--- 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 ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications Enterprise (\> 1000 emp.) 10/29/2024 "Unlocking valuable insights and extending the quantitative and qualitative data foundation" 4.5/5 What do you like best about Puzzel CX Platform? By utilizing Capturi insights, we have enabled a new data layer to our quantitative as well as qualitative analysis, making our data foundation stronger and more trustworthy. The tool itself is very intuitive and easy to use, making it useable in a broader perspective across several departments. The customer support is flawless and there's always a helping hand, when in need. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Having basic access, with the ability to see data and listen to calls, is very easy to do. However, when wanting to dig deeper into insights by setting up trackers or building dashboards, it quickly becomes complicated with a steep learning curve. I will however say, that I am sure the proper support will be available, when wanting to onboard more 'hardcore' data people. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? It helps us identify root causes for calls while also optimizing our ways of working by identifying areas for improvement. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic AD Ali D. Support Consultant Enterprise (\> 1000 emp.) 5/28/2024 "Puzzel Contact Suite Center" 5/5 What do you like best about Puzzel CX Platform? The Contact Suite Center is exceptionally seamless and intuitive. The web agent is not only fast but also visually appealing. The platform boasts rich, modern features. The team behind Puzzel is outstanding. They are always available to assist and excel at providing tailored solutions to meet our needs. We utilize Puzzel daily across 30 business units, accommodating several hundred users. Team leads and managers are highly satisfied with the straightforward reporting and statistical tools. The implementation of Puzzel was carefully planned and executed. Additionally, it integrates seamlessly with ServiceNow. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? So many features, that you do not know where to begin :) Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? They assisted us in designing a seamless and aligned contact center across all our business units. We required 99% uptime reliability, which they provided without issue. Additionally, we needed a mobile-friendly contact center for our on-duty agents, which they successfully delivered. 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-9710645/official_response/edit) Thank you for your fantastic review! We're thrilled to hear that Puzzel Contact Suite Center has met your expectations with its seamless and intuitive platform, rich features, and visually appealing web agent. It's wonderful to know that our team has provided outstanding support and tailored solutions for your needs across 30 business units. We appreciate your feedback on our straightforward reporting and statistical tools, and we're glad the implementation was smooth and well-executed. Your satisfaction with our integration with ServiceNow and our ability to meet your requirements for uptime reliability and mobile-friendly features is incredibly rewarding. Your positive feedback encourages us to continue improving and expanding our feature set to better serve you. Thank you for being a valued customer! Morgan Sandberg Customer Marketing Director Current UserValidated ReviewerIncentivizedSource: Seller invite BS Brayan S. Business Support Specialist Mid-Market (51-1000 emp.) 5/29/2024 "Ease of use hard to configure" 4/5 What do you like best about Puzzel CX Platform? The connected modules enable ease of use for our customer support, making it simple for agents to learn and understand. Additionally, Puzzel provides fast and reliable support. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? The absence of fully integrated modules such as reports and customer databases is noticeable. It's complicated to set up and configure certain permissions, like filters and queues. The requirement of PCC to activate certain PCM and insight features. The report builders lack of features and need of creating new report for simple changes when it comes to schedueled reports. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Connecting multiple services into a single platform enables data sharing and service integration. This allows users to reduce the number of logins to different systems. View reports and statistics for calls and tickets. Additionally, it facilitates the central configuration and setting of rules, rather than relying on individual or departmental rules. 