--- 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agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools.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. The perfect tool for quality and sales optimization **Rating:** 5.0/5.0 stars **Reviewed by:** Nick B. | Sales Partner Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 24, 2024 **What do you like best about Puzzel CX Platform?** - Easy to navigate in - Always helpfull support - Gain alot of new insights - Coaching module, witch helps the employee to develop - Helps me with the quality in calls and saves me alot of hours listening - Easy to create dashboards - Calls come in quickly and the integrations a really smooth **What do you dislike about Puzzel CX Platform?** Theres nothing, and if there is something, Capturi are outstanding to develop a solution **What problems is Puzzel CX Platform solving and how is that benefiting you?** Saves me ALOT of hours listening to the quality in sales calls - Helps the emplyoes to understand and se how the can even better, and track there performance and development. ### 2. Stable platform and user-friendliness **Rating:** 5.0/5.0 stars **Reviewed by:** Marthine D. | Performance & Projektmanager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2024 **What do you like best about Puzzel CX Platform?** User-friendly, easy, intuitive. Stable platform that has been easy to implement. Meets our needs and channel strategy. **What do you dislike about Puzzel CX Platform?** We would like to be able to custom design and adjust features to our needs to a much greater extent than is currently possible. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Our customer can get in touch with us - and vice versa. **Official Response from Morgan Sandberg:** > Thank you very much for your review, Marthine! We are glad to hear that you find Puzzel user-friendly, intuitive, and easy to implement. We appreciate your feedback about being able to customize the features to an even greater extent, and we are constantly working to increase flexibility. It is fantastic to read that Puzzel meets your needs and channel strategy, and that it facilitates communication with your customers. Thank you for sharing your experience! Morgan Sandberg Customer Marketing Director ### 3. Very userfriendly and logical **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** July 02, 2024 **What do you like best about Puzzel CX Platform?** I like the simplicity and that evrything is very easy to use even if you dont have so much knowledge before. It just works and runs smooth and fast. **What do you dislike about Puzzel CX Platform?** The dashboard doesnt always work and the function "Tävling" doesnt show directly in the agnetview. **What problems is Puzzel CX Platform solving and how is that benefiting you?** A dialer that just works with almost none downtime **Official Response from Morgan Sandberg:** > Thank you so much for your positive review! We're thrilled to hear that you find Puzzel user-friendly and efficient. Your feedback on the dashboard and the "Tävling" feature is valuable, and I know that we're working on great improvements regarding both. We're really glad that our reliable and high performing dialler is benefiting you with its smooth operation. Thanks for sharing your experience! Morgan Sandberg Customer Marketing Director ### 4. Competent, friendly and great people as a partner! **Rating:** 5.0/5.0 stars **Reviewed by:** Frances K. | Performance Development Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 14, 2024 **What do you like best about Puzzel CX Platform?** Their employees! I'm really grateful for the team I'm working with at Puzzel (Olav and Marcus specifically)! **What do you dislike about Puzzel CX Platform?** We're in their end-of-life platform, Vergic. It definitely has some room for improvement! **What problems is Puzzel CX Platform solving and how is that benefiting you?** CS availability for our customers via live chat! **Official Response from Morgan Sandberg:** > Hi Frances, We're thrilled to hear that you find our team competent, friendly, and great to work with! Your feedback is invaluable to us, and we're continuously striving to improve our services. As we transition from Vergic to newer solutions, we're committed to delivering even better service. Please feel free to reach out to your account manager to discuss a migration plan. Our primary focus is to ensure seamless service to your customers, also through live chat, and we're delighted to hear it's benefiting your business. Thank you for working with Puzzel! Morgan Sandberg Customer Marketing Director ### 5. Puzzle with pieces that don't seem to match all the way **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Renewables & Environment | Mid-Market (51-1000 emp.) **Reviewed Date:** September 27, 2023 **What do you like best about Puzzel CX Platform?** The interconnection between modules gives a great potential of diffrent solutions for customer support that covers the whole departments needs. From settings up queues to settings up chatbots makes this one of the most complete solutions available. **What do you dislike about Puzzel CX Platform?** Once the settings up is done it becomes clear how limiting some of the modules are between each other. Making the solution almost complete. This creates a "jack of all trades, master of none" saying stand out where solutions almost meet expectations. Example of this would be that customercards wheres the data is copied from the diffrent modules like PCM, Contacts and Agent Assist instead of being shared from one customercard "database". **What problems is Puzzel CX Platform solving and how is that benefiting you?