform helps me trace chat logs and develop solutions, making it easier to fix chatbot issues systematically. It also allows gathering and analyzing data for subsearch efficiently. **Official Response from Brona O'Donnell:** > Dear Rasmus, Thank you so much for taking the time to share your thoughtful feedback on the Puzzel CX Platform. We’re delighted to hear that you find the setup straightforward and user-friendly, especially when it comes to sub search and chatbot configuration in Bud Studio. Your recognition of how these features help streamline data gathering and troubleshooting is incredibly valuable to us. We also appreciate your constructive insights regarding areas for improvement. Your suggestions around enhancing AI-generated search results are noted and will be shared with our product team as we continue to evolve the platform to better meet user expectations. It’s great to know that Puzzel CX is helping you trace chat logs and build solutions more effectively. Your feedback plays a vital role in helping us improve and deliver even greater value to our users. Thanks again for your support and for being part of our journey. Warm regards, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 8. Valuable PCI Insights, Challenging Setup **Rating:** 3.5/5.0 stars **Reviewed by:** Dara Tomas C. **Reviewed Date:** December 19, 2025 **What do you like best about Puzzel CX Platform?** I like that Puzzel CX Platform, particularly the PCI feature, improves coaching in our customer centers and provides valuable customer insights. This connection to customer data and insights makes the platform valuable to me. **What do you dislike about Puzzel CX Platform?** I find the flexibility to target PCI to our organization consisting of different business areas challenging. The initial setup wasn't easy, even though it turned out to be valuable. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform with PCI to improve coaching in our customer centers and gather valuable customer insights. **Official Response from Brona O'Donnell:** > Thank you so much for sharing your feedback on G2! We’re delighted to hear that the PCI feature in Puzzel CX Platform has helped improve coaching in your customer centres and provided valuable customer insights. That connection to data is something we’re passionate about, so it’s great to know it’s making a difference for you. We appreciate your honesty about the challenges with flexibility and initial setup. Your input is invaluable as we continue to enhance the platform and make it easier to tailor to different business areas. Thanks again for taking the time to share your experience, we’re thrilled to be part of your journey toward better customer engagement! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 9. Boosted Request Handling, But Attachment Search Needs Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Puzzel CX Platform?** Puzzel has improved efficiency in handling our customers' requests **What do you dislike about Puzzel CX Platform?** Attachment management and it's not possible to search in attachments **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel helps in giving our customers quicker answers and this increasing orders **Official Response from Raïsa van Olden:** > Thank you for taking the time to share your feedback! We’re happy to hear that Puzzel is helping improve efficiency and enabling your team to respond to customers faster - that’s exactly what we aim for, and it’s great to see it contributing to increased orders. We also appreciate your note on attachment management and search functionality. That’s valuable feedback, and we understand how important it is to easily access information within attachments. We’re continuously working on improving the platform, and insights like yours help guide those enhancements. Thanks again for your review - we’re glad to be supporting your team! ### 10. Puzzel works well but could do better **Rating:** 3.5/5.0 stars **Reviewed by:** Sharon A. | Supporter Care Adviser, Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2025 **What do you like best about Puzzel CX Platform?** I use Puzzel daily, it's an integral part of my work. Custome Support is available, which is really useful. All emails to action in one place. Love being able to Save my different Save criteria. Can see 100 emails on one page and can search by email address and different options. Templates are great too. **What do you dislike about Puzzel CX Platform?** When I'm searching on page 2 or 3 (in the middle of my total emails, If I amend anything, then it takes me back to page 1 which is really annoying. Would like to be able to tweak and add a note or tag without it going back to the start. **What problems is Puzzel CX Platform solving and how is that benefiting you?** All the emails are in one place. Can see who has any pending, how many received, how many over our target, responses are all in one place. **Official Response from Morgan Sandberg:** > Hi Sharon Thank you so much for your detailed feedback on Puzzel! We're delighted to hear that Puzzel is an integral part of your daily work and that you find our customer support, email centralisation and templates valuable. We understand your frustration with the navigation returning to page 1 after making changes. Your suggestion about being able to tweak and add notes/tags without losing your place is valuable and we'll look into improving this aspect. We're pleased that Puzzel helps you manage your emails efficiently by centralising them and keeping track of pending and received emails. Your feedback is crucial for us to improve our service. Best regards, Morgan Sandberg, Customer Marketing Director ### 11. WFM and reporting review of Puzzel **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Puzzel CX Platform?