--- 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: '2026-07-17' 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agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools.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. Capturi boosted our Sales and cut our time to onboard new salespeople significantly **Rating:** 5.0/5.0 stars **Reviewed by:** Arnold B. | Lead Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2024 **What do you like best about Puzzel CX Platform?** We have used Capturi for quite a while now. Capturi has allowed us to cut out onboarding time for new salespeople very significantly. They have a great library tool where you can save a bunch of your best calls, or best parts of every call, which enables us to show new people "what does good look like". This helps them understand what they need to do in a matter of minutes or hours, instead of weeks. And it allows the managers to spent their time on something other than nursing new people. Combine that with a wide pallet of other insight tools and reports, and it makes it very easy to identify where your salespeople need to improve, and where they are better than the rest, and need to share what they are doing. When you decide to invest a bit of energy and time into setting everything up well (With very close and capable help from Capturi), you will instantly get a more lean, more streamlined sales organisation, that also allows your people to share knowledge and learnings with each other in an easy way. Also worth pointing out that its very easy to get help if you need it. Both their support and customer success managers are very proactive and helpful. **What do you dislike about Puzzel CX Platform?** It takes some time and energy to set up correctly. Capturi is very good at giving close assistance during this process, and your time spent on building the tool for your needs, is definitely more than won back, in the time saved from the tools uses. **What problems is Puzzel CX Platform solving and how is that benefiting you?** - WAY Faster onboarding of new salespeople - Helps employees to help themselves - easier problem finding and solving in calls outbound and inbound - time saved when training sales people - Allows sales to identify their own issues and calls, to make sure they do what they think they are doing - list could go on ### 2. Great possibilities with an easy product **Rating:** 4.5/5.0 stars **Reviewed by:** Fredrik J. | Key Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Puzzel CX Platform?** Puzzel can really be the product you would like it to be. From a small simple phone system to an advanced call centre product. It's easy to use and can be upscaled in a simple way. **What do you dislike about Puzzel CX Platform?** Sometimes the system stops working. It is the small things that disturbs the most. And it is sometimes hard to get the responce you want from the customer support. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel already have the communication solutions that may be relevant for us in the future. So it helps us to be ready to upscale in the future. ### 3. 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 ### 4. 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 ### 5. Capturi helps us understand our customers' needs **Rating:** 5.0/5.0 stars **Reviewed by:** Pernille A. | Optimisation consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 10, 2024 **What do you like best about Puzzel CX Platform?** It makes it so much easier for us to create monthly reports + we can track and monitor our support teams' performance. It's easy to use! However, I would recommend you use it frequently in order to develop your skills. **What do you dislike about Puzzel CX Platform?** There's not really anything I dislike, however I'm looking forward to even more features and possiblities when setting up dashboards. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps us understand why our customers are calling us and thereby where we can develop new processes. It also helps us track our support teams' performance and where we need to focus on training their skill sets. ### 6. Capturi is a valuable tool for us and provides a good understanding of our conversations are about **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 11, 2024 **What do you like best about Puzzel CX Platform?** Capturi helps us identify why our customers call back multiple times and how we can develop our employees to create outstanding customer interactions. We can also follow up on why some calls are lengthy, and we quickly gain insight into the content of the conversations. **What do you dislike about Puzzel CX Platform?** For us, managing two different languages with employees from two different countries, it is inconvenient to have to switch between groups when reviewing conversations. I wish it were possible to have all calls gathered in one place. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps us gain control over why customers need to contact us multiple times, providing excellent data to coach our employees towards better conversations. Capturi enables us to work more efficiently and also helps us identify if we have operational issues or if new topics are trending in customer calls ### 7. Puzzel: piecing together the perfect platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 12, 2025 **What do you like best about Puzzel CX Platform?** Puzzel's platform is amazing. Easy to use, powerful, and backed by great support. **What do you dislike about Puzzel CX Platform?** Puzzel's platform is generally excellent, but email response times can occasionally be slow. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel solves the challenge of managing multiple communication channels by integrating them into one platform. This boosts agent productivity, enhances customer interactions, and provides valuable insights through comprehensive reporting. **Official Response from Morgan Sandberg:** > Thank you for your feedback! We're thrilled to hear that you find Puzzel's platform simple, powerful and well supported. I appreciate your patience with email response times and will pass this on to my colleagues. It's fantastic to know that our omnichannel strategy is increasing productivity and improving customer interactions for you. If you have any further suggestions or need assistance, please do get in touch! Best regards, Morgan Sandberg Customer Marketing Director ### 8. Capturi – Your source for valuable and actionable insights **Rating:** 5.0/5.0 stars **Reviewed by:** Stine B. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** October 02, 2024 **What do you like best about Puzzel CX Platform?** Capturi is, overall, a truly remarkable tool that has provided us with numerous valuable insights that we wouldn't have been able to obtain elsewhere. What has been especially important for us, and is supported by Capturi, is that it is an extremely user-friendly tool and easy to navigate in. Furthermore, the support from the Capturi team is outstanding. They are always ready to offer advice and guidance when needed. **What do you dislike about Puzzel CX Platform?** Despite the valuable insights Capturi provides, it’s unfortunate that exporting data to a PDF or similar format for easy sharing across the company is not more straightforward. Additionally, the layout and design options for dashboards have some limitations. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi has significantly contributed to deepening our insights into customer interactions, with the objective of refining these dialogues and ultimately driving higher customer satisfaction. ### 9. Easy, User-friendly and attentive to their customers' needs **Rating:** 5.0/5.0 stars **Reviewed by:** Linda H. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Puzzel CX Platform?** User-friendly platform, easy to use, and always great support Provides a really good overview right from the start page, sparking immediate curiosity to dive deeper into analysis. There are extensive possibilities to extract data and perform analyses to improve and optimize the business on many different levels. The people at Capturi are also very easy to work with and attentive to their customers' needs **What do you dislike about Puzzel CX Platform?** Right now I can´t think of anything to be hounsert **What problems is Puzzel CX Platform solving and how is that benefiting you?** With the help of Capturi we have a system that can transcribe, compile, and analyze data from calls, we can improve both our own service delivery in customer service and our entire customer offering. In just a few minutes. ### 10. My experience using Capturi **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2024 **What do you like best about Puzzel CX Platform?** The best part is the insights we’ve gained on how we can improve our customer service, where we previously had a blind spot with phone calls. Capturi also helps us identify current trends, allowing us to be proactive and provide our customers with the best possible service. **What do you dislike about Puzzel CX Platform?** Like with all software, there’s a bit of a learning curve when getting started with Capturi. It takes some time to fully get into all the features and make the most of the platform, but once you're familiar with it, the benefits are undeniable **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Capturi to gain valuable insights from our phone interactions, helping us identify trends, improve customer service, and address any blind spots in our phone communication. ### 11. Unlocking valuable insights and extending the quantitative and qualitative data foundation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** By utilizing Capturi insights, we have enabled a new data layer to our quantitative as well as qualitative analysis, making our data foundation stronger and more trustworthy. The tool itself is very intuitive and easy to use, making it useable in a broader perspective across several departments. The customer support is flawless and there's always a helping hand, when in need. **What do you dislike about Puzzel CX Platform?** Having basic access, with the ability to see data and listen to calls, is very easy to do. However, when wanting to dig deeper into insights by setting up trackers or building dashboards, it quickly becomes complicated with a steep learning curve. I will however say, that I am sure the proper support will be available, when wanting to onboard more 'hardcore' data people. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It helps us identify root causes for calls while also optimizing our ways of working by identifying areas for improvement. ### 12. Puzzel Contact Suite Center **Rating:** 5.0/5.0 stars **Reviewed by:** Ali D. | Support Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Puzzel CX Platform?** The Contact Suite Center is exceptionally seamless and intuitive. The web agent is not only fast but also visually appealing. The platform boasts rich, modern features. The team behind Puzzel is outstanding. They are always available to assist and excel at providing tailored solutions to meet our needs. We utilize Puzzel daily across 30 business units, accommodating several hundred users. Team leads and managers are highly satisfied with the straightforward reporting and statistical tools. The implementation of Puzzel was carefully planned and executed. Additionally, it integrates seamlessly with ServiceNow. **What do you dislike about Puzzel CX Platform?** So many features, that you do not know where to begin :) **What problems is Puzzel CX Platform solving and how is that benefiting you?** They assisted us in designing a seamless and aligned contact center across all our business units. We required 99% uptime reliability, which they provided without issue. Additionally, we needed a mobile-friendly contact center for our on-duty agents, which they successfully delivered. **Official Response from Morgan Sandberg:** > Thank you for your fantastic review! We're thrilled to hear that Puzzel Contact Suite Center has met your expectations with its seamless and intuitive platform, rich features, and visually appealing web agent. It's wonderful to know that our team has provided outstanding support and tailored solutions for your needs across 30 business units. We appreciate your feedback on our straightforward reporting and statistical tools, and we're glad the implementation was smooth and well-executed. Your satisfaction with our integration with ServiceNow and our ability to meet your requirements for uptime reliability and mobile-friendly features is incredibly rewarding. Your positive feedback encourages us to continue improving and expanding our feature set to better serve you. Thank you for being a valued customer! Morgan Sandberg Customer Marketing Director ### 13. 