** unifying and simplifying ticketing management by being able to register the call with a ticket. Having all the departments needs in one place instead of mutiple systems. **Official Response from Morgan Sandberg:** > Dear reviewer, Thank you for taking the time to share your feedback on Puzzel. We truly appreciate your insights, and we apologize for the delay in responding to your review. We're delighted to hear that you find Puzzel's interconnection between modules to be advantageous, providing a comprehensive solution for customer support that meets the needs of your entire department. It's gratifying to know that features such as setting up queues and chatbots contribute to making Puzzel one of the most complete solutions available. However, we understand your concerns about the limitations of some modules and how they can impact the overall completeness of the solution. Your feedback regarding the integration of data between modules, particularly regarding customer cards, is invaluable to us. We're continuously working to improve our platform, and your input helps us identify areas for enhancement. At Puzzel, our aim is to unify and simplify ticketing management, providing a centralized solution that meets all departmental needs. We're pleased to hear that Puzzel is benefiting you in this regard. Once again, we appreciate your feedback and apologize for any inconvenience caused by the limitations you've experienced. Your insights are incredibly valuable as we strive to improve our platform and provide the best possible experience for our users. If you have any further questions or suggestions, please don't hesitate to reach out to us. We're here to assist you every step of the way. Warm regards, Morgan Sandberg Customer Marketing Director ### 6. A good value system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** January 05, 2023 **What do you like best about Puzzel CX Platform?** The phone system is very simple and easy to use. It's not too complicated for new users to grasp. **What do you dislike about Puzzel CX Platform?** The reports don't always give us everything we need. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Linking together our email chains to make responding simpler. **Official Response from Morgan Sandberg:** > Thank you for your positive review! We're glad you find Puzzel to be a good value system, especially appreciating its simple and easy-to-use phone system. Your feedback on the reports is noted. It's great to hear that Puzzel is helping streamline your email chains, making responses simpler for your team. We really appreciate your feedback and look forward to continuing to support your operations effectively. Morgan Sandberg Customer Marketing Director ### 7. Very user friendly and fun **Rating:** 5.0/5.0 stars **Reviewed by:** Fredrika E. | Head of Contact Center, Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2024 **What do you like best about Puzzel CX Platform?** We could really fast see why the customer contact us. Our UX people use it to do the right development in the app and webbsite. The agent could fast learn the sysemt and improve their perfomance. The implementation was really quick and easy!! **What do you dislike about Puzzel CX Platform?** Nothing I can think of right now, they have delivered as expected. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We can more reliably know what our customers are calling about and we can also coach our agents better. ### 8. Puzzel is a world class contact center solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2024 **What do you like best about Puzzel CX Platform?** I mostly have exeperience working with Puzzel PSI, which truly is a world class solution. The PSI team is always attentive and customer focused, forward looking and inventive. **What do you dislike about Puzzel CX Platform?** Puzzel only records in mono audio, modern call analysis and functionality benifits from stereo recording. So future stereo audio capability is on the wishlist for me. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Managing inbound and outbound customer communications. **Official Response from Morgan Sandberg:** > Thank you for your fantastic review! We're thrilled to hear that you consider Puzzel PSI a world-class solution and appreciate our attentive and customer-focused team. We value your feedback on the mono audio recording and have understood the benefits of stereo recording. As far as I know this feature is either in the roadmap or already in production. It's great to know that Puzzel is effectively managing your inbound and outbound customer communications. Thank you so much for sharing your experience and insights! Morgan Sandberg Customer Marketing Director ### 9. Capturi is by far the best investment and business partner **Rating:** 5.0/5.0 stars **Reviewed by:** Natashia W. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Puzzel CX Platform?** As af part of a transformation of our Customer Center we chose Capturi as the analytic platform for our conversation-recording. It is a fantastic intuitive tool, nice layout and with lot of opportunities for training and strategic use. But most importantly they have the most outstanding customer success department. It is due their great work that Capturi today is the most valuable system that we have. It makes us able to coach and lead across locations and visualise the “hidden” customer experience. This is essential for both our own development with customer service but also important when sharing our success and goals with our surroundings. Capturi is constantly developing new meaningful features and we look forward to continue the our great collaboration. Best recommendations **What do you dislike about Puzzel CX Platform?** We do not have many dislikes regering Capturi. But one dislike could be the missing opportunity to analyxe mixed languages - for example English and Danish in c **What problems is Puzzel CX Platform solving and how is that benefiting you?** Insights from our costumers - mood, quantities and personal development. Most importantly the strategic matter and help with data-analytics from the Capturi team is nice! ### 10. Capturi is a world of opportunities to get insights in your customers and company! **Rating:** 5.0/5.0 stars **Reviewed by:** Mark Amdi J. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Puzzel CX Platform?** The team is always helpful and open for new ideas. The system is pretty easy to use when you get the hang of it. The best part is almost everything is possible, you just have to find out what you need and then make it - If you do not know how the good team at Capturi will guide you or create examples. The insights you can get in your service is pretty awesome! **What do you dislike about Puzzel CX Platform?