** I like that Puzzel offeres a platform with many different products that can handle all our customers interactions from calls to tickets and chatbot. They have frequent updates and improvements of their products. **What do you dislike about Puzzel CX Platform?** In some cases long handle times for reported tickets. Some basic reporting measures requires a access to their raw data package. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel provides us with a solution for all our customers interactions needs. Everything from calls to tickets and chatbot. We can scale up and implement new channels and features when we want. **Official Response from Raïsa van Olden:** > Dear Puzzel user, Thank you for taking the time to share your feedback! We’re happy to hear that you value the breadth of our solution — from calls to tickets and chatbots — and that our frequent updates and improvements are making a positive impact for your team. It’s great to know that having all your customer interactions in one place is helping you scale and adapt as your needs evolve. We also appreciate your constructive feedback regarding ticket handling times and access to certain reporting measures. Your comments have been shared with our product and support teams so we can continue improving in these areas. In the meantime, if you’d like to discuss reporting needs or current cases in more detail, our Customer Success team is here to help. Thanks again for being a valued Puzzel customer. We look forward to continuing to support your CX journey and helping you get even more from the platform. — The Puzzel Team ### 12. Great products and great relationships make your business great. **Rating:** 4.0/5.0 stars **Reviewed by:** Craig H. | Senior Resource Planning Analyst, Utilities, Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Puzzel CX Platform?** Much of Puzzel's wide range of offerings can be configured to fit your business needs, and offer a single seemless platform for your contact centre. User interfaces are relatively intuative, albeit could use some refinement following product growth. Implementation of additional features is straightforward and well supported, and additionally, they are happy to work with you to configure bespoke connectivity to your other services, and if it is not yet available it is often on their roadmap. Upgrades and improvements are frequent, and support is always helpful. **What do you dislike about Puzzel CX Platform?** As the platform and range of products within grows, as significant daily users of the platform, some administrative functions could do with a rethink. Also some configuration options of PCC limit your reporting options without resorting to writing your own from the SQL database. Puzzel's WFM offerings are ok, but may not fit everyones needs. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Puzzel's platform primarily for contact centre , but we also use it in ways it was not initially intended to provide internal group lines, and virtual personal DDIs for field staff. This has the benefit of almost all of our incoming and internal transfers remaining within the Puzzel environment, allowing for continuous call recording, configerable call handling including diverts and "out of office" call diversion, and the subsequent reporting on all of this provides significat business intelligence. **Official Response from Rachael Russell:** > Thank you, Craig, for taking the time to leave us your feedback! We're pleased to hear you're happy with Puzzel and you feel our solution fits your business needs. We're always innovating and releasing new features to keep your contact centre updated with the latest CX and technology trends. We value your feedback on Puzzel WFM and our contact centre reporting functionality and have passed this feedback on to our development team. Thanks again. ### 13. An awesome tool for call-management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** It's a very powerful tool for managing a complicated call flow. It has many good features both in regards to in-depth logging and in the user interface. The customer support has been amazing so far, with quick responses through their live chat. For the user, it is a simple but usable interface, where they can choose how much information is presented to them. We use it every day and it is crucial for our day to day, as an IT consultancy business. **What do you dislike about Puzzel CX Platform?** It can be a bit daunting to be presented with all the different options. It is definitely not a newbie tool, and is primarily focused on more complicated setups. The web agent does not support built-in headset button control. Only Jabra has an extention, while Poly/Plantronics don't. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It manages calls between different teams, and helps organize where calls end up. Our call flow is quite advanced, but it doesn't feel like that when using it, proving that Puzzel makes it quite comfortable to use. ### 14. The Puzzel WFM capability enabled the next phase of growth! **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel C. | Head of Operational Innovation, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Puzzel CX Platform?