--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management. [(63 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340196&qs=pros-and-cons#reviews) Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments. [(47 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1339859&qs=pros-and-cons#reviews) Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency. [(46 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341032&qs=pros-and-cons#reviews) Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring. [(35 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340150&qs=pros-and-cons#reviews) Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality. [(27 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341099&qs=pros-and-cons#reviews) Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs. [(14 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1339968&qs=pros-and-cons#reviews) Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness. [(13 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341382&qs=pros-and-cons#reviews) Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features. [(9 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341021&qs=pros-and-cons#reviews) Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features. [(9 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340676&qs=pros-and-cons#reviews) Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports. [(8 mentions)](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341493&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Puzzel CX Platform ##### 1. Ease of Use Users praise the **ease of use** of Puzzel CX Platform, highlighting its simple interface and user-friendly call management. [ See 63 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340196&qs=pros-and-cons#reviews) See Related User Reviews ![Philip H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Philip H.") PH Philip H. Mid-Market (51-1000 emp.) 5.0/5 "Seamless Transition" What do you like about Puzzel CX Platform? Moving from a different vendors platform was quite daunting and presented a huge risk to our business continuity and not wanting any downtime. We man ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "A Great Strategic Relationship" What do you like about Puzzel CX Platform? Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functi ##### 2. Helpful Users commend Puzzel CX Platform for its **reliable and flexible contact centre solution** , enhancing performance in regulated environments. [ See 47 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1339859&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.5/5 "Capturi saves time and gives better insights" What do you like about Puzzel CX Platform? Capturi is a great system and the possibilities just keep growing ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "A Great Strategic Relationship" What do you like about Puzzel CX Platform? Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functi ##### 3. Customer Support Users praise the **responsive customer support** from Puzzel, highlighting quick assistance that enhances their operational efficiency. [ See 46 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341032&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "A Great Strategic Relationship" What do you like about Puzzel CX Platform? Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functi ![Jacob H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jacob H.") JH Jacob H. 5.0/5 "Intuitive and Admin-Friendly with Stellar Support" What do you like about Puzzel CX Platform? I like that Puzzel CX Platform is easy to use and navigate, and it can be configured as an administrator without needing an IT background. I find it e ##### 4. Efficiency Users commend the **high efficiency** of Puzzel CX Platform, enabling effective management and insightful performance monitoring. [ See 35 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340150&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "A Great Strategic Relationship" What do you like about Puzzel CX Platform? Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functi ![Jacob H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jacob H.") JH Jacob H. 5.0/5 "Intuitive and Admin-Friendly with Stellar Support" What do you like about Puzzel CX Platform? I like that Puzzel CX Platform is easy to use and navigate, and it can be configured as an administrator without needing an IT background. I find it e ##### 5. User Interface Users commend the **user-friendly interface** of Puzzel CX Platform, which effectively balances simplicity with robust functionality. [ See 27 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341099&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Mid-Market (51-1000 emp.) 5.0/5 "A Great Strategic Relationship" What do you like about Puzzel CX Platform? Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functi ![Christina L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Christina L.") CL Christina L. Mid-Market (51-1000 emp.) 5.0/5 "Valuable insights and the best support!" What do you like about Puzzel CX Platform? Conversational Intelligence at Puzzel has become an indispensable part of our customer experience strategy. In our Customer Experience department, we ### 5 Cons or Disadvantages of Puzzel CX Platform ##### 1. Missing Features Users express concerns about **missing features** , including limited data insights and insufficient customization options for specific needs. [ See 14 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1339968&qs=pros-and-cons#reviews) See Related User Reviews ![Jacob H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jacob H.") JH Jacob H. 5.0/5 "Intuitive