** A bit limited in some areas if you want to combine data from different trackers. It is possible to get that out of the system but would be nice to have even more freedom within the widget dashboards to create different graphs etc. That said though there is a lot of insights I just want to be able to get even more and not be limited to a graph per tracker. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Working a lot with "The good dialouge" has been way easier with Capturi as a tool to both give emplyees insights and dashboards to chase the "correct way" of communicating - We have improved a lot. Also we have found different areas and insights that can help us where we need to upgrade our employees and train them. Both in technical areas and communicational areas. We want to be closer to our customers and Capturi has helped us to get closer and we hope that we will continue that even more! ### 11. Essential tool for getting detailed insigths into the huge "black box" of verbal communication **Rating:** 5.0/5.0 stars **Reviewed by:** Christopher F. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Puzzel CX Platform?** The ease of use and very high speed of analysis that it offers. You need very little guidance to get started with making useful analyses. The score feature for the agents that motivates them to provide good service while enabling both themselves as well as the team managers to track their development. **What do you dislike about Puzzel CX Platform?** That I don't have more time to use it, which is not the fault of Capturi. It really has so much potential, but it needs to be prioritized among all the other tasks in a busy job. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Getting insights into why our customers are contacting us, directing us towards where we should focus improvement projects. Also, we have a better understanding of customer satisfaction and have seen a higher level after giving our agents access to listen to their conversations and instructed them on what makes a conversation good. ### 12. Customer Review **Rating:** 3.5/5.0 stars **Reviewed by:** Daniel L. | Mid-Market (51-1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Puzzel CX Platform?** It is easy to use and very reliable. Helps the salesprocess to be more convenient. **What do you dislike about Puzzel CX Platform?** The upgrades without any heads-up or feedback **What problems is Puzzel CX Platform solving and how is that benefiting you?** Helps us to make our salesprocess more efficient as well as providing us with reliable statistics. **Official Response from Morgan Sandberg:** > Thank you for sharing your positive experience with Puzzel! We're thrilled to hear that you find our platform easy to use and reliable, making your sales process more convenient. We're committed to providing a seamless experience for our users. Regarding your concern about upgrades, we apologize for any inconvenience caused by the lack of prior notification or feedback. Your feedback is invaluable to us, and we'll work on improving our communication and update process. We're glad that Puzzel is helping you make your sales process more efficient and providing reliable statistics. Our goal is to empower businesses like yours with tools that drive success. Thank you for choosing Puzzel, and please feel free to reach out if you have any further feedback or questions. We're here to support you. Best regards, Morgan Sandberg Customer Marketing Director ### 13. Insightfull, user friendly and great costumer support **Rating:** 5.0/5.0 stars **Reviewed by:** Viggo B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Puzzel CX Platform?** Capturi enables great insight into costumer calls. Highlighting the key moments in the conversation, allowing you to figure out what works and provide feedback for your team. We have been in good hands with the Capturi team, who are always ready to help, and even provide new ways to use the platform, according to the specific needs of our firm. **What do you dislike about Puzzel CX Platform?** There is always something that you would like, such as a more advanced scoring criteria. However, the capturi team is frequently expanding and providing features, based on costumer feedback **What problems is Puzzel CX Platform solving and how is that benefiting you?** It helps us keep track of a large amount of calls. It helps us make easy to understand dashboards, that update dynamicaly, allowing us to spot trends and issues we might have otherwise missed. It lets us provide documentation, that we are monitoring our calls, ensuring quality and employee improvement. ### 14. Fantastic insight tool for our company **Rating:** 5.0/5.0 stars **Reviewed by:** Marie T. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Puzzel CX Platform?** Capturi is a great tool to see everything you wouldn't normally see. It helps us to find and analyze the conversations and look at where there is an opportunity for development. It is incredibly user-friendly, has many good features such as trackers and dashboards, which helps to give you a good overview. It saves an organization an incredible amount of time, as it roughly sorts a lot of calls and finds the ones you need. This helps us to increase our customerservice in general and develops our employees and managers. **What do you dislike about Puzzel CX Platform?** You have to invest a lot of time to get to know the system and most of all to understand it properly. But it is worth it, for sure. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi saves us a lot of time as it sorts our calls. That way we don't have to manually sit and look for specific calls. ### 15. Great business insights and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Malin B. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 05, 2023 **What do you like best about Puzzel CX Platform?** I like the fact that we get such good insights in our customers pain points, the tool is also very ser friendly. It has been very helpful when we have new staff and to be able to see what they are struggling with and what areas that need more repetiotion. **What do you dislike about Puzzel CX Platform?