** The simplicity of the WFM solution. Puzzel have tried to ensure that the end-user is at the heart of their strategy and this is valiated by the ease of use and general usability of the system. **What do you dislike about Puzzel CX Platform?** The support process could be improved. I feel that there is often a lack of immediacy with acknowledgement of an issue along with the communication once the ticket is picked up for resolution. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The Puzzel solution enabled us to mobilise a contact centre team of 300+ onto WFM. We've seen both efficiency and increased flexbility unlocked as a result. **Official Response from Rachael Russell:** > Thank you, Daniel, for taking the time to leave us your feedback! We're pleased to hear you're happy with Puzzel and the simplicity of the WFM solution. Sorry to hear you feel the support process could be improved. We've passed this information on to our support team, and your Account Manager will be in touch to discuss this further if they haven't already. Best, Puzzel ### 15. Userfriendly **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Political Organization | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2025 **What do you like best about Puzzel CX Platform?** Userfriendly and fast support when you need it. **What do you dislike about Puzzel CX Platform?** I don't know many alternatives, and whether there are any better solutions. But at times there is a lot of clicking. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We have many employees who can do different things. Puzzel routes questions from members to the right agent, whether it's via chat, email or phone. **Official Response from Morgan Sandberg:** > Hello dear user, thank you for your review. We're delighted to hear that you find Puzzel user-friendly and appreciate our fast support. We understand that the clicking can be a bit much at times, and we're always looking for ways to improve the user experience. It's great to know that Puzzel is effectively routing questions to the right agents, helping your team handle diverse tasks efficiently. Your insights are invaluable to us! Thank you for your feedback! Morgan Sandberg Customer Marketing Director ### 16. Ease of use hard to configure **Rating:** 4.0/5.0 stars **Reviewed by:** Brayan S. | Business Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about Puzzel CX Platform?** The connected modules enable ease of use for our customer support, making it simple for agents to learn and understand. Additionally, Puzzel provides fast and reliable support. **What do you dislike about Puzzel CX Platform?** The absence of fully integrated modules such as reports and customer databases is noticeable. It's complicated to set up and configure certain permissions, like filters and queues. The requirement of PCC to activate certain PCM and insight features. The report builders lack of features and need of creating new report for simple changes when it comes to schedueled reports. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Connecting multiple services into a single platform enables data sharing and service integration. This allows users to reduce the number of logins to different systems. View reports and statistics for calls and tickets. Additionally, it facilitates the central configuration and setting of rules, rather than relying on individual or departmental rules. **Official Response from Morgan Sandberg:** > Thank you for your detailed feedback! We're pleased that Puzzel's connected modules make customer support easier for your agents and that our support team is meeting your expectations. We understand the challenges you've faced with setting up permissions and the need for more integrated modules. We're continuously working to improve these areas, including enhancing the report builder and simplifying configuration processes. Your insights are invaluable as we strive to create a more seamless experience. Thank you for highlighting how Puzzel benefits your operations by integrating multiple services and streamlining data sharing. Thanks, Morgan Sandberg Customer Marketing Director ### 17. Complete solution with flexibility **Rating:** 3.5/5.0 stars **Reviewed by:** Ellen B. | Customer Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2024 **What do you like best about Puzzel CX Platform?** There are a multitude of different customer service platforms on the market and it is a tricky tast to navigate what to choose. What we liked with Puzzel was that it feels lika a small start up, but with the stability and products of but with a large enough customer portfolio to be a stable company to work with. And also that we can successively add more solutions as the needs change and and as we as a customer service develop . **What do you dislike about Puzzel CX Platform?** We are still waiting for a complete solution for handeling SoMe, as we were promised would be reelesed by Q4. Also some trouble shooting has been a little slow, but I think that has been sorted out. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It solves the problem that we previously had different platforms depending on the channel, and that we also have the option of connecting our CRM system to this for a 360 customer view. **Official Response from Morgan Sandberg:** > Hi Ellen, Wow! Your review made our day! Thrilled that you find Puzzel as the perfect blend of flexibility and stability. Your confidence in us fuels our drive to keep delivering top-notch solutions. We hear you loud and clear about the SoMe solution, and rest assured, we're on it! Your feedback helps us fine-tune and speed up our troubleshooting process. Thanks for letting us be part of your journey to AI enhanced and unified customer service platforms and 360° customer views. Cheers, Morgan Sandberg Customer Marketing Director ### 18. Good and clear portal **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Helps me keep good track of teams, queues, and other things. Can quickly correct if needed. Very good statistics function. **What do you dislike about Puzzel CX Platform?