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 ### 14. Pia's exceptional support at Capturi is beyond expectations: Driving innovation and new insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2024 **What do you like best about Puzzel CX Platform?** What I like best about Capturi is the outstanding support we receive, especially from Pia. She goes beyond simply addressing our requests by proactively challenging us to think differently and use the data in ways we hadn’t considered before. Her availability, expertise, and willingness to push us toward new insights have truly enhanced our experience and maximized the value we get from the platform. **What do you dislike about Puzzel CX Platform?** Honestly, at this point, I can't think of anything that I dislike. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi nos está ayudando a comprender grandes volúmenes de datos de conversación, lo que está mejorando nuestra comprensión de las interacciones con los clientes. Aunque todavía estamos en el proceso de aprender a utilizar completamente la plataforma, ya nos está permitiendo tomar decisiones más basadas en datos, identificar tendencias y mejorar nuestros procesos. A medida que continuamos creciendo en nuestro uso de Capturi, anticipamos beneficios aún mayores en la mejora del servicio al cliente y la eficiencia operativa. ### 15. Puzzel is the puzzle with all pieces in good order **Rating:** 4.5/5.0 stars **Reviewed by:** Jukka P. | Customer Contact & Telephony specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 11, 2024 **What do you like best about Puzzel CX Platform?** In Puzzel normal agent workflows are designed with care and knowledge based on the facts how agents work. Puzzel Agent provides all channels with clever routing . it is very flexible in the way how many user/queue/service level settings can be adjusted meeting on spesific demands. That kind of flexible thinking and implementation is done with good customer oriented attitude and approach. In Admin tool it is very handy to have a transparency how different services and queues have been built up and you can easily try out different business rule scenarios eg. with limited amount of agents. **What do you dislike about Puzzel CX Platform?** Well, that are not that many to mention: maybe nothing to complain about the existing features - But thinking about future so sophistificated service would be needed for recording the contacts. AI assistance to analyze customer mood, customer-agent-customer behaviour, language quality used in written contact like chats, eForms etc. So this kind of facilitating AI-based service for better next actions with customer. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel is solving heavily the challenge of prioritizing channels and services/queues . You can easily categorize emails and eTasks in eg. 2-5 priority classes and top of that calls and chats can be prioritized so that customer expectations can be easily optimized. **Official Response from Morgan Sandberg:** > Thank you Jukka for your wonderful review! We're thrilled that you see Puzzel as the puzzle with all pieces in good order. We appreciate your feedback on our carefully designed agent workflows, clever routing across all channels, and flexible user settings that meet specific demands with a customer-oriented approach. Your insights on use cases enhancing future AI enhanced analysis features are very valuable. It's fantastic to hear how Puzzel is effectively prioritising channels and services, optimising customer expectations through categorized emails, eTasks, calls, and chats. We're committed to continuously improving our services to better serve you. Thank you for sharing your experience and suggestions with us! Morgan Sandberg Customer Marketing Director ### 16. Easy to learn, Easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Andreas E. | Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2024 **What do you like best about Puzzel CX Platform?** Ther support-team! Helpful, fast, and understandning. **What do you dislike about Puzzel CX Platform?** I would like to be able to delete old call-lists in The differential projects to get a vetter overview. As I know, this is not possible to do att the moment? **What problems is Puzzel CX Platform solving and how is that benefiting you?** It increases our efficiency to contact potential customers. **Official Response from Morgan Sandberg:** > Hi Andreas, Thank you for sharing your positive experience with Puzzel! We're delighted to hear that you find our platform easy to learn and use. We're thrilled that our support team has made such a positive impression on you. Providing helpful and prompt assistance is a top priority for us, and it's rewarding to know that our efforts have been appreciated. Regarding your feedback about deleting old call lists in the differential projects for a better overview, we understand the importance of this feature and will explore possibilities for its implementation in the future. It's wonderful to hear that Puzzel is increasing your efficiency in contacting potential customers. Helping businesses like yours streamline processes and improve productivity is what drives us forward. Thank you again for your feedback and for working with us at Puzzel. We're here to support you every step of the way! Best regards, 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. A fantastic multi channel communications platform with AI capabilities **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2025 **What do you like best about Puzzel CX Platform?** Ease of use, the platform makes it incredibly easy to manage multiple channels of communication from one place **What do you dislike about Puzzel CX Platform?** I cannot think of or recall any elements that I would class as dislikes **What problems is Puzzel CX Platform solving and how is that benefiting you?