** Like all AI tools you need to know what you are looking for and have an idea about what is worth looking in to. And sometimes it can be tricky to know what to ask for in order to find what you are looking for. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps me in reporting what our customers are talking about, the input they have when we talk to them and also helps me in knowing how my employees are performing ### 16. Great tool for understanding and improving customer experince **Rating:** 5.0/5.0 stars **Reviewed by:** Stig B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Puzzel CX Platform?** The structure of the admin portal is simple and easy to use. All parts of the organization can take advantage of the features with simple training. The new AI summary feature summarizes what happens during the call in a few lines. Capturi organization is helpful and proactive, fast responding to customer needs **What do you dislike about Puzzel CX Platform?** Sentiment scores still needs improvement While it is easy to create trackers for simple stuff, it is a skill not easily mastered to create reliable trackers for eg. measuring how well the customer is matched or how accurately the purpose is understood **What problems is Puzzel CX Platform solving and how is that benefiting you?** Call logging by agents is not very reliable. Much more information can easily be collected and analyzed with Capturi Call monitoring is time-consuming, with no guarantee that the right calls are found. Capturi makes it easy to narrow down which calls contain what you look for and which parts of the call contain what you look for and can be listened to. Analyzing the impact of certain aspects of the customer dialogue on customer satisfaction can be difficult. Information from CRM systems or Survey data can be integrated into Capturi, and the effect can be analyzed in Capturi. ### 17. A nice system, but does not adapt to municipality services **Rating:** 1.0/5.0 stars **Reviewed by:** EVa L. | Enterprise (> 1000 emp.) **Reviewed Date:** September 21, 2023 **What do you like best about Puzzel CX Platform?** The layout and the view and some functions. The chat is very good (previously Vergics). **What do you dislike about Puzzel CX Platform?** The way of searching information is not efficient and the flexibility of how you set up all information is to low. The translation from the English to the Swedish version is unproffesional. Puzzel sells itself as a partner to Telenor since at least 12 years ago but it seems like the two companies don't communicate or develop the integrations as you could expect. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We meet our customers on a daily bases over phone and chat. **Official Response from Rachael Russell:** > Dear Eva, Thank you for taking the time to share your feedback. We truly appreciate your input, and we're sorry to hear that your experience with Puzzel hasn't met your expectations. Efficiency in information retrieval is a priority for us, and we're actively working on improving our search capabilities. We're also sorry to hear about your concerns regarding the English to Swedish translation. Quality and professionalism are of utmost importance to us. We will investigate this issue further to ensure that our translations meet the highest standards. As for our partnership with Telenor, we value the feedback you've provided about the integration and communication between our companies. We are committed to fostering strong relationships with our partners and continuously working on improving the integration process. Your comments will be shared with the relevant teams to address any communication gaps. Your feedback drives our improvements, and we're committed to enhancing your experience. For further suggestions or concerns, please contact your Account Manager or support team directly. Thank you for choosing Puzzel. Best regards, Rachael Russell ### 18. Amazing and intuitive insight tool to be an even more datadriven company **Rating:** 5.0/5.0 stars **Reviewed by:** Demmi K. | Customer Experience Analyst, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Puzzel CX Platform?** All aspects are intuitive. It doesn't take long to analyze huge amounts of conversations with customers, saving us a lot of time. Also, our decision-making in concern to our customers becomes datadriven. It is an amazing tool to get customer insights as well as insights on employers, so we can perform even better on our customer relations. The tools and features for analyzing are userfriendly, and the layout is easy to understand - even for our employers. **What do you dislike about Puzzel CX Platform?** As it is still a new product, and we have been investing a lot more time in it, there are a few missing features. But there is always help nearby with the employers of Capturi, and new features are available often and fast! **What problems is Puzzel CX Platform solving and how is that benefiting you?** Customer insights on all aspects of the company can give us data-driven decisions with a lot of time-saving! The ability to get insights on out employers performance in conversations (both good and bad), are helping us to react faster on our communication and education to our employers to make the customer experience even better. ### 19. Above and beyond expectations **Rating:** 5.0/5.0 stars **Reviewed by:** Helle K. | Kundeservicechef, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Puzzel CX Platform?** I have rarely implemented a tool with so little effort, and which quickly and intuitively provided us with great insights that we can immediately operationalize and convert into value and results in everyday life. Furthermore, their service is so proactive that they often suggest opportunities that one had never considered before, but which provide great value. It is truly a system that not only meets but also exceeds expectations **What do you dislike about Puzzel CX Platform?** That I didnt get it before. At first I didnt believe that it would be so easily installed and up and running - but I was proven wrong. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We needed some kind of overall tracking of sustomer pains - at insight to identify the best way to help customers, train agents - and proactively prevent problems from arising. At the same time, we need to find patterns in what strategies is best for retaining customers, who wanted to cancel subscriptions - and monitor an support agents in using the best methods for that. Since we used the same method for customers calling to buy new subscriptions - and for other stratigically important issues. ### 20. High level insigts" **Rating:** 5.0/5.0 stars **Reviewed by:** Siri B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Puzzel CX Platform?** The system can provide us with high level insights. This insight helps us prioritize our efforts and increase our customer satisfaction. Furthermore the organisation has easy access to information regarding campaigns and product launches. It is highly motivating for the team to be able to access their own data and monitor the development. **What do you dislike about Puzzel CX Platform?** In order to get the most out of the tool, you need to invest and prioritize a lot of time to develop a foundation. But once that is done, there are many valuable insigts, that can highten the customer experience. The system has (for now) some administrative limitations for a complex organisation with many different products/services. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Easy access to a large data set that would otherwise require many resources to review and analyze. ### 21. Intuitive, userfriendly and big potential for insights **Rating:** 5.0/5.0 stars **Reviewed by:** Josephine H. | Senior Data Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Puzzel CX Platform?** Insights in what the customers are saying, that you can use both pro- and reactive. Also it's easy to use and the company is good at making new features. **What do you dislike about Puzzel CX Platform?** It's really kinda a new product, so I'm missing small "nice to have things". I'd like to have access to the voice-file transcription, but they don't recommend it - s oguess it's for the best.. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Timesaver and Insigts. We used to guess "live" and ask many agents "what are the calls about to day" - but now we can see it by choosing "Live Trends". Also, it's a big timesaver that you can choose which words you want to listen for, instead of have to hear 100 calls to maybe get one about a specific topic. ### 22. Greatest Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Mads L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Puzzel CX Platform?** The insights we get from Capturi are invaluable in our daily business and the further development of our service. The level of customer support is also unparralled and Capturi is very eager to make sure we get value of our investment. **What do you dislike about Puzzel CX Platform?** We have not experienced any downside in using Capturi. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi gives us a clear holistic overview of all our customer inquiries. This helps us to better understand where we need to focus our attention, so that we can provide a greater service to our customers. It also provides our employees with tools to further develop their own qualifications, by highlighting areas where they have potential for improvement, while providing them with inputs on how to improve. ### 23. The best tool ever **Rating:** 5.0/5.0 stars **Reviewed by:** Nilüfer G. | Frivillig, lokal samfund, Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Puzzel CX Platform?** We use Capturi to investigate the quality of our dialogues with customers. It is a fantastic tool if you want to find out what customers want from the company. Capturi helps identify the small details that employees may overlook and that could be a problem for the customer. **What do you dislike about Puzzel CX Platform?** I do not think there are any problems with the tool. It works perfectly fine. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Capturi to investigate the quality of our dialogues with customers. It is a fantastic tool if you want to find out what customers want from the company. Capturi helps identify the small details that employees may overlook and that could be a problem for the customer. ### 24. A fantastic gateway to understanding our cutomers and employees. **Rating:** 5.0/5.0 stars **Reviewed by:** Neil O. | Contact Center Specialist, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Puzzel CX Platform?** The platform is simple and intuitive, which invitetes our users to explore and be curious. In a very short amount of time they can reached insite and knowledge, that normaly would have taken ages **What do you dislike about Puzzel CX Platform?** Must of the dislikes in the system, comes from our way of using and control the product. I would like that self learning curve wasn't that steep, to get to a accepted level of do's and don'ts. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Getting insite to the reasen why our customers contacts us, and why some contacts aren't resolved the first time. How are agents handel our customers inquiry, without listening several hours of recordings without a result. ### 25. Brilliant tool for developing your customer dialogue and find the needle in the haystack **Rating:** 5.0/5.0 stars **Reviewed by:** Karina Westphal H. | Uddannelseskonsulent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Puzzel CX Platform?** The quick way to find something specific that would typically be impossible to find. The time you save by only listening to what is necessary in the specific case. The easy user platform. Last but not least the fantastic support from Capturi. **What do you dislike about Puzzel CX Platform?** The time that must be invested in order to use Capturi 100% optimally. **What problems is Puzzel CX Platform solving and how is that benefiting you?** To increase our customer service and develop our employees ### 26. Great insight to one of your biggest blind spot areas **Rating:** 5.0/5.0 stars **Reviewed by:** Phillip Nørgaard S. | Global Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 14, 2023 **What do you like best about Puzzel CX Platform?