--- 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 ![Philip H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Philip H.") PH Philip H. Director Mid-Market (51-1000 emp.) 7/1/2025 "Seamless Transition" 5/5 What do you like best 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 managed to move on to Puzzel without any issues. What sold the system to us was that the interface is easy to use and configure. Puzzel is much more cost effective than our previous system. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Not sure yet as I'm not a day to day user of the sysem. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? The biggest problem that Puzzel is solving is agent utilisation and reporting. Review collected by and hosted on G2.com. Show More Response from Morgan Sandberg of Puzzel CX Platform [Editedit](https://www.g2.com/survey_responses/puzzel-cx-platform-review-11350196/official_response/edit) Hi Philip! Thank you for sharing your experience! We’re glad the transition to Puzzel went smoothly and that you’re finding the platform user-friendly and that you save money with us. It’s great to hear that it’s also helping with agent utilisation and reporting — that’s exactly what we aim for! We really value your feedback! Best regards, Morgan Sandberg Customer Marketing Director 3/3/2026 Validated ReviewerIncentivizedSource: G2 invite on behalf of seller RJ Rasmus J. 10/22/2025 "Straightforward Setup with Some Limitations" 3.5/5 What do you like best about Puzzel CX Platform? I appreciate the straightforward and user-friendly setup of the Puzzel CX Platform, particularly for the sub search. It's neat and easy to use, making my data gathering tasks more efficient. I also find the way But Studio allows for strict configuration of chatbots very helpful. This setup enables us to trace back every chat log and understand the thought process behind failures, which is great for troubleshooting and improving the chatbot's performance. Although this restrictiveness can reduce the AI's intuitiveness and broadness, the ability to have well-structured processes and solve solutions outweighs that. It's very useful to trace back logs and build solutions. The value in using Puzzel CX Platform lies in its ability to provide these clear insights and structured frameworks which benefit our work greatly. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I find there are certain limitations in terms of data availability, especially concerning keyword insights and statistics. Although the setup is generally straightforward, our team encountered issues with the scraper, which is a critical component of our operations. Additionally, while the ability to set up chatbots strictly on Bud Studio is helpful, it comes at the cost of reducing the intuitive and broad capabilities of the AI, making it less 'smart.' Finally, enhancing features similar to Raffle AI or Google, particularly in terms of displaying relevant AI-generated results at the top of search queries, would align better with user expectations. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? The Puzzel CX Platform helps me trace chat logs and develop solutions, making it easier to fix chatbot issues systematically. It also allows gathering and analyzing data for subsearch efficiently. 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-11844933/official_response/edit) Dear Rasmus, Thank you so much for taking the time to share your thoughtful feedback on the Puzzel CX Platform. We’re delighted to hear that you find the setup straightforward and user-friendly, especially when it comes to sub search and chatbot configuration in Bud Studio. Your recognition of how these features help streamline data gathering and troubleshooting is incredibly valuable to us. We also appreciate your constructive insights regarding areas for improvement. Your suggestions around enhancing AI-generated search results are noted and will be shared with our product team as we continue to evolve the platform to better meet user expectations. It’s great to know that Puzzel CX is helping you trace chat logs and build solutions more effectively. Your feedback plays a vital role in helping us improve and deliver even greater value to our users. Thanks again for your support and for being part of our journey. Warm regards, Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite EB Erik B. Technology & Performance Specialist Small-Business (50 or fewer emp.) 10/21/2025 "Effortless Customer Experience" 4.5/5 What do you like best about Puzzel CX Platform? What I like best about the Puzzel CX Platform is how easy it makes it for our teams to deliver great customer experiences. Everything just works from routing to reporting and the insights we get from Conversational Intelligence really help us understand our customers and coach our agents in a meaningful way. It’s a platform that actually makes a difference in daily operations. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? There isn’t much to dislike, but as with any comprehensive CX platform, it can take some time to fully explore and customize all the available features. Once everything is set up, though, it runs smoothly and delivers great value. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Puzzel CX Platform helps us better understand and improve our customer interactions. By combining contact handling with Conversational Intelligence, we can identify trends, coaching opportunities, and process improvements that directly impact customer satisfaction and operational efficiency. It gives us a clear picture of what drives great service and how to continuously improve it. 