** The latest upgrade of the portal was poorly communicated. The fact that the consumer language is in English may be acceptable, but such important information regarding login is a disaster not to be communicated more clearly. It is very remarkable that your support was not aware of this either on the same morning. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Setup of queues, statistics ### 19. Puzzel Contact Centre Management Software **Rating:** 4.0/5.0 stars **Reviewed by:** Emma F. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Puzzel CX Platform?** Puzzel has helped us transform how we deal with calls, emails and web chats from our customers. Rather than having multiple platofrms for advisors to have to manage, they can now operate in one platform. It's also given us functionality we didnt have before on our IVR, including position in the queue and how long you could be waiting, which has seen our abandon rate fall. The implementation was fairly painless considering we were bringing together 3 systems and the support team were very knowledgeable and helpful. Ideal implementation. **What do you dislike about Puzzel CX Platform?** The help pages whilst helpful, sometimes lead you into different directions than you intended. Potentially could be solved with key words behind some of the articles. Nothing major just an observation. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Has brought 4 systems together, saving us time and money. **Official Response from Morgan Sandberg:** > Hi Emma, Thank you so much for taking the time to share your experience with Puzzel! We're thrilled to hear that our platform has been instrumental in transforming your customer interactions and streamlining your operations. It's wonderful to know that consolidating multiple platforms into one has made a significant difference for your team and customers alike. Your feedback about the implementation process and our support team is truly appreciated—we're here to make your transition as smooth as possible. We also value your constructive feedback regarding the help pages. We will take your suggestions on board to enhance our user experience further. It's fantastic to hear that Puzzel has helped bring together multiple systems, ultimately saving you time and resources. We're committed to continually improving our platform to meet your evolving needs. Thank you once again for choosing Puzzel, and please don't hesitate to reach out if you need any assistance in the future. Best regards, Morgan Sandberg Customer Marketing Director ### 20. Very easy to set up. Very efficient support. **Rating:** 4.0/5.0 stars **Reviewed by:** Simona T. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Easy admin interface. Very easy to contact the Puzzel support people. **What do you dislike about Puzzel CX Platform?** The prices are a little too high for the type of product Puzzel offers. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel offers contact center soutions that we can resell to our cutomers. ### 21. Supe user-friendly tool for insights **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2024 **What do you like best about Puzzel CX Platform?** -Easy to use and enables insight gathering -Gives a quick and good overview in a busy workday of what customers are asking about -The insights allow you to get to a solution to the challenges faster -Great service and support **What do you dislike about Puzzel CX Platform?** -Would be great if data could be live in **What problems is Puzzel CX Platform solving and how is that benefiting you?** It gives me a quick overview of what our customers are enquiring about in general and during unexpected busy periods. The ability to work with customer enquiries and develop solutions for them. ### 22. Reliable Puzzel call center solution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about Puzzel CX Platform?** Good administration, with the possibility for rights access, etc. Agents/supervisors can manage open, closed, and speak themselves. **What do you dislike about Puzzel CX Platform?** We do not only use Puzzel in our organization. The Puzzel system is being deselected due to the price of the telephony solution. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Call Center solution, ability to find and transfer to the correct employee in the organization. ### 23. Review for Puzzel **Rating:** 4.0/5.0 stars **Reviewed by:** Anne Sofie D. | Sales Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2024 **What do you like best about Puzzel CX Platform?** Easy to use and understand; logical interface and simple to use. Decent customer service who acts fast when problem occurs. **What do you dislike about Puzzel CX Platform?** Doesn't match up well with hotel correspondance systems management - works best with customer service systems which require shorter tickets. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Ticket system **Official Response from Morgan Sandberg:** > Thank you for your review! We're glad to hear that you find Puzzel easy to use with a logical interface and fast-acting customer service. We appreciate your feedback on the integration with your correspondence system and will look into improving this aspect. It's great to know that our ticket system is benefiting you. Thanks, Morgan Sandberg Customer Marketing Director ### 24. Puzzel review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2024 **What do you like best about Puzzel CX Platform?** The admin tool which gives us (almost) complete freedom to configure the system by ourselves. Puzzels roadmap: I get the feeling that Puzzel has a good and clear roadmap. **What do you dislike about Puzzel CX Platform?** Some features and functionalities are lacking a "modern" feeling and feels like remains of an older way to do things - not yet updated. For example: It is not possible to have a WYSIWYG editor for preconfigured chat templates. Written text will be written in raw text and there is no way to edit or configure the text which gives the text an unprofessional look for the customers. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Handling and routing all of our incoming and outgoing customer contacts. **Official Response from Morgan Sandberg:** > Thank you for your review! We're glad you appreciate the flexibility of our admin tool and the clarity of our roadmap. We acknowledge your feedback on the need for a more flexible editor for chat templates. Your input is valuable as we strive to improve. We're pleased that Puzzel effectively handles and routes your customer contacts. Thank you for sharing your experience! Morgan Sandberg Customer Marketing Director ### 25. Puzzle with pieces that don't seem to match all the way **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Renewables & Environment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Puzzel CX Platform?** The interconnection between modules gives a great potential of diffrent solutions for customer support that covers the whole departments needs. From settings up queues to settings up chatbots makes this one of the most complete solutions available. **What do you dislike about Puzzel CX Platform?** Once the settings up is done it becomes clear how limiting some of the modules are between each other. Making the solution almost complete. This creates a "jack of all trades, master of none" saying stand out where solutions almost meet expectations. Example of this would be that customercards wheres the data is copied from the diffrent modules like PCM, Contacts and Agent Assist instead of being shared from one customercard "database". **What problems is Puzzel CX Platform solving and how is that benefiting you?** unifying and simplifying ticketing management by being able to register the call with a ticket. Having all the departments needs in one place instead of mutiple systems. **Official Response from Morgan Sandberg:** > Dear reviewer, Thank you for taking the time to share your feedback on Puzzel. We truly appreciate your insights, and we apologize for the delay in responding to your review. We're delighted to hear that you find Puzzel's interconnection between modules to be advantageous, providing a comprehensive solution for customer support that meets the needs of your entire department. It's gratifying to know that features such as setting up queues and chatbots contribute to making Puzzel one of the most complete solutions available. However, we understand your concerns about the limitations of some modules and how they can impact the overall completeness of the solution. Your feedback regarding the integration of data between modules, particularly regarding customer cards, is invaluable to us. We're continuously working to improve our platform, and your input helps us identify areas for enhancement. At Puzzel, our aim is to unify and simplify ticketing management, providing a centralized solution that meets all departmental needs. We're pleased to hear that Puzzel is benefiting you in this regard. Once again, we appreciate your feedback and apologize for any inconvenience caused by the limitations you've experienced. Your insights are incredibly valuable as we strive to improve our platform and provide the best possible experience for our users. If you have any further questions or suggestions, please don't hesitate to reach out to us. We're here to assist you every step of the way. Warm regards, Morgan Sandberg Customer Marketing Director ### 26. A good value system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2023 **What do you like best about Puzzel CX Platform?** The phone system is very simple and easy to use. It's not too complicated for new users to grasp. **What do you dislike about Puzzel CX Platform?** The reports don't always give us everything we need. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Linking together our email chains to make responding simpler. **Official Response from Morgan Sandberg:** > Thank you for your positive review! We're glad you find Puzzel to be a good value system, especially appreciating its simple and easy-to-use phone system. Your feedback on the reports is noted. It's great to hear that Puzzel is helping streamline your email chains, making responses simpler for your team. We really appreciate your feedback and look forward to continuing to support your operations effectively. Morgan Sandberg Customer Marketing Director ### 27. Customer Review **Rating:** 3.5/5.0 stars **Reviewed by:** Daniel L. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Puzzel CX Platform?** It is easy to use and very reliable. Helps the salesprocess to be more convenient. **What do you dislike about Puzzel CX Platform?