** The endless combination of data at trackers you can find. You can check for so many things and learn how to improve. The CSM you get is also eager to help. **What do you dislike about Puzzel CX Platform?** To get useful insights, you also need to invest time into it. So getting it is also an additional continious task for you. But it's worth it. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Insights in what customers are asking about and the quality of my agents' answers. We have identified knowledge gaps, and easy wins with the team ### 27. Next level insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Media Production | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Puzzel CX Platform?** I can train specific parts of an employee's dialogues based on certain keywords we track and make them qualitatively and quantitatively measurable. It makes large amounts of data measurable for what helps the individual employee best. **What do you dislike about Puzzel CX Platform?** Capturi can be time-consuming. With a busy schedule I sometimes feel like I don't fulfil Capturi's potential. However, this is more a matter of my own desire to use it properly, and they are always happy to help. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Dialogues. That must be enough. As mentioned earlier, communication is critical, and they make it all measurable. ### 28. Puzzel has improved its services a lot in the past year. We've had fewer bugs. **Rating:** 4.0/5.0 stars **Reviewed by:** Lina G. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Puzzel CX Platform?** The features are self-explanatory. The schedule shows clearly the activities assigned. **What do you dislike about Puzzel CX Platform?** Sometimes it crashes/takes too long to load. The "Month" overview function is still not available. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel facilitates tracking of global schedules; adherence; activities etc. ### 29. We raised our customersatisfaction **Rating:** 5.0/5.0 stars **Reviewed by:** Jan C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Puzzel CX Platform?** Through some advanced insights and yet easy to access and comprehend. We could see where we should put our efforts to raise our customersatisfaction. **What do you dislike about Puzzel CX Platform?** Though easy to access it requires some time to make our own reports. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Gives us an overview into our advisors conversations to raise our customersatisfaction ### 30. Pleasant experience so far **Rating:** 4.0/5.0 stars **Reviewed by:** Chervyone B. | Help Desk Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2023 **What do you like best about Puzzel CX Platform?** I like the dashboards and knowing what agents are on calls and the reporting element to a degree **What do you dislike about Puzzel CX Platform?** - I dislike not knowing around future developments and having to chase for updates, if Puzzel can provide more insight that would be great **What problems is Puzzel CX Platform solving and how is that benefiting you?** It helps solve issues around data and bits of information required for the client - I enjoy listening into historical calls **Official Response from Rachael Russell:** > Thank you, Chervyone, for your lovely feedback! We're so pleased to hear you enjoy using Puzzel, particularly Puzzel's reporting dashboards. We've shared your feedback regarding insights around future developments with our product team and your Account Manager. They'll contact you to ensure you're signed up to receive these communications. ### 31. Head of Operations **Rating:** 4.5/5.0 stars **Reviewed by:** Tom K. | Head of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 27, 2022 **What do you like best about Puzzel CX Platform?** Puzzel is a partner for us, we work in partnership with Puzzel instead of them beeing just another vendor. We are followed up closely, and we get the help we want when we need it. **What do you dislike about Puzzel CX Platform?** So far it has been the development on the dialer functionality, this has not been good enough. We are working on solving issues regarding this now, but this has taken to much time. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel is helping us by showing us the possibilities with the different systems in the solution. They are also precent at conferences and arenas that are educational for us. Puzzel gives us good insight in the customer service market. ### 32. Great offering with the customer experience at the heart **Rating:** 5.0/5.0 stars **Reviewed by:** James M. | Non Executive Director/Trustee, Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Puzzel CX Platform?** Solve a lot of the problems that contact centres face when trying to decide on their tech stack and looking to avoid too many suppliers. The QA platform is particularly excellnt **What do you dislike about Puzzel CX Platform?** No real downsides although depth of feature when you offer so much always has the potential to be restricted. That isnt a real issue for most of us and I think they have a strong roster of partners to help on that front if needed. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Customer centricity across the operation and access to data that we can connect easily. They also tie things up neatly to ensure we only get what we need and so economically they work out great. ### 33. Great tool for gaining insights into conversations that improve your performance. **Rating:** 5.0/5.0 stars **Reviewed by:** Mikkel B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Puzzel CX Platform?** Capturi provides you with excellent insights into how you can improve the conversations you have with your customers. With Capturi, you can delve deep into analyzing individual words as well as phrases in context. This way, Capturi can help you gain insights into which words are more effective, ultimately boosting your sales or creating better customer dialogue. **What do you dislike about Puzzel CX Platform?** I have yet to identify any drawbacks or disadvantages associated with utilizing Capturi. **What problems is Puzzel CX Platform solving and how is that benefiting you?