** the problem of managing lots of different channels of communication in different places, Puzzel solves this **Official Response from Morgan Sandberg:** > Thanks for the awesome review! We're excited that you find Puzzel so easy to use and that it simplifies managing multiple communication channels. It's fantastic to hear you have no dislikes! We're here to keep making your experience even better. Please let me know if you have any questions or comments. Best regards, Morgan Sandberg Customer Marketing Director ### 19. 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 ### 20. Excellent system for analyzing employee’s performance on customer calls. **Rating:** 5.0/5.0 stars **Reviewed by:** Anna R. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 06, 2024 **What do you like best about Puzzel CX Platform?** Easy to use to evaluate employee performance. By tracking metrics like call handling times and customer satisfaction scores, it provides real-time insights for immediate feedback and coaching. Additionally, it helps us identify trends over time, enabling proactive decision-making to enhance overall performance and customer experience. In short, it's a valuable tool for optimizing workforce efficiency and effectiveness. **What do you dislike about Puzzel CX Platform?** Nothing I can think of right now. Of course, there are features we request, but we feel listened to and Capturi is trying to develop for us. Our Customer Success person is great and we have really good co-operation. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps us analyze our customers' behavior and how we can, for example, in an early state catch a customer who is about to leave us. And also, as written before, Capturi help us analyze our employee’s performance which we can use in our coaching work. ### 21. Mostly reliable product and good data access **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Data aspect is varried and contains a lot of information. Responses from technical support has been good and resolved most issues in good time. **What do you dislike about Puzzel CX Platform?** Larger tech support issues are slow to resolve ie Facebook business suite a work around was used rather than resolving the API issue. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Contains all three of what we need for voice, email and a reporting standpoint. ### 22. 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 ### 23. Easy to learn, hard to master **Rating:** 4.5/5.0 stars **Reviewed by:** Sture R. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2024 **What do you like best about Puzzel CX Platform?** - Very user friendly and accesible - Neat design - Format makes it easy to understand the functionalities - Slick implementation and administration **What do you dislike about Puzzel CX Platform?** - Takes time to become fully comfortable - Can be easy to jump to wrong conclusions **What problems is Puzzel CX Platform solving and how is that benefiting you?** Finding gaps and gaining insights for improvement of internal processes across departments. Training and education of customerservice agents. Gaining insights on customer behaviour. ### 24. Pleased with how easy it is **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about Puzzel CX Platform?** The upside is the simplicity in using their products. Both Admin and the agent portal. **What do you dislike about Puzzel CX Platform?** Sometimes it can take some time to get an answer from support. When we get contact the help is fast. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Quick access to our customers. Better ways to keep in touch with them ### 25. Capturi exceeded our expectations **Rating:** 5.0/5.0 stars **Reviewed by:** Anders L. | Mid-Market (51-1000 emp.) **Reviewed Date:** January 25, 2024 **What do you like best about Puzzel CX Platform?** Capturi has helped us strengthen our customer interactions in Swedish, both by providing a bigger picture through its dashboards, and by breaking down conversations into segments that enabled us to identify specific strong and weak points. The tool was easy to implement and has also saved us time. As a contact center, we have reduced the need for traditional sample-based listening and analysis, allowing us to find problems and solutions more quickly. For instance, we have improved our ability to pinpoint elements that cause exceptionally long interactions. We have also used the tool to improve our training and coaching processes based on the tracker analysis. Overall, Capturi has exceeded our expectations. The tool is both user-friendly and highly beneficial. It is a product that is constantly developing, and the Capturi support team is always willing to help to meet specific needs. I warmly recommend Capturi. **What do you dislike about Puzzel CX Platform?** Nothing in particular. Perhaps the coaching feature could be developed. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We seek both exceptional quality and time efficiency in customer interactions. Capturi helps us pinpoint elements that we can improve, including unnecessary silence, overtalk and weak endings. ### 26. Everything about Puzzel has been positive **Rating:** 5.0/5.0 stars **Reviewed by:** Tom M. | Customer Services Team Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** How they continue to work with us a year after precurement and installment. **What do you dislike about Puzzel CX Platform?** Nothing so far! All good in the hood thus far. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Easily adaptable, has given us more insight than previous call centre platform enabling us to be more agile and flexible in meeting our customer's needs. ### 27. Senior IT Specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Lars P. | Senior IT Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Very useful and powerful tool for a company like us. **What do you dislike about Puzzel CX Platform?** Sometimes it can be a little tricky to find settings for admins. However, it could be due to us having several admins working in the system. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It is easy to track agents, groups and calls. ### 28. A simple tool that contains what you need in a user-friendly way **Rating:** 4.5/5.0 stars **Reviewed by:** Maria S. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Puzzel CX Platform?** Easy to use and navigate. You can do a lot yourself if you want and need to. Contains many functions and is for us a complete solution when it comes to customer support. **What do you dislike about Puzzel CX Platform?** The analysis tool. To compile our reports we need to use both the agent tool and the admin tool. There is development potential there to avoid manual work to produce a report that compiles both e-mail and telephone calls. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Get all incoming cases in one and the same tool and be able to get statistics to work on developing our work. Also connecting cases with customer satisfaction leads to self-leadership and development opportunities for our customer support agents. **Official Response from Morgan Sandberg:** > Thank you for your positive review! We're delighted that Puzzel has been meeting your customer support needs effectively. Your feedback on the analysis tool is valuable, and we're committed to improving it for a smoother reporting experience. Puzzel aims to simplify your processes and empower your team's growth through comprehensive solutions. We look forward to continuing to support your success. Morgan Sandberg Customer Marketing Director ### 29. 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. ### 30. A flexible, easy to use, and stable platform. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Puzzel CX Platform?** Very simple to use for both our agents and admin. The quality of the service and the great customer support. The flexible priceplans they offer. Integrated VoIP and open API. We have used the SI tool for over 8 years now and that speaks for itself. **What do you dislike about Puzzel CX Platform?** There can sometimes be issues with the respone time to their servers when working from South East Asia in the evenings due to poor capacity (overload) locally in the region. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Sales Intelligence for all our sales and business development projects so they help with providing one great and easy to use tool to handle a core part of our business. **Official Response from Morgan Sandberg:** > Thank you for your positive review! We're thrilled that you find Puzzel flexible, easy to use, and stable. It's great to hear that both your agents and admins find it simple to navigate, and that our service quality, customer support, and flexible pricing plans meet your needs. We appreciate your feedback on the response time issues from South East Asia even though they're related to local capacity problems in the region. Your long-term use of our SI tool for sales and business development is a testament to its value, and we're glad it continues to be a core part of your business. Thanks, Morgan Sandberg Customer Marketing Director ### 31. 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. ### 32. A new way to analyse and administer daily operations regarding Costumer Manegement. **Rating:** 5.0/5.0 stars **Reviewed by:** Steinunn E. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2024 **What do you like best about Puzzel CX Platform?** We are able to recieve data instantly for quality assurance and administration of daily operations. We are in the process of converting many of our other analitycal and administrative subjects into Capturi, since we've had such success with subjects concerning Operational Support. **What do you dislike about Puzzel CX Platform?** Nothing to dislike really. We are met with a very accommodating support by Cecilie, and Caprturi is (as I understand) under constant construction, so our needs have always been fulfilled after an overall update or a specific request to our support person. One thing maybe - It would suit us better if we were able to compare data in the dashboard-function by showing data for two different days, or periods. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi saves us a lot of time and manpower, whilst being able to give us a live overview of all the paramteres we monitor on a daily basis. Apart from the live overview, we can access data from the past, to analyse different parameters regarding new and existing processes ect. We can use the data for contact reduction, quality assurance, as well as feedback regarding projects that regard Costumer Management - to only mention a few. ### 33. WE LOVE CAPTURI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Puzzel CX Platform?** Easy and very intuitively to use for all **What do you dislike about Puzzel CX Platform?** I havent found anything that i dont like **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps us to streamline the conversations so our customers feel that no matter who they talk to, they get a high level of service. ### 34. Nice and easy for calls **Rating:** 5.0/5.0 stars **Reviewed by:** Hinesh B. | Instructor - Microsoft Products, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2024 **What do you like best about Puzzel CX Platform?** Call quality is good comparing to other tools **What do you dislike about Puzzel CX Platform?** Nothing i dislike as per my usage all good **What problems is Puzzel CX Platform solving and how is that benefiting you?** Technical issues and customer facing ### 35. 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. ### 36. A great tool for data driven decision making **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2024 **What do you like best about Puzzel CX Platform?** The platform is very easy to use - both the creation of trackers and dashboards are very intuitive. We use it both for employee training and to improve our products and services. It is very easy to get an overview and follow up on trends, as well as being able to dive into details and understand our customers' challenges and needs. It helps us to achieve more data driven decision making. The customer support team is always very helpful. **What do you dislike about Puzzel CX Platform?** Nothing major so far. It could be easier to export data from specific widgets on a dashboard. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use it both for employee training and to improve our products and services by being aware of which areas are the most problematic to our customers. ### 37. Happy customer for 5 years **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Easy of use, wealth and data and insight and wide variety of tools that can be used and added. Also the stability of the system and services provided. **What do you dislike about Puzzel CX Platform?** Some of the third party software can be very technical. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Data driven software, ensuring we have a modern contact centre that is competative in the modern world. ### 38. A modern Customer Center solution! **Rating:** 5.0/5.0 stars **Reviewed by:** Kristian S. | Leder for Salgssenteret, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about Puzzel CX Platform?** Puzzel delivers a higly modern and customized solution for our customer center. As a bank we need to deliver hiqh quality service to our customers. The Puzzel solution helps us doing that in every channel, using forward-looking technology. The Puzzel team has helped us building a customized version, that helps us deliver quality to our customers. **What do you dislike about Puzzel CX Platform?** I don`t have any dislikes, the Puzzel team has helped us making a good solution that fits our needs. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We needed a omnichannel solution, Puzzel has provided that for us. **Official Response from Morgan Sandberg:** > Hi Kristian, thank you for your glowing review! We're thrilled to hear how our modern and customized Customer Center solution has helped your bank deliver high-quality service across all channels. Delivering tight solutions is our passion, and we're grateful for the opportunity to support your needs. Your feedback about our omnichannel solution is invaluable, and we're committed to continuing to provide top-notch service. Thank you for choosing Puzzel! Morgan Sandberg Customer Marketing Director ### 39. Flexible solution with inovative approach **Rating:** 4.5/5.0 stars **Reviewed by:** Per-Ove G. | Forretningsutvikler / Trafikksjef, Enterprise (> 1000 emp.) **Reviewed Date:** March 22, 2024 **What do you like best about Puzzel CX Platform?** The upsides of using Puzzel is their flexible and scalable products - and a wide range of modules - that can fullfill our company need and demands. Puzzel are inovative and involve customers in their future development. The products are easy to use, and have a nice UI and GUI. **What do you dislike about Puzzel CX Platform?** More or less we are really happy with our vendor, their custumer support, consultancies, project management and development. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel is solving the need to only have ONE system across multiple countries. Big scale benefits, one aligned solution, no need for multiple integrations towards different systems. As a big company and over 5000 end-users it`s important to have flexible, reliable and user-friendly solutions - and Puzzel caters for all of them. **Official Response from Morgan Sandberg:** > Thank you, Per-Ove! We're thrilled by your positive review of Puzzel! We appreciate your acknowledgment of our flexible, scalable solutions and our commitment to innovation and customer involvement. We love to hear that our products align with your company's needs, offering ease of use and a pleasant UX. We're also grateful for your satisfaction with our vendor services, from customer support to project management. We're committed to providing a unified system across multiple countries, delivering scalability and simplicity to support your large organisation with over 5000 end-users. We're excited to continue serving you and contributing to your success! Morgan Sandberg Customer Marketing Director ### 40. 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 ### 41. Excellent product **Rating:** 5.0/5.0 stars **Reviewed by:** James F. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 10, 2024 **What do you like best about Puzzel CX Platform?** Simple to use and has features that are appropiate to our service. Straightforward for advisers to use with quick efficiency to be able to serve customers quickly. Effective software to handle calls, log registrations as well as email tickets to update and monitor. **What do you dislike about Puzzel CX Platform?** Puzzel ticketing reports could be clearer to understand. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Able to receive and respond to customer emails. Able to answer volume of calls and make outbound calls. **Official Response from Morgan Sandberg:** > Thank you for your review! We're thrilled to hear that you find Puzzel excellent and appreciate its simplicity and appropriate features for your service needs. We value your feedback on ticketing reports and will work on making them clearer to understand. It's great to know that Puzzel is effectively handling your customer communications through emails and calls, allowing you to respond promptly and manage volumes efficiently. Thank you for sharing your positive experience with us! Morgan Sandberg Customer Marketing Director ### 42. High class solution for customer centric service and sales **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2024 **What do you like best about Puzzel CX Platform?** Puzzel offers a complete plattform for customer centers supporting true customer centric service and sales. By collecting all the CC agent's task, regardless of channel, in one integreated system we secure that every agent always do the most important task at the time. That means blending of voice (in- and outbound), chat, e-mail and back office tasks. To operate in a complete system makes it easy to use for the agents. The implementation/integration of the system was well structured, managed and succesful despite high comlexity in our set up. The attention from Puzzel when incidents occurs is high class. The possibility of own administration of the system creates speed in changes and saves costs for the customer. **What do you dislike about Puzzel CX Platform?