** The upgrades without any heads-up or feedback **What problems is Puzzel CX Platform solving and how is that benefiting you?** Helps us to make our salesprocess more efficient as well as providing us with reliable statistics. **Official Response from Morgan Sandberg:** > Thank you for sharing your positive experience with Puzzel! We're thrilled to hear that you find our platform easy to use and reliable, making your sales process more convenient. We're committed to providing a seamless experience for our users. Regarding your concern about upgrades, we apologize for any inconvenience caused by the lack of prior notification or feedback. Your feedback is invaluable to us, and we'll work on improving our communication and update process. We're glad that Puzzel is helping you make your sales process more efficient and providing reliable statistics. Our goal is to empower businesses like yours with tools that drive success. Thank you for choosing Puzzel, and please feel free to reach out if you have any further feedback or questions. We're here to support you. Best regards, Morgan Sandberg Customer Marketing Director ### 28. Puzzel has improved its services a lot in the past year. We've had fewer bugs. **Rating:** 4.0/5.0 stars **Reviewed by:** Lina G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Puzzel CX Platform?** The features are self-explanatory. The schedule shows clearly the activities assigned. **What do you dislike about Puzzel CX Platform?** Sometimes it crashes/takes too long to load. The "Month" overview function is still not available. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel facilitates tracking of global schedules; adherence; activities etc. ### 29. Pleasant experience so far **Rating:** 4.0/5.0 stars **Reviewed by:** Chervyone B. | Help Desk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Puzzel CX Platform?** I like the dashboards and knowing what agents are on calls and the reporting element to a degree **What do you dislike about Puzzel CX Platform?** - I dislike not knowing around future developments and having to chase for updates, if Puzzel can provide more insight that would be great **What problems is Puzzel CX Platform solving and how is that benefiting you?** It helps solve issues around data and bits of information required for the client - I enjoy listening into historical calls **Official Response from Rachael Russell:** > Thank you, Chervyone, for your lovely feedback! We're so pleased to hear you enjoy using Puzzel, particularly Puzzel's reporting dashboards. We've shared your feedback regarding insights around future developments with our product team and your Account Manager. They'll contact you to ensure you're signed up to receive these communications. ### 30. A great application over all **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2023 **What do you like best about Puzzel CX Platform?** the application is really user friendly, the service is allways terrific, a really good acountmanager and a great application over all **What do you dislike about Puzzel CX Platform?** Its not as easy to learn as an admin, to get really good you need atleat a year experience with it. But once you learn it its super easy and a great tool **What problems is Puzzel CX Platform solving and how is that benefiting you?** The application is a great tool for our customerservice to take and make calls, handle chatt and Email, in one tool ### 31. Puzzel has enabled a better all round solution to our CS function **Rating:** 4.0/5.0 stars **Reviewed by:** Mark P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Puzzel CX Platform?** Flexibility, the system was introduced for the call option, but we have introduced social media as well as looking at SMS and chat. **What do you dislike about Puzzel CX Platform?** Initial onboarding, this was not a great experience and as such we struggled with using or getting the most from they system. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We are looking for omni-channel support nd this has allowed this ### 32. Puzzel review **Rating:** 4.0/5.0 stars **Reviewed by:** Rasmus W. | CSI Manager Group Service Desk, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Puzzel CX Platform?** Seamless experience, ease of use & easy integrations with 3rd party applications **What do you dislike about Puzzel CX Platform?** Limited out of the box reporting options **What problems is Puzzel CX Platform solving and how is that benefiting you?** Being able to handle multiple customer queues with autonomy for our administrators. fast & efficient call/chat handling ### 33. Puzzel app has its discrepancies but its support team responds quickly **Rating:** 3.5/5.0 stars **Reviewed by:** Lina G. | Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Puzzel CX Platform?** The Puzzel team responds quickly. The different view options to display the schedule of the employees and the integration between their work statuses. The forecasting is also well thought through. **What do you dislike about Puzzel CX Platform?** For some technical issues, a screen share call with the Puzzel technical support would save a lot of time in emails. Some of the issues tend to reocurr such as adherence to schedule not reflecting the reality (our ticketing system). **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel allows everyone to view the schedule live and organize their work accordingly and it provides great reports to complete needed headcount calculation. ### 34. user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2023 **What do you like best about Puzzel CX Platform?