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-9716067/official_response/edit) Thank you for your detailed feedback! We're pleased that Puzzel's connected modules make customer support easier for your agents and that our support team is meeting your expectations. We understand the challenges you've faced with setting up permissions and the need for more integrated modules. We're continuously working to improve these areas, including enhancing the report builder and simplifying configuration processes. Your insights are invaluable as we strive to create a more seamless experience. Thank you for highlighting how Puzzel benefits your operations by integrating multiple services and streamlining data sharing. Thanks, Morgan Sandberg Customer Marketing Director Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Non-Profit Organization Management](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Non-Profit Organization Management") EN Verified User in Non-Profit Organization Management Mid-Market (51-1000 emp.) 9/29/2024 "Pia's exceptional support at Capturi is beyond expectations: Driving innovation and new insights" 4.5/5 What do you like best about Puzzel CX Platform? What I like best about Capturi is the outstanding support we receive, especially from Pia. She goes beyond simply addressing our requests by proactively challenging us to think differently and use the data in ways we hadn’t considered before. Her availability, expertise, and willingness to push us toward new insights have truly enhanced our experience and maximized the value we get from the platform. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Honestly, at this point, I can't think of anything that I dislike. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Capturi nos está ayudando a comprender grandes volúmenes de datos de conversación, lo que está mejorando nuestra comprensión de las interacciones con los clientes. Aunque todavía estamos en el proceso de aprender a utilizar completamente la plataforma, ya nos está permitiendo tomar decisiones más basadas en datos, identificar tendencias y mejorar nuestros procesos. A medida que continuamos creciendo en nuestro uso de Capturi, anticipamos beneficios aún mayores en la mejora del servicio al cliente y la eficiencia operativa. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Jukka P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jukka P.") JP Jukka P. Customer Contact & Telephony specialist Enterprise (\> 1000 emp.) 4/11/2024 "Puzzel is the puzzle with all pieces in good order" 4.5/5 What do you like best about Puzzel CX Platform? In Puzzel normal agent workflows are designed with care and knowledge based on the facts how agents work. Puzzel Agent provides all channels with clever routing . it is very flexible in the way how many user/queue/service level settings can be adjusted meeting on spesific demands. That kind of flexible thinking and implementation is done with good customer oriented attitude and approach. In Admin tool it is very handy to have a transparency how different services and queues have been built up and you can easily try out different business rule scenarios eg. with limited amount of agents. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Well, that are not that many to mention: maybe nothing to complain about the existing features - But thinking about future so sophistificated service would be needed for recording the contacts. AI assistance to analyze customer mood, customer-agent-customer behaviour, language quality used in written contact like chats, eForms etc. So this kind of facilitating AI-based service for better next actions with customer. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Puzzel is solving heavily the challenge of prioritizing channels and services/queues . You can easily categorize emails and eTasks in eg. 2-5 priority classes and top of that calls and chats can be prioritized so that customer expectations can be easily optimized. 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-9528541/official_response/edit) Thank you Jukka for your wonderful review! We're thrilled that you see Puzzel as the puzzle with all pieces in good order. We appreciate your feedback on our carefully designed agent workflows, clever routing across all channels, and flexible user settings that meet specific demands with a customer-oriented approach. Your insights on use cases enhancing future AI enhanced analysis features are very valuable. It's fantastic to hear how Puzzel is effectively prioritising channels and services, optimising customer expectations through categorized emails, eTasks, calls, and chats. We're committed to continuously improving our services to better serve you. Thank you for sharing your experience and suggestions with us! Morgan Sandberg Customer Marketing Director Current UserValidated ReviewerIncentivizedSource: Seller invite AE Andreas E. Sales Manager Small-Business (50 or fewer emp.) 2/20/2024 "Easy to learn, Easy to use." 5/5 What do you like best about Puzzel CX Platform? Ther support-team! Helpful, fast, and understandning. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I would like to be able to delete old call-lists in The differential projects to get a vetter overview. As I know, this is not possible to do att the moment? Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? It increases our efficiency to contact potential customers. 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-9306546/official_response/edit) Hi Andreas, Thank you for sharing your positive experience with Puzzel! We're delighted to hear that you find our platform easy to learn and use. We're thrilled that our support team has made such a positive impression on you. Providing helpful and prompt assistance is a top priority for us, and it's rewarding to know that our efforts have been appreciated. Regarding your feedback about deleting old call lists in the differential projects for a better overview, we understand the importance of this feature and will explore possibilities for its implementation in the future. It's wonderful to hear that Puzzel is increasing your efficiency in contacting potential customers. Helping businesses like yours streamline processes and improve productivity is what drives us forward. Thank