** . ### 34. Perfect for what we needed **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua K. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2023 **What do you like best about Puzzel CX Platform?** Ease of use! does exactly what you need it to, without bombarding you with unessarcy extras **What do you dislike about Puzzel CX Platform?** Being an evolving product it's prone to bugs, but the team work quickly to get it looked at and fixed, **What problems is Puzzel CX Platform solving and how is that benefiting you?** Allowing us to know when to put people in the right place to answer our customers when they need us ### 35. Super intelligent platform **Rating:** 5.0/5.0 stars **Reviewed by:** Elmir S. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Puzzel CX Platform?** The platform has helped us to develop our sales team with lots of data **What do you dislike about Puzzel CX Platform?** I don't have much bad to say about Capturi. It can do what we have expected. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It has given us good insights into how we speak to our members and which bad habits we have. It has, among other things, resulted in an increased turnover and more focus on sales psychology ### 36. Recommend Puzzel - Easy to use and great reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Zehra H. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Puzzel CX Platform?** Reporting and the way it is easy to use. You can easily set up new agents and keep a close eye on team performance including call recordings. **What do you dislike about Puzzel CX Platform?** Nothing as it currently stands, I am happy how Puzzel is set up for my team. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Puzzel for our Service Desk team Puzzel provides easy access and visibility of call volumes and how our agents handle them. This allows us to have a close eye on performance and ensure the best service is provided to the business we support. ### 37. A tool there gives us so much insight in communication with our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Sissel N. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Puzzel CX Platform?** Capturi is a very easy tool to implement and work with. It gives us great value/insight in how we still can improve our customer satisfaction. **What do you dislike about Puzzel CX Platform?** Nothing we are very much satisfied with the tool **What problems is Puzzel CX Platform solving and how is that benefiting you?** To get good information on customers here and now perception with there communication, and how we can improve this. ### 38. Capturi is a great tool to understand our customers and our processes even better. **Rating:** 5.0/5.0 stars **Reviewed by:** Janne K. | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Puzzel CX Platform?** Capturi is very intuitive and it is very easy to find insights that are usefull for my projects. **What do you dislike about Puzzel CX Platform?** The user adminstration is not practical for our organisation. However AD logon will be helpful in the future. **What problems is Puzzel CX Platform solving and how is that benefiting you?** - Easy access to calls - Easy access to customer insights - e.g. why they have called ### 39. Puzzel helping us to make good customer service easy **Rating:** 5.0/5.0 stars **Reviewed by:** Bjørn B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Puzzel CX Platform?** Nice user interface. Puzzel is easy to use for our agents, everyone can customize their user profile. It is easy to use for our managers, we can generate reports fast and easy. **What do you dislike about Puzzel CX Platform?** Nothing to say about this, the system works very well. I have nothing else here. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel is our Contact Cebter solution. Helps us handle telephone calls, emails, chat and more. The system works as it should when it should and it rarely breaks down. ### 40. Usefull and fantastic insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Puzzel CX Platform?** Very user-friendly and can be customised continuously and quickly. I can prioritize which initiatives to take to strengthen our dialogues and create a good overview of the types of inquiries we receive. **What do you dislike about Puzzel CX Platform?** It takes times to get to know and understand the system. It's worth it :) **What problems is Puzzel CX Platform solving and how is that benefiting you?** Gives me a tool to analyze our inquiries across different criteria, and provide valuable feedback to my agents. ### 41. I'm here to help with translations. Please provide the text you would like translated from Romanian, Moldavian, or Moldovan to English. **Rating:** 5.0/5.0 stars **Reviewed by:** Hans Jørn A. | Salg- og kundeservicechef Erhvervskundecentret, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Puzzel CX Platform?** Change the way you approach customer service **What do you dislike about Puzzel CX Platform?** I haven't found any dislikes in the captures yet. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I'm sorry, but it seems there is no Romanian, Moldavian, or Moldovan text provided for translation. Could you please provide the text you would like translated? ### 42. A great application over all **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** January 17, 2023 **What do you like best about Puzzel CX Platform?** the application is really user friendly, the service is allways terrific, a really good acountmanager and a great application over all **What do you dislike about Puzzel CX Platform?** Its not as easy to learn as an admin, to get really good you need atleat a year experience with it. But once you learn it its super easy and a great tool **What problems is Puzzel CX Platform solving and how is that benefiting you?** The application is a great tool for our customerservice to take and make calls, handle chatt and Email, in one tool ### 43. The best recommendations **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Puzzel CX Platform?** Capturi is a fantastic tool to have even better dialogues with our customers as well as for the development and coaching of employees. Capturi is always ready to help when you need help and insight The best recommendations **What do you dislike about Puzzel CX Platform?