** Easy to use as admin as well as our customercenter employees **What do you dislike about Puzzel CX Platform?** Tacking of cases that we as customer reports. To our understanding there is a new solution to this matter in january 2023. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Customer care by telephone and chat. Easy to use, to change and for statistics. - [View Puzzel CX Platform pricing details and edition comparison](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bnps_score%5D%5B%5D=4§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+14%3A31%3A59+-0500&secure%5Bsession_id%5D=3807814e-fe3a-4722-a7c1-36da8ad854b4&secure%5Btoken%5D=36925b792baf417874985857e9f38cdaf026d8ff72b26aa5033cbfcf015b8abe&format=llm_user) ## Puzzel CX Platform Integrations - [Gentrack Velocity](https://www.g2.com/products/gentrack-velocity/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Pega Platform](https://www.g2.com/products/pega-platform/reviews) ## Puzzel CX Platform Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification - Trend Analysis - Real-Time Data - AI/Machine Learning **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Live Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) - Multi-Language **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access - Service Level Agreement (SLA) Management - Performance Management - Queue Management - Compliance Management - Customer Experience Management - Attendance Management - Employee Management - Time Off Management **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Administration** - Access Control - Web Page Navigation - Real Time Assistance **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution - Call Transfer - Contact Management - Call Center Management - Multi-Channel Management - Survey/Poll Management - Campaign Management - Call List Management **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization - Generative AI **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection - Natural Language Processing - Simulation and Scenario Generation **Additional Functionality** - Live Chat - Call Transfer - Archiving & Retention - Call Center Management - Call Tagging - Call List Management - Real-Time Analytics - Queue Management - Real-Time Data - API - Real-Time Monitoring - CRM - Performance Metrics - Automatic Call Distribution - Activity Tracking - IVR - Event Triggered Actions - Third-Party Integrations - Scheduled Recording - Alerts/Notifications - Call Monitoring - File Transfer - Activity Dashboard - Call Reporting - Call Transcription - Campaign Management - Call Disposition - Computer Telephony Integration - Contact Management - Predictive Dialer - Voice Mail - Caller ID - Reporting & Statistics - Call Routing - Call Tracking - Recording - Auto-Dialer - Chat/Messaging - On-Demand Recording - Customizable Reports - Multi-Channel Communication - Conferencing - AI Copilot - Interaction Tracking - Predictive Analytics - Visual Analytics - Sales Trend Analysis - Audio Capture - Email Alerts - Tagging - Self-Service Search - Natural Language Processing - Surveys & Feedback - Automatic Transcription - Multi-Channel Management - Request Assignment - Speech-to-Text Analysis - Self Service Portal - Performance Management - Call Recording - Search/Filter - Sentiment Analysis - Compliance Management - Multi-Language - HIPAA Compliant - Data Security - Call Scripting - Customer Service Analytics - Quality Assurance - Customer Experience Management - Communication Management - Categorization/Grouping - Language Detection **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing - Real-Time Notifications - Real-time Consumer-facing Chat **Process** - Mentions - Tickets - Macros **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording - Real-Time Data - Live Chat - Call Scheduling **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training - Activity Dashboard **Functions** - Call Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data - Predictive Dialer - Automated Routing - Real-Time Analytics - Reporting/Analytics **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Conversation Editor - Integration - Human-In-The-Loop - Drag & Drop Editor - Human-in-the-loop (HITL) **Administration** - Automation - Productivity Analysis - Dashboards - Labor Forecasting - Intraday Management - Quality Management **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Security** - Data Security - Data Masking **Workforce Management** - Call Monitoring - Performance Evaluation - Real-Time Monitoring - Monitoring **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Computer Telephony Integration - Multi-Language **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance - Third-Party Integrations - Social Media Integration - Computer Telephony Integration **Additional Functionality** - Performance Metrics - Leave Tracking - Call Monitoring - AI Copilot - For Call Centers - Employee Time Tracking - Third-Party Integrations - Generative AI - Activity Monitoring - Reporting/Analytics - API - Call Recording - Approval Process Control - Skills Tracking - Activity Tracking - Variable Workforce - Employee Coaching Tools - Employee Database - Online Time Clock - Agent Interface ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Channels** - Email - Social - Live Chat - Phone - Text **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Third-Party Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment - Callback Scheduling - Activity Dashboard - Call Reporting **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Administrative** - Call Recording - Reporting & Dashboards - Call Reporting - Real-Time Reporting **Generative AI** - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Agent Collaboration - Data Governance - Prompt Engineering - Feedback Management - For No-Code Development - Version Control - Role-Based Permissions - Dynamic Modeling - API - Memory Management - Monitoring - Scalability - Cost Management - Scheduling - Natural Language Interface - Access Controls/Permissions - Multiple LLM Models - Integration Management - Customizable Frameworks - Pre-built Templates - Analytics - Intent Recognition - Contextual Guidance - Rules-Based Workflow - Attended Automation - Drag & Drop - For Sales/Marketing - Generative AI - Business Process Automation - AI Copilot - Third-Party Integrations - Multi-Channel Communication - Sentiment Analysis - Deep Learning - Code-free Development - Compliance Management - Automated Responses - Knowledge Management - Transfers/Routing - Personalization - Activity Dashboard - Customer Experience Management - Virtual Personal Assistant (VPA) - Chatbot - Speech Recognition - Reporting/Analytics - Task Management - Customer Engagement - AI/Machine Learning - Configurable Workflow - Unattended Automation - Conversation Intelligence - Workflow Automation - Proactive Error Detection **Additional Functionality** - API - Alerts/Notifications - Call Transfer - Data Import/Export - Call Scripting - Interaction Tracking - Collaboration Tools - Call Monitoring - Customizable Reports - Contact Management - Activity Tracking - Automatic Call Distribution - Contact Database - Chatbot - Call Center Management - Performance Management - Call Tracking - CRM - Reporting & Statistics - Quality Management - Agent Interface - Queue Management - Customer History - Voice Mail - Monitoring - Call List Management - Chat/Messaging - Workforce Management - Campaign Management - AI Copilot - Email Management - Caller ID - Multi-Channel Communication - Real-Time Monitoring **Additional Functionality** - Chat/Messaging - Multi-Channel Communication - Customer History - Alerts/Notifications - Real-Time Analytics - Phone Key Input - Call Logging - Customizable Reports - Real-Time Data - AI Copilot - CRM - Reporting & Statistics - Activity Tracking - Live Chat - Call Scripting - Contact Database - Voice Mail - Voice Customization - API - Call Tracking - SMS Messaging - Callback Scheduling - Caller ID - Predictive Dialer - Surveys & Feedback - Auto-Dialer - Pre-recorded Messages - Real-Time Notifications - Multiple Scripts - Interaction Tracking - Call Disposition **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Call Routing - Generative AI **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration - Third-Party Integrations - Computer Telephony Integration **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Forecasting **Additional Functionality** - Performance Metrics - Keyword Filtering - Natural Language Processing - For Contact Centers - Reporting & Statistics - Call Tracking - Alerts/Notifications - AI Copilot - Automatic Transcription - Playbooks - Employee Coaching Tools - Text Mining - Trend/Problem Indicators - Notes Management - Retention Tracking - Feedback Management - Recommendations - Dashboard - Multi-Channel Communication - Access Controls/Permissions - Compliance Tracking - API - Rules-Based Workflow - Intent Recognition - Tagging - Collaboration Tools - Prioritization **Additional Functionality** - Customer Journey Mapping - Employee Coaching Tools - Queue Management - Sentiment Analysis - Call Monitoring - Quality Management - Customer Surveys - Agent Interface - Knowledge Base Management - Collaboration Tools - Leaderboards - Employee Reward Programs - Workforce Management - Reporting/Analytics - Customer Experience Management - Predictive Dialer - Video Conferencing - Multi-Channel Communication - KPI Monitoring - AI Copilot - Feedback Management - IVR - Contact Management - Multiple Scoring Models - Real-Time Updates - Interaction Tracking - Call Recording - AI/Machine Learning - Screen Recording - Workflow Automation **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis - Call Monitoring - Real-Time Monitoring - Reporting/Analytics - Text to Speech **Additional Functionality** - AI Copilot - Activity Tracking - Call Routing - Call Scripting - Contact Management - Power Dialer - Preview Dialer - Auto-Dialer - Call Tracking - Real-Time Reporting - Customer Database - Lead Management - Predictive Dialer - Call Center Management - Integrations Management - Activity Dashboard - Automatic Call Distribution - Campaign Management - Generative AI - Interaction Tracking - Caller ID - Call Transfer - Call Disposition - Voice Mail - Chat/Messaging - Automatic Outbound Dialer - Call Reporting - API - Contact Database - Lead Capture - CRM - Call List Management - Progressive Dialer - Campaign Specific Caller ID - List Management - Customizable Fields - AI/Machine Learning - Reporting & Statistics - Multi-Channel Communication - Alerts/Notifications - Multi-Campaign - Workflow Management - Call Logging - Lead Distribution - Queue Management - Inbound Call Center - For Sales Teams/Organizations - Data Security - Outbound Call Center - Performance Management - Compliance Management - Mobile Access - Email Management **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Puzzel CX Platform Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 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