you again for your feedback and for working with us at Puzzel. We're here to support you every step of the way! Best regards, Morgan Sandberg Customer Marketing Director 11/8/2024 Current UserValidated ReviewerSource: Organic ![Ellen B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ellen B.") EB Ellen B. Customer Manager Mid-Market (51-1000 emp.) 3/22/2024 "Complete solution with flexibility" 3.5/5 What do you like best about Puzzel CX Platform? There are a multitude of different customer service platforms on the market and it is a tricky tast to navigate what to choose. What we liked with Puzzel was that it feels lika a small start up, but with the stability and products of but with a large enough customer portfolio to be a stable company to work with. And also that we can successively add more solutions as the needs change and and as we as a customer service develop . Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? We are still waiting for a complete solution for handeling SoMe, as we were promised would be reelesed by Q4. Also some trouble shooting has been a little slow, but I think that has been sorted out. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? It solves the problem that we previously had different platforms depending on the channel, and that we also have the option of connecting our CRM system to this for a 360 customer view. 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-9463679/official_response/edit) Hi Ellen, Wow! Your review made our day! Thrilled that you find Puzzel as the perfect blend of flexibility and stability. Your confidence in us fuels our drive to keep delivering top-notch solutions. We hear you loud and clear about the SoMe solution, and rest assured, we're on it! Your feedback helps us fine-tune and speed up our troubleshooting process. Thanks for letting us be part of your journey to AI enhanced and unified customer service platforms and 360° customer views. Cheers, Morgan Sandberg Customer Marketing Director Current UserValidated ReviewerIncentivizedSource: Seller invite ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") CT Verified User in Telecommunications Small-Business (50 or fewer emp.) 3/12/2025 "A fantastic multi channel communications platform with AI capabilities" 5/5 What do you like best about Puzzel CX Platform? Ease of use, the platform makes it incredibly easy to manage multiple channels of communication from one place Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? I cannot think of or recall any elements that I would class as dislikes Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? the problem of managing lots of different channels of communication in different places, Puzzel solves this 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-10934854/official_response/edit) Thanks for the awesome review! We're excited that you find Puzzel so easy to use and that it simplifies managing multiple communication channels. It's fantastic to hear you have no dislikes! We're here to keep making your experience even better. Please let me know if you have any questions or comments. Best regards, Morgan Sandberg Customer Marketing Director Validated ReviewerSource: G2 invite on behalf of seller ![Verified User in Health, Wellness and Fitness](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Health, Wellness and Fitness") AH Verified User in Health, Wellness and Fitness Mid-Market (51-1000 emp.) 10/29/2024 "Good and clear portal" 4/5 What do you like best about Puzzel CX Platform? Helps me keep good track of teams, queues, and other things. Can quickly correct if needed. Very good statistics function. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? The latest upgrade of the portal was poorly communicated. The fact that the consumer language is in English may be acceptable, but such important information regarding login is a disaster not to be communicated more clearly. It is very remarkable that your support was not aware of this either on the same morning. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Setup of queues, statistics Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated AR Anna R. Mid-Market (51-1000 emp.) 3/6/2024 "Excellent system for analyzing employee’s performance on customer calls." 5/5 What do you like best about Puzzel CX Platform? Easy to use to evaluate employee performance. By tracking metrics like call handling times and customer satisfaction scores, it provides real-time insights for immediate feedback and coaching. Additionally, it helps us identify trends over time, enabling proactive decision-making to enhance overall performance and customer experience. In short, it's a valuable tool for optimizing workforce efficiency and effectiveness. Review collected by and hosted on G2.com. What do you dislike about Puzzel CX Platform? Nothing I can think of right now. Of course, there are features we request, but we feel listened to and Capturi is trying to develop for us. Our Customer Success person is great and we have really good co-operation. Review collected by and hosted on G2.com. What problems is Puzzel CX Platform solving and how is that benefiting you? Capturi helps us analyze our customers' behavior and how we can, for example, in an early state catch a customer who is about to leave us. And also, as written before, Capturi help us analyze our employee’s performance which we can use in our coaching work. Review collected by and hosted on G2.com. 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