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-11840044/official_response/edit) Hi Erik, Thank you so much for your thoughtful review! We’re thrilled to hear that the Puzzel CX Platform is helping your teams deliver great customer experiences with ease. It’s especially rewarding to know that Conversational Intelligence is providing meaningful insights that support both customer understanding and agent coaching. We also appreciate your feedback on the setup process. Your perspective helps us continue improving the platform to make it even more intuitive and impactful. Thanks again for sharing how Puzzel is making a difference in your daily operations. We're proud to be part of your CX journey! Warm regards, The Puzzel Team Validated ReviewerIncentivizedSource: Seller invite ![Eric W.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Eric W.") EW Eric W. Marketing Specialist Enterprise (\> 1000 emp.) 11/28/2022 "Enhancing excellent suctomer service delivery with Puzzel" 4.5/5 What do you like best about Puzzel CX Platform? AI-Powered chatbots and voicebots handles routine and repetitive tasks that saves my team more time with efficient productivity. It is easy to manage customer interactions with omnichannel contact centre via sms and social media platforms. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? The performance has been solid based on current improvements and integration with AI. It is easy to manage sales projects and build reliable customer relations environment. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? We have been able to integrate Puzzel with customer interaction applications successfully to enhance effective engagement. The digital online customer engagement on our social media accounts and on the company websites has been performing well since we deployed this product. The number of customers has increased due to increased engagement and quick feedback from the customer support staff. 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-7432547/official_response/edit) Thank you so much for your thoughtful review! We’re thrilled to hear that the AI-powered chatbots and voicebots in the Puzzel CX Platform are helping your team save time and boost productivity. It’s great to know that the omnichannel capabilities, especially through SMS and social media, are making customer interactions easier to manage. We also appreciate your positive feedback on the platform’s performance and AI integration. It’s encouraging to hear that it’s supporting your sales projects and helping build strong customer relationships. Your comments about improved engagement and increased customer interactions since deploying Puzzel are especially rewarding. We’re glad the platform is making a real impact on your digital customer experience. Thanks again for sharing your experience, we’re grateful for your support! Bróna O'Donnell Customer Marketing Manager, Puzzel 11/3/2025 Validated ReviewerIncentivizedSource: G2 invite AG Anne G. 1/5/2026 "Elevated Customer Satisfaction and Performance" 5/5 What do you like best about Puzzel CX Platform? We like how Puzzel CX Platform makes it easier to identify where we should focus our resources, whether on employee training, improving procedures, or other areas. The AI features are really helpful and work very well. Additionally, the initial setup wasn't difficult. 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? We use the Puzzel CX Platform to analyze conversations for improving employee performance and customer satisfaction. It helps identify customer reasons for contact and optimizes resource allocation for training and process improvements. 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-12175096/official_response/edit) Thank you for sharing your feedback! We’re delighted to hear that Puzzel CX Platform is helping you identify where to focus resources and that the AI features are making a real impact. It’s great to know the setup process was smooth and that the platform is supporting your goals around employee performance and customer satisfaction. Your comments about optimizing training and processes really resonate with our mission to empower businesses with actionable insights. We appreciate your trust in Puzzel and look forward to continuing to support your success! Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerSource: Organic ![Dara Tomas C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Dara Tomas C.") DC Dara Tomas C. 12/19/2025 "Valuable PCI Insights, Challenging Setup" 3.5/5 What do you like best about Puzzel CX Platform? I like that Puzzel CX Platform, particularly the PCI feature, improves coaching in our customer centers and provides valuable customer insights. This connection to customer data and insights makes the platform valuable to me. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I find the flexibility to target PCI to our organization consisting of different business areas challenging. The initial setup wasn't easy, even though it turned out to be valuable. 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 with PCI to improve coaching in our customer centers and gather valuable customer insights. 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-12119514/official_response/edit) Thank you so much for sharing your feedback on G2! We’re delighted to hear that the PCI feature in Puzzel CX Platform has helped improve coaching in your customer centres and provided valuable customer insights. That connection to data is something we’re passionate about, so it’s great to know it’s making a difference for you. We appreciate your honesty about the challenges with flexibility and initial setup. Your input is invaluable as we continue to enhance the platform and make it easier to tailor to different business areas. Thanks again for taking the time to share your experience, we’re thrilled to be part of your journey toward better customer engagement! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite ![Verified User in Retail](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Retail") UR Verified User in Retail Mid-Market (51-1000 emp.) 3/24/2026 "Boosted Request Handling, But Attachment Search Needs Improvement" 3.5/5 What do you like best about Puzzel CX Platform? Puzzel has improved efficiency in handling our customers' requests Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Attachment management and it's not possible to search in attachments Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Puzzel helps in giving our customers quicker answers and this increasing orders 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-11136650/official_response/edit) Thank you for taking the time to share your feedback! We’re happy to hear that Puzzel is helping improve efficiency and enabling your team to respond to customers faster - that’s exactly what we aim for, and it’s great to see it contributing to increased orders. We also appreciate your note on attachment management and search functionality. That’s valuable feedback, and we understand how important it is to easily access information within attachments. We’re continuously working on improving the platform, and insights like yours help guide those enhancements. Thanks again for your review - we’re glad to be supporting your team! Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller PU Pia U. 12/15/2025 "Intuitive and Insightful CX Platform" 5/5 What do you like best about Puzzel CX Platform? I find Puzzel CX Platform very easy to use and appreciate that it has many good features. The platform gives depth in coaching, allowing me to be very specific when providing feedback to individuals. The value setting or function significantly aids in evaluating conversations, making it particularly effective for coaching. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? - 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 coaching and NPS, providing depth to be very specific in feedback for customer conversations. 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-12091923/official_response/edit) Thank you so much for sharing your feedback! We’re thrilled to hear that you find Puzzel CX Platform easy to use and valuable for coaching. It’s great to know that the depth of features, especially the value-setting function, is helping you provide specific and effective feedback during evaluations. Your experience highlights exactly what we aim to deliver—tools that make coaching and NPS processes more insightful and impactful. We truly appreciate your review and look forward to continuing to support your success! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel Validated ReviewerIncentivizedSource: Seller invite GF Geert F. director of CS Mid-Market (51-1000 emp.) 3/3/2026 "Easy-to-Use Phone Experience Backed by Skilled Professionals" 5/5 What do you like best about Puzzel CX Platform? phone, easy to use, con ai, skilled professionals. jacob gardiner, mashud Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? UX of PCM. too many management layers have been added Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? business problems, data issues and AI solutions 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-12432645/official_response/edit) Thank you so much for taking the time to share your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and that our AI capabilities, telephony features, and skilled professionals - like Jacob and Mashud- are making a positive impact for you. Your recognition means a lot to our team. We also appreciate your honesty around the UX and management layers within PCM. Feedback like this is invaluable as we continue improving the experience and simplifying workflows for our users. It’s great to hear that Puzzel is helping you tackle business challenges, resolve data issues, and support your AI initiatives. We're committed to ensuring you continue to see real value from the platform. Thanks again for your thoughtful review and for being part of the Puzzel community! Best, Bróna Validated ReviewerIncentivizedSource: G2 invite on behalf of seller DR Dan R. Tech & Voice Analyst Enterprise (\> 1000 emp.) 12/11/2025 "Outstanding Experience from Start to Finish" 5/5 What do you like best about Puzzel CX Platform? Ease of use and implementation, great customer support and a lot of features. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Not any major downsides, only niggle is the settings granulation. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? QA, call handling, webchat, and chatbot features have all contributed to reducing our monthly call wait times. We have also seen a decrease in call volumes as more customers are able to self-serve. 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-12077084/official_response/edit) Hi Dan, Thank you for sharing your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and implement, and that our customer support and feature set have met your expectations. It’s fantastic to know that QA, call handling, webchat, and chatbot capabilities have helped reduce wait times and call volumes, those are exactly the outcomes we aim to deliver for our customers. We appreciate your note on settings granulation and will keep this in mind as we continue improving the platform. Your insights help us make Puzzel even better. Thank you again for taking the time to share your experience and for being part of the Puzzel community! 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