and Admin-Friendly with Stellar Support" What do you dislike about Puzzel CX Platform? I still feel there are areas around our access numbers that could give us further control instead of relying on Puzzel to configure them. I would also SP Stuart P. Mid-Market (51-1000 emp.) 4.5/5 "Impressive Onboarding and Support with Powerful Real-Time Insights" What do you dislike about Puzzel CX Platform? Reviewing this based on our recent purchase of the Conversational Intelligence module. There is very little to dislike about CI. Anything that h ##### 2. Limited Customization Users find the **limited customization** options restrict their data insights and affect overall platform effectiveness. [ See 13 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341382&qs=pros-and-cons#reviews) See Related User Reviews ![Jacob H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jacob H.") JH Jacob H. 5.0/5 "Intuitive and Admin-Friendly with Stellar Support" What do you dislike about Puzzel CX Platform? I still feel there are areas around our access numbers that could give us further control instead of relying on Puzzel to configure them. I would also DR Dan R. Enterprise (\> 1000 emp.) 5.0/5 "Outstanding Experience from Start to Finish" What do you dislike about Puzzel CX Platform? Not any major downsides, only niggle is the settings granulation. ##### 3. Complexity Users find the **complexity of setup and configuration** challenging, especially with permissions and reporting features. [ See 9 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341021&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.5/5 "Capturi saves time and gives better insights" What do you dislike about Puzzel CX Platform? What Capturi were among the first to do well, is becoming part of phone systems, and that is making their market problematic. ![Dara Tomas C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dara Tomas C.") DC Dara Tomas C. 3.5/5 "Valuable PCI Insights, Challenging Setup" 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 thoug ##### 4. Learning Curve Users find the **learning curve challenging** , requiring time to effectively utilize the Puzzel CX Platform's features. [ See 9 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1340676&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.5/5 "Capturi saves time and gives better insights" What do you dislike about Puzzel CX Platform? What Capturi were among the first to do well, is becoming part of phone systems, and that is making their market problematic. ![Dara Tomas C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dara Tomas C.") DC Dara Tomas C. 3.5/5 "Valuable PCI Insights, Challenging Setup" 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 thoug ##### 5. Poor Reporting Users find the **reporting capabilities inadequate** , requiring external tools for effective data analysis and custom reports. [ See 8 mentions ](https://www.g2.com/products/puzzel-cx-platform/reviews?filters%5Bsentiment_snippet%5D=1341493&qs=pros-and-cons#reviews) See Related User Reviews MT Max T. Mid-Market (51-1000 emp.) 5.0/5 "Puzzel UK review - Max T" What do you dislike about Puzzel CX Platform? There isn't a great deal I don't like about the puzzel platform. Given we launched this new platform into our organization during a global pandemic, I PP Philip P. Mid-Market (51-1000 emp.) 5.0/5 "Organized Excellence with Puzzel CX Platform" What do you dislike about Puzzel CX Platform? I feel the overall loading time of the Puzzel CX Platform could be improved. Although it's not a major issue since it's already quite fast, we have a ![Lissa W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lissa W.") LW Lissa W. Director of SME Customers Utilities Mid-Market (51-1000 emp.) 11/5/2025 "Outstanding Support and Seamless Telephony Deployment with Puzzel" 4.5/5 What do you like best about Puzzel CX Platform? Easy to use, intuitive. Best experience ever of deploying a new telephony system for me. The whole of our team have really embraced the system and worked with the team over at Puzzel. The Puzzel team have been outstanding, the support we've received has been second to none. Whilst we had some challenges/niggles it wasn't with the Puzzel system itself. The implementation was smooth, and I really felt like as a customer we matter. We have also got enhancements in our system from the outset with new features. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I really can't think of any at the moment! Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Our previous partner I felt made a number of promises to us that weren't delivered. With Puzzel we've got a system which can grow with us. We've also got a number of new features and benefits that whilst we're in the early days of, will make huge differences to us. We're really customer centric and put the customer at the heart of what we do, but no organisation is perfect, so we'll use Puzzel and more specifically Conversation Intelligence to get better and do better for our customers. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-11872071/official_response/edit) Thank you so much for your fantastic review! We’re thrilled to hear that the Puzzel CX Platform has been easy to use and intuitive, and that your experience deploying the new telephony system was the best you’ve ever had. It’s great to know your team has embraced the solution and that our support team made you feel valued throughout the process. We’re especially pleased that the implementation was smooth and that the enhancements and new features are already making a difference for you. Your feedback about scalability and Conversation Intelligence aligns perfectly with our mission to help customer-centric organizations continuously improve. Thank you again for sharing your experience, we’re excited to continue supporting your journey and helping you deliver even better experiences for your customers! Bróna O'Donnell Customer Marketing Manager, Puzzel Current UserValidated ReviewerSource: Organic Review from User Profile ![Verified User in Computer Software](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Computer Software") UC Verified User in Computer Software Small-Business (50 or fewer emp.) 5/4/2023 "Capturi saves time and gives better insights" 4.5/5 What do you like best about Puzzel CX Platform? Capturi is a great system and the possibilities just keep growing Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? What Capturi were among the first to do well, is becoming part of phone systems, and that is making their market problematic. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? In our call center, Capturi helps us track: - if agents say, what we train them to - if customers are happy with us - if new topics are trending and a lot more It also helps us find relevant conversations to listen to, when we we need to know, what customers say about a certain topic or which strategies work best during conversations. You never run out of possibilities, when using Capturi. You run out of time. Review collected by and hosted on G2.com. Show More 3/12/2026 Current UserValidated ReviewerIncentivizedSource: Organic ![Johanna P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Johanna P.") JP Johanna P. Small-Business (50 or fewer emp.) 3/16/2026 "Seamless Multilingual Contact Management" 4.5/5 What do you like best about Puzzel CX Platform? I like how easy it is to handle contacts in all Nordic languages with the Puzzel CX Platform. It's also very easy to administrate the system, and requires basically no training. I appreciate that it's very solid with no disturbances. It's also very cost efficient, and you get many features included. The initial setup was very easy, taking only a few days. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Chat could be more improved with AI translation bots Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? I use Puzzel CX Platform to handle contacts seamlessly in all Nordic languages. It's easy to administer, requires almost no training, is very solid without disturbances, and is cost-efficient with many included features. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12485978/official_response/edit) hank you so much for taking the time to share your feedback on Puzzel CX Platform! We’re delighted to hear that handling contacts across all Nordic languages feels easy and seamless for you, and that the platform’s reliability, simple administration, and cost‑effectiveness are delivering real value in your day‑to‑day work. It’s great to know the initial setup experience was smooth too. We also truly appreciate your suggestion around improving chat with AI translation bots. Feedback like this helps us prioritise enhancements that make a meaningful difference, and we’ve shared your input with our product team. Thank you again for being a Puzzel customer and for contributing your insights on G2 — it really helps others understand what the platform can offer. If there’s ever anything we can support you with, we’re here to help! Bróna O'Donnell Customer Marketing Manager Validated ReviewerIncentivizedSource: G2 invite on behalf of seller JI Josh I. Mid-Market (51-1000 emp.) 3/24/2026 "CRM Integration Shines, Needs Better Communication" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Raïsa van Olden of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12533900/official_response/edit) 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. Validated ReviewerIncentivizedSource: Seller invite PP Philip P. WFM Consumer Services Mid-Market (51-1000 emp.) 12/3/2025 "Organized Excellence with Puzzel CX Platform" 5/5 What do you like best about Puzzel CX Platform? I find the Puzzel CX Platform incredibly valuable for managing customer interactions and monitoring agents' cases daily. It helps us stay organized and provides a comprehensive overview of areas that require attention and improvement. I appreciate the platform's intuitive dashboards, trackers, and insightful reports, which give us a clear view of our performance. During peak hours, I am impressed with its reliability; we experience no significant issues with handling the workload and all calls are efficiently managed within the system without errors. Additionally, the initial setup was smooth and effective, largely due to the excellent onboarding process by Josip, making the transition a positive experience. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I feel the overall loading time of the Puzzel CX Platform could be improved. Although it's not a major issue since it's already quite fast, we have a strong preference for speed and efficiency. Additionally, I think the customization options for reports and subscriptions could be enhanced. I would love to create more detailed and tailored reports for my team. For example, having a better overview of trackers detected/not detected would be beneficial, similar to when creating a segment with trackers on the site. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? I use Puzzel CX Platform to handle customer interactions and track agents' ongoing cases, leading to improved organization and efficiency. It provides clear insights and supports quality coaching directly within the system, enhancing our team's performance. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12038712/official_response/edit) Hi Philip, Thank you so much for sharing your experience with Puzzel CX Platform! We’re thrilled to hear that the platform helps you stay organized and provides the insights you need to manage customer interactions effectively. It’s great to know that the dashboards, trackers, and reports are making a positive impact, and we’re especially happy that the onboarding process with Josip made your transition smooth and successful. We appreciate your feedback on loading times and report customization - these are valuable insights that help us improve. Our team is continuously working to enhance speed and flexibility, and your suggestions will be taken into account as we evolve the platform. Thank you again for your thoughtful review and for being part of the Puzzel community! Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite ![Mikkeline W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mikkeline W.") MW Mikkeline W. 11/28/2025 "User-Friendly Interface with Effective Conversation Tracking" 4/5 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. Review collected by and hosted on G2.com. 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'. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12020942/official_response/edit) 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 Validated ReviewerIncentivizedSource: Seller invite EP Ella P. 11/19/2025 "Interactive Dashboards, Limited Custom Reporting" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Response from Raïsa van Olden of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-11977896/official_response/edit) 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! Validated ReviewerIncentivizedSource: Seller invite ![Jacob H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jacob H.") JH Jacob H. 1/7/2026 "Intuitive and Admin-Friendly with Stellar Support" 5/5 What do you like best about Puzzel CX Platform? I like that Puzzel CX Platform is easy to use and navigate, and it can be configured as an administrator without needing an IT background. I find it easy to create call flows and especially enjoy the Inline function. Our team also benefited from much help from the Puzzel solution architect during the setup. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I still feel there are areas around our access numbers that could give us further control instead of relying on Puzzel to configure them. I would also like more control over access to customer insight surveys. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Puzzel CX Platform helps with customer interactions and call routing. It's easy to use and configure as an admin without IT knowledge, thanks to features like the call flow and the Inline function. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-12185565/official_response/edit) Thank you so much for sharing your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and configure without needing an IT background, and that features like call flows and the Inline function have been helpful for your team. It’s also great to know that our solution architect was able to support you during setup - that’s exactly the kind of experience we aim to deliver. We appreciate your suggestions around access numbers and survey controls. Feedback like yours helps us identify areas for improvement, and we’ll make sure to share this with our product team. Thank you again for taking the time to leave a review and for being part of the Puzzel community! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite ![Richard T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Richard T.") RT Richard T. 10/28/2025 "Exceptional Support and Seamless Integration" 5/5 What do you like best about Puzzel CX Platform? I truly appreciate how professional and attuned Puzzel CX Platform was to our business needs and how aligned Puzzel was to our culture during our initial interaction. The setup of the platform was smooth and trouble-free, thanks to the collaborative planning with the Puzzel team. I find the system highly configurable to our needs while remaining easy to use, which significantly enhances efficiency and time-saving in our operations. I enjoy the robust analytics and reporting features that Puzzel CX Platform provides, which have proven to be extremely beneficial. The potential in Conversation Intelligence capability is really promising, with expectations of improved efficiency by enabling advisors to handle more calls due to reduced time on task summarization and call reason assignment. Lastly, the people behind Puzzel make it more appealing - they are brilliant representatives of the brand, creating technology that reinforces our commitment to continue using their services. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Nothing Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? I find Puzzel CX Platform configurable and user-friendly, providing detailed analytics that enhance efficiency and save time. The analytics and conversational intelligence help my team handle more calls efficiently. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-11872328/official_response/edit) Thank you so much for your thoughtful review! We’re truly grateful for your kind words and thrilled to hear how well the Puzzel CX Platform aligns with your business needs and culture. It’s fantastic to know that the setup process was smooth and that our team’s collaboration made a positive impact. We’re especially glad you’re finding value in the configurability, ease of use, and robust analytics - these are exactly the kinds of efficiencies we aim to deliver. Your excitement about our Conversation Intelligence capabilities is inspiring, and we’re committed to helping your advisors achieve even greater productivity. And thank you for the shoutout to our team! We’re proud of the people behind Puzzel and their dedication to creating technology that supports your success. Looking forward to continuing this journey with you! Warm regards, Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite AL Anders L. Operations specialist Mid-Market (51-1000 emp.) 10/27/2025 "Puzzel Conversational Intelligence: Powerful AI and Outstanding Support Boost Our CSAT" 5/5 What do you like best about Puzzel CX Platform? Conversational Intelligence of Puzzel was easy to implement and integrate and is user-friendly. We use it daily in our contact center for analysis, agent follow-up, and coaching. The excellent AI features have helped us identify efficiency and quality-related issues more quickly. For instance, we have been able to pinpoint the frequency and nature of knowledge gaps and critical errors more effectively. Through conversational intelligence reports, we have also received a more detailed understanding of the topics of customer transactions. As a result, we have been able to improve agent training and coaching, which has led to higher CSAT scores and even stronger partnerships. The Puzzel support team is always willing to answer questions and meet specific needs. I highly recommend Conversational Intelligence. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Nothing in particular. Perhaps the coaching feature of Conversational Intelligence could be even more developed. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? The excellent AI features have helped us identify efficiency and quality-related issues more quickly. For instance, we have been able to pinpoint the frequency and nature of knowledge gaps and critical errors more effectively. Through conversational intelligence reports, we have also received a more detailed understanding of the topics of customer transactions. As a result, we have been able to improve agent training and coaching, which has led to higher CSAT scores and even stronger partnerships. Review collected by and hosted on G2.com. Show More Response from Brona O'Donnell of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-11864229/official_response/edit) Thank you so much for your thoughtful review! We’re thrilled to hear how Puzzel’s Conversational Intelligence has made a meaningful impact in your contact centre. It’s fantastic to know that the AI features are helping you uncover insights and address knowledge gaps more effectively. We also appreciate your feedback on the coaching feature, it’s incredibly valuable as we continue to enhance the platform. And of course, we’re delighted that our support team has been able to meet your needs along the way. Thanks again for your recommendation and for being a part of the Puzzel community! Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite ## Top-Rated Alternatives [ ![Genesys Cloud CX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Talkdesk](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Talkdesk") Talkdesk 4.4/5(2,583) ](https://www.g2.com/products/talkdesk/reviews) [ ![Dixa](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dixa") Dixa 4.2/5(391) ](https://www.g2.com/products/dixa/reviews) [ View All Alternatives ](https://www.g2.com/products/puzzel-cx-platform/competitors/alternatives) ##### Categories on G2 [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[Conversation Intelligence](https://www.g2.com/categories/conversation-intelligence)[Live Chat](https://www.g2.com/categories/live-chat) [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)[Conversation Intelligence](https://www.g2.com/categories/conversation-intelligence)[Live Chat](https://www.g2.com/categories/live-chat)[AI Customer Support Agents](https://www.g2.com/categories/ai-customer-support-agents)[Social Customer Service](https://www.g2.com/categories/social-customer-service)[Auto Dialer](https://www.g2.com/categories/auto-dialer)[Contact Center](https://www.g2.com/categories/contact-center)[Feedback Analytics](https://www.g2.com/categories/feedback-analytics)[Call Center Infrastructure (CCI)](https://www.g2.com/categories/call-center-infrastructure-cci)[Contact Center Quality Assurance](https://www.g2.com/categories/contact-center-quality-assurance)[Contact Center Knowledge Base](https://www.g2.com/categories/contact-center-knowledge-base)[Contact Center Workforce](https://www.g2.com/categories/contact-center-workforce)[Speech Analytics](https://www.g2.com/categories/speech-analytics)[Co-Browsing](https://www.g2.com/categories/co-browsing) [Show MoreShow Less](javascript:void(0);) ##### Explore More [Is there a free or affordable marketing analytics tool that handles multi-touch attribution for small teams, or do you have to pay enterprise prices?](https://www.g2.com/discussions/is-there-a-free-or-affordable-marketing-analytics-tool-that-handles-multi-touch-attribution-for-small-teams-or-do-you-have-to-pay-enterprise-prices)[What are the most popular idea management tools that companies actually use to crowdsource and evaluate ideas from their own staff?](https://www.g2.com/discussions/what-are-the-most-popular-idea-management-tools-that-companies-actually-use-to-crowdsource-and-evaluate-ideas-from-their-own-staff)[What's the best affiliate marketing software for beginners](https://www.g2.com/discussions/what-s-the-best-affiliate-marketing-software-for-beginners) [Most user-friendly CRM for sales teams](https://www.g2.com/discussions/most-user-friendly-crm-for-sales-teams)[Best AI Writing Apps for Professionals?](https://www.g2.com/discussions/best-ai-writing-apps-for-professionals)[Pros and Cons Details](https://www.g2.com/products/puzzel-cx-platform/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)