** You have to invest a lot time in order to use it optimally, but it is worth it **What problems is Puzzel CX Platform solving and how is that benefiting you?** customer dialogues and coaching ### 44. Puzzel has enabled a better all round solution to our CS function **Rating:** 4.0/5.0 stars **Reviewed by:** Mark P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Puzzel CX Platform?** Flexibility, the system was introduced for the call option, but we have introduced social media as well as looking at SMS and chat. **What do you dislike about Puzzel CX Platform?** Initial onboarding, this was not a great experience and as such we struggled with using or getting the most from they system. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We are looking for omni-channel support nd this has allowed this ### 45. Puzzel review **Rating:** 4.0/5.0 stars **Reviewed by:** Rasmus W. | CSI Manager Group Service Desk, Mid-Market (51-1000 emp.) **Reviewed Date:** March 02, 2023 **What do you like best about Puzzel CX Platform?** Seamless experience, ease of use & easy integrations with 3rd party applications **What do you dislike about Puzzel CX Platform?** Limited out of the box reporting options **What problems is Puzzel CX Platform solving and how is that benefiting you?** Being able to handle multiple customer queues with autonomy for our administrators. fast & efficient call/chat handling ### 46. The great tool to improve customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Johanna B. | Marketing Executive, Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2022 **What do you like best about Puzzel CX Platform?** Puzzel gives the most important programs an opportunity to be executed first. We have improved our services to our clients and build close relationship. Close interactions with pur potential customers has enhanced increased sales. **What do you dislike about Puzzel CX Platform?** I am impressed by the performance of this product always. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel connects the company with international merchants. It has provided best sales and marketing leads that have won more clients. The digital engagement tools has improved buying experiences of our clients from various digital platforms across the world. ### 47. Very impressive **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Small-Business (50 or fewer emp.) **Reviewed Date:** January 19, 2023 **What do you like best about Puzzel CX Platform?** Youre your own admin and you can easily control the whole tool with out contacting Puzzel. Very smooth! **What do you dislike about Puzzel CX Platform?** Seriously i dont now. I have been customer for like 10 years and i cant find anything that really annoys me. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We have a large number of calls in a short period every month and other call center platforms couldnt handle all of the calls in a perfect way. Besides that i really appreciate that Puzzel stays ahead with new solutions and apps making our work fly everyday. ### 48. Puzzel app has its discrepancies but its support team responds quickly **Rating:** 3.5/5.0 stars **Reviewed by:** Lina G. | Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2022 **What do you like best about Puzzel CX Platform?** The Puzzel team responds quickly. The different view options to display the schedule of the employees and the integration between their work statuses. The forecasting is also well thought through. **What do you dislike about Puzzel CX Platform?** For some technical issues, a screen share call with the Puzzel technical support would save a lot of time in emails. Some of the issues tend to reocurr such as adherence to schedule not reflecting the reality (our ticketing system). **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel allows everyone to view the schedule live and organize their work accordingly and it provides great reports to complete needed headcount calculation. ### 49. user friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Mid-Market (51-1000 emp.) **Reviewed Date:** January 10, 2023 **What do you like best about Puzzel CX Platform?** Easy to use as admin as well as our customercenter employees **What do you dislike about Puzzel CX Platform?** Tacking of cases that we as customer reports. To our understanding there is a new solution to this matter in january 2023. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Customer care by telephone and chat. Easy to use, to change and for statistics. ### 50. Tool needs a lot more improvement **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2022 **What do you like best about Puzzel CX Platform?** 1. Accesibility 2. User friendly 3. Straightforwardness **What do you dislike about Puzzel CX Platform?** 1. Limitation of the tool 2. Reliability 3. Functionality **What problems is Puzzel CX Platform solving and how is that benefiting you?** Not much but it does help to schedule & track the employees leaves, activities. It needs to be done very manually at first, but once done then it schedules well **Official Response from Matt Hughes:** > Thanks so much for your review. This feedback is very important to us and it allows us to focus on the improvements that are important to users like you. We are constantly updating the product. I would relish the opportunity to spend some time with you to discuss our future roadmap and to get further feedback from you especially around your concerns on some of the manual input you feel is currently required. Please do contact me via my LinkedIn and I would be happy to provide my contact details. https://www.linkedin.com/in/matt-hughes-u-wfm-ned/ - [View Puzzel CX Platform pricing details and edition comparison](https://www.g2.com/products/puzzel-cx-platform/reviews?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+06%3A32%3A05+-0500&secure%5Bsession_id%5D=763b56a1-e402-4129-a552-2721e1b2e2ee&secure%5Btoken%5D=8da099487146e85c8d5b4b3415a6da1ef71eed79332d146cd528fcf1e353cfe9&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) - 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