Easy to use, intuitive. Best experience ever of deploying a new telephony system for me. The whole of our team have really embraced the system and worked with the team over at Puzzel. The Puzzel team have been outstanding, the support we've received has been second to none. Whilst we had some challenges/niggles it wasn't with the Puzzel system itself. The implementation was smooth, and I really felt like as a customer we matter. We have also got enhancements in our system from the outset with new features. Review collected by and hosted on G2.com.

I really can't think of any at the moment! Review collected by and hosted on G2.com.

Capturi is a great system and the possibilities just keep growing Review collected by and hosted on G2.com.

What Capturi were among the first to do well, is becoming part of phone systems, and that is making their market problematic. Review collected by and hosted on G2.com.

I like how easy it is to handle contacts in all Nordic languages with the Puzzel CX Platform. It's also very easy to administrate the system, and requires basically no training. I appreciate that it's very solid with no disturbances. It's also very cost efficient, and you get many features included. The initial setup was very easy, taking only a few days. Review collected by and hosted on G2.com.

Chat could be more improved with AI translation bots Review collected by and hosted on G2.com.

I like the CRM integration on Puzzel CX Platform which has significantly reduced our lead handling time. I'm also impressed with the AI aspects that help in maximizing the potential for our work rate. Review collected by and hosted on G2.com.

I have some frustrations with communication, especially during the setup. It's planning and clear expectations of when communication will happen to fix bugs during the hypercare period that need improvement. The onboarding was also a learning curve, though valuable. Review collected by and hosted on G2.com.

I find the Puzzel CX Platform incredibly valuable for managing customer interactions and monitoring agents' cases daily. It helps us stay organized and provides a comprehensive overview of areas that require attention and improvement. I appreciate the platform's intuitive dashboards, trackers, and insightful reports, which give us a clear view of our performance. During peak hours, I am impressed with its reliability; we experience no significant issues with handling the workload and all calls are efficiently managed within the system without errors. Additionally, the initial setup was smooth and effective, largely due to the excellent onboarding process by Josip, making the transition a positive experience. Review collected by and hosted on G2.com.

I feel the overall loading time of the Puzzel CX Platform could be improved. Although it's not a major issue since it's already quite fast, we have a strong preference for speed and efficiency. Additionally, I think the customization options for reports and subscriptions could be enhanced. I would love to create more detailed and tailored reports for my team. For example, having a better overview of trackers detected/not detected would be beneficial, similar to when creating a segment with trackers on the site. Review collected by and hosted on G2.com.

I find the Puzzel CX Platform incredibly user-friendly, making it easy to use even for new users. The platform's intuitive guidance through features like trackers enhances my experience, allowing me to utilize its capabilities effectively. I appreciate the simplicity of filtering conversations, which streamlines the process of finding specific interactions and understanding the content without having to listen to them. This functionality significantly enhances my ability to analyze service agent-customer interactions efficiently, track conversation metrics accurately, and identify customer base trends. The overall ease of use of the Puzzel CX Platform results in a seamless and productive user experience. Review collected by and hosted on G2.com.

I think keytopics could be specified more precisely for each business or there should be the possibility to input custom keywords. Additionally, searching for customers by numbers should be more flexible, allowing searches without needing to include the country code like '+45'. Review collected by and hosted on G2.com.

I really appreciate the interactivity and dashboards in Puzzel CX Platform, as they make it quite easy to use and understand. Implementing trackers to identify and manage bottlenecks becomes seamless with this tool. The way data is presented visually is impressive, allowing us to send out comprehensive reports. The user interface feels intuitive, making the overall experience pleasant. Moreover, Cecilie from the support team was especially helpful during the setup, which adds to the positive experience with the platform. Review collected by and hosted on G2.com.

I am frustrated by the limitation on report customisation in Puzzel CX Platform. I want the ability to change the main page from which standard reports are sent. This feature is essential because we need to provide personalised reports to our CEOs, ideally sending them detailed summaries in a format such as a poster or PowerPoint presentation every month. Currently, the platform does not allow for this level of customizable reporting, which limits our ability to tailor reports according to our specific strategic needs. Review collected by and hosted on G2.com.

I like that Puzzel CX Platform is easy to use and navigate, and it can be configured as an administrator without needing an IT background. I find it easy to create call flows and especially enjoy the Inline function. Our team also benefited from much help from the Puzzel solution architect during the setup. Review collected by and hosted on G2.com.

I still feel there are areas around our access numbers that could give us further control instead of relying on Puzzel to configure them. I would also like more control over access to customer insight surveys. Review collected by and hosted on G2.com.

I truly appreciate how professional and attuned Puzzel CX Platform was to our business needs and how aligned Puzzel was to our culture during our initial interaction. The setup of the platform was smooth and trouble-free, thanks to the collaborative planning with the Puzzel team. I find the system highly configurable to our needs while remaining easy to use, which significantly enhances efficiency and time-saving in our operations. I enjoy the robust analytics and reporting features that Puzzel CX Platform provides, which have proven to be extremely beneficial. The potential in Conversation Intelligence capability is really promising, with expectations of improved efficiency by enabling advisors to handle more calls due to reduced time on task summarization and call reason assignment. Lastly, the people behind Puzzel make it more appealing - they are brilliant representatives of the brand, creating technology that reinforces our commitment to continue using their services. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.

Conversational Intelligence of Puzzel was easy to implement and integrate and is user-friendly. We use it daily in our contact center for analysis, agent follow-up, and coaching. The excellent AI features have helped us identify efficiency and quality-related issues more quickly. For instance, we have been able to pinpoint the frequency and nature of knowledge gaps and critical errors more effectively. Through conversational intelligence reports, we have also received a more detailed understanding of the topics of customer transactions. As a result, we have been able to improve agent training and coaching, which has led to higher CSAT scores and even stronger partnerships. The Puzzel support team is always willing to answer questions and meet specific needs. I highly recommend Conversational Intelligence. Review collected by and hosted on G2.com.

Nothing in particular. Perhaps the coaching feature of Conversational Intelligence could be even more developed. Review collected by and hosted on G2.com.