** To little involvement of the customer during development projects to ensure that delivery meets the customer's expectations and intentions. Limited opportunities for customer adaptions to support specific processes or needs. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel handles all the CC agents task during the workday meaning blending of different tasks to ensure that every agent always work with the highest prioritized task for the moment. That enables us to give our customers an excellent service in an efficient way. **Official Response from Morgan Sandberg:** > Thank you for your fantastic review! We're delighted that you find Puzzel to be a high-class solution for customer-centric service and sales. It's great to hear that our integrated platform helps your agents prioritise tasks effectively across various channels, leading to excellent and efficient customer service. We appreciate your feedback on the need for more customer involvement during development projects and the desire for more customisation options. We're committed to improving in these areas. Your acknowledgment of a structured and successful system implementation, along with high-class incident attention, means a lot to us. Thank you for sharing your experience and insights, and we look forward to continuing to support your success. Morgan Sandberg Customer Marketing Director ### 43. I've been working with Puzzel in depth since 2019. I build callflow and manage users etc. **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob H. | Enterprise (> 1000 emp.) **Reviewed Date:** March 19, 2024 **What do you like best about Puzzel CX Platform?** I like that the customer has the ability to make changes within the call flow tool, so we don't need to contact Puzzel each time we want to change something. The design of Puzzel admin portal is user friendly and the agent application is also very straight forward. **What do you dislike about Puzzel CX Platform?** We need to be able to control more ourself. Customer support for "basic" cases should be faster then 5 working days. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Contact center - they handle our call queues etc. **Official Response from Morgan Sandberg:** > Hi Jacob, I’m thrilled to hear that you've been working closely with Puzzel since 2019! Your feedback is invaluable to us. It's fantastic to know that you appreciate the flexibility our platform offers in managing call flows. We take pride in designing user-friendly interfaces, and we're delighted that you find both our admin portal and agent application straightforward. We understand your desire for more control, and we're actively working to provide even greater autonomy. Additionally, we're committed to improving our response times for basic cases to better serve you. At Puzzel, our aim is to simplify and enhance your contact center operations. We're grateful for your partnership and excited about the opportunity to continue supporting your business as we strive for excellence together. Thank you very much for your feedback. Morgan Sandberg Customer Marketing Director ### 44. Happy with Puzzel! **Rating:** 4.5/5.0 stars **Reviewed by:** Magnus J. | Head of Office, Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2024 **What do you like best about Puzzel CX Platform?** Fast customer service. Easy to learn the system and get problems. Reliable **What do you dislike about Puzzel CX Platform?** Previously slow in admin mode, but upgraded for the better. **What problems is Puzzel CX Platform solving and how is that benefiting you?** To book appointments and compile returns and report to our customers **Official Response from Morgan Sandberg:** > Thank you for your kind words! We're delighted to hear that you're happy with Puzzel and that our fast customer service and reliable solution meets your needs. It's great to know that our constant efforts to improve are making a difference. We're committed to making your job easier and more efficient. Thank you for choosing Puzzel! Morgan Sandberg Customer Marketing Director ### 45. 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 ### 46. Great insights **Rating:** 5.0/5.0 stars **Reviewed by:** Rasmus R. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2024 **What do you like best about Puzzel CX Platform?** Capturi has given us the insights needed to qualify the feedback of customers, for future CX actions. On top of that, we have been able to improve our colleagues understanding of the daily CX routines, by providing a great real-time updated overview. It's easy to use, has a ton features on the dashboard side and we we're online in 30 minutes. **What do you dislike about Puzzel CX Platform?** There is nothing in the current solution we don't use and we are not missing any features atm. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Insights are now qualified. We have been struggling to improve our call log percentage, so to have it all automated in one system is a big win for us. ### 47. Owner **Rating:** 5.0/5.0 stars **Reviewed by:** Philip L. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 20, 2024 **What do you like best about Puzzel CX Platform?** Extremly user-friendly. Onboarding for new sales-rep takes about 5min. Upload a new project takes max 1h. The support have been great. Using the system for about 13 years now. Got all the features we need. **What do you dislike about Puzzel CX Platform?** Maybe we could use more AI - not sure how but a few more solutions with "fluffy-solutions". **What problems is Puzzel CX Platform solving and how is that benefiting you?** Tempo, we can reach out to many more persons per hour with Puzzel. **Official Response from Morgan Sandberg:** > Thank you Philip for your long-standing loyalty to Puzzel and for sharing your positive experience with us! It's fantastic to hear that you find our platform extremely user-friendly and that onboarding new sales reps is a breeze, along with the quick project upload process. We're thrilled that our support team has been helpful throughout your 13 years of using Puzzel, and we're glad to hear that you have found all the features you need within our platform. Your feedback on incorporating more AI solutions is valuable to us. We're constantly seeking ways to innovate and enhance our platform. In particular, we're expanding our AI capabilities to further assist agents in their work. It's gratifying to know that Puzzel is helping your team maintain a high tempo and reach out to more people per hour. Improving efficiency and productivity for businesses like yours is what drives us forward. Thank you again for your feedback and for being a valued part of the Puzzel community. We're here to support you every step of the way! Best regards, Morgan Sandberg Customer Marketing Director ### 48. Perfect solution for companies who books meetings **Rating:** 5.0/5.0 stars **Reviewed by:** Viktor L. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about Puzzel CX Platform?** Easy to use, good support, solves all of the most common needs for us **What do you dislike about Puzzel CX Platform?** I would love to have more flexibility with the numbers used. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We have 50+ different clients with different needs and it solves it. **Official Response from Morgan Sandberg:** > Thank you very much for your review! We're thrilled that Puzzel Sales Intelligence is making it easy for you to book meetings and support your diverse client needs. We appreciate your feedback on number flexibility and will consider it for future improvements. Morgan Sandberg Customer Marketing Director ### 49. Great System 5/5 **Rating:** 5.0/5.0 stars **Reviewed by:** Josef B. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Puzzel CX Platform?** I've been working with Puzzel for years and I like that they are always ready to help and solve problems that may occur. Besides that Puzzel is a great platform for making cold-calling in our case fun and effective! I recommend Puzzel to all my clients and will continue to do so. They are great! 5/5! **What do you dislike about Puzzel CX Platform?** That i cant send out an invite to clients directly from puzzel, so they can confirm or cancel the meeting! **What problems is Puzzel CX Platform solving and how is that benefiting you?** To reach a lot of calls, and have our sales people focus on the right things during the day! **Official Response from Morgan Sandberg:** > Hi Josef, Thank you for your glowing review and continuous support of Puzzel! We're thrilled to hear that you've had a positive experience with us over the years. It's fantastic to know that our team's readiness to assist and solve problems has been valuable to you. We're also delighted that Puzzel has made cold-calling both enjoyable and effective for your team, and we appreciate your recommendation to your clients. Regarding your feedback about sending invites directly from Puzzel, we understand the importance of this feature and will certainly take it into consideration for future improvements. Puzzel is dedicated to helping businesses like yours reach their calling goals efficiently while ensuring your sales team focuses on the right tasks throughout the day. We're committed to continually enhancing our platform to better serve your needs. Thank you again for your feedback and support. We look forward to continuing to exceed your expectations! Best Regards, Morgan Sandberg Customer Marketing Director ### 50. CRM for giving customers good experience **Rating:** 5.0/5.0 stars **Reviewed by:** Paula F. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2024 **What do you like best about Puzzel CX Platform?** To be able to use different contact channels in the same tool. Also to combine with other widget services **What do you dislike about Puzzel CX Platform?** Sometimes Puzzels customer service towards us customers could be better **What problems is Puzzel CX Platform solving and how is that benefiting you?** Helping us to keep track of customer journey. Be able to get statistics easy **Official Response from Morgan Sandberg:** > Thank you so much Paula for sharing your valuable feedback with us! We're delighted to hear that you appreciate Puzzel's versatility in offering various contact channels within a single tool, as well as its seamless integration with other widget services. We sincerely apologise for any shortcomings you've experienced in our customer service interactions. Rest assured, we're committed to continuously improving and providing you with the outstanding support you deserve. It's wonderful to know that Puzzel is helping you streamline your customer journey and providing easy access to valuable statistics. Your success is our priority, and we're thrilled to be part of your journey. Thank you once again for your feedback and for choosing Puzzel. Warm regards, Morgan Sandberg Customer Marketing Director - [View Puzzel CX Platform pricing details and edition comparison](https://www.g2.com/products/puzzel-cx-platform/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-20+15%3A43%3A46+-0500&secure%5Bsession_id%5D=60f3f2c0-5198-41d2-bfcd-d052800a0463&secure%5Btoken%5D=f8a64cc1d3031b9afbc5b509218c41ac448be232fb16c9cd250c58ff96a0bc30&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 **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 **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **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 **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Process** - Mentions - Tickets - Macros **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Security** - Data Security - Data Masking **Workforce Management** - Call Monitoring - Performance Evaluation **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 **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance ** 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** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **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 **Generative AI** - AI Text Summarization **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 **Insight** - Surveys - Reporting - Visitor Activity - Help Desk **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **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 **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **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) - 4.4/5.0 (1,467 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 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