Puzzel CX Platform Reviews & Product Details

Conversational Intelligence at Puzzel has become an indispensable part of our customer experience strategy. In our Customer Experience department, we use it to analyze interactions, identify trends, track key topics, and maintain a clear overview of our performance. This enables us to make informed decisions, enhance customer dialogues, and continuously improve satisfaction by keeping exceptional customer experiences as our top priority.

A standout aspect of Conversational Intelligence is the dedicated support from our Customer Success Manager, Cecilie. Her expertise and proactive guidance have been invaluable in helping us. From optimizing processes to enhancing team performance, the insights we receive are both easy to understand and highly effective.

We see Conversational Intelligence as more than just a tool. It’s a strategic partner in elevating customer interactions, spotting trends early, and driving measurable improvements in satisfaction and service delivery. We highly recommend it to any company looking to take their customer experience not only to the next level - but the best level. Review collected by and hosted on G2.com.

I cannot think of any dislikes at all :-) Review collected by and hosted on G2.com.

I really appreciate the combination of the phone platform and Conversational Intelligence in Puzzel CX Platform. The CI insights make it a lot easier to understand what actually happens in customer conversations instead of guessing. I can see patterns in incoming calls and identify common customer needs, which helps in sharing those insights with colleagues so they are better prepared. Plus, it reacts rather quickly. I also find the frontend to be user-friendly. Review collected by and hosted on G2.com.

One area that could be improved is the usability of some of the analytics and reporting features. While the insights from CI are very valuable, it can sometimes be hard to extract the needed data from the 'standardized' way of working with key topics. I could use a bit more flexibility in some features. I would like the possibility of working with prompting our own key topics instead of having you guys do it. Initially, the setup was superb, but the second time around (we changed the setup half a year ago), it wasn't seamless. With TDC in the middle, it's horrible, to be completely honest. Review collected by and hosted on G2.com.

Reviewing this based on our recent purchase of the Conversational Intelligence module.

The on-boarding of the module has gone really well. From being able to tailor what queues we wanted adding for CI to analyse, to a bespoke build of the Call summary section, the process has been really impressive.

The support we have received from Christopher has been fantastic an d nothing seems to have been a problem, even with the many, many changes we have requested along the the implementation.

The insight that CI has given us is far superior to anything we have had before and nearly in real-time (given a slight 15/20 minute delay). Review collected by and hosted on G2.com.

Reviewing this based on our recent purchase of the Conversational Intelligence module.

There is very little to dislike about CI.

Anything that has been an issue, has either been resolved or explained very well.

The initial issue we had was that the calls were taking anything up to a couple of hours to be processed and available. All now resolved after a system upgrade.

One great feature to have would be the ability to see how many conversations have been processed against our contracted amount. Granted we can build internal reporting for that, but it would be good to see that in the platform itself. Review collected by and hosted on G2.com.

I appreciate that the Puzzel CX Platform provides us with an overview and modern access to a system that is easy to use. I like that everything is easy to find and adjust, and that I can very easily teach other employees and managers how the system works. It is also very convenient to quickly and everywhere have insight into the data we need. The ability to easily make adjustments ourselves and quickly adapt is important to us, especially because the dynamics on the work floor are constantly changing. Puzzel has also always been very cooperative and collaborative with us in finding solutions to any problems. Review collected by and hosted on G2.com.

What I'm a bit concerned about are the possibilities within the CX environment. For example, I want to automate certain things or create a dynamic HTML page within the Knowledge Base, but those things are (still) not possible. It's also not possible to set the Admin page in Dutch, which is problematic for some of our managers. Review collected by and hosted on G2.com.

Puzzel provides a reliable and flexible contact centre solution that works well in a regulated financial services environment. The call routing functionality is robust and allows us to manage multiple skill groups and queues effectively, which is critical for us meeting DISP and Consumer Duty expectations. The reporting capability is one of the strongest elements. Real-time dashboards and historical MI allow us to monitor performance, identify trends and react quickly. The ability to extract granular data supports root cause analysis and continuous improvement initiatives, rather than just surface-level performance monitoring. The system us generally stable and integrates with our other tech well. It supports operational oversight without being complex for frontline users. Overall, it strikes a good balance between functionality and usability, particularly for mid to large scale operations managing regulatory risk. Review collected by and hosted on G2.com.

No comments as of right now, all issues and bug fixes raised have been addressed by Puzzel, in addition to them being open to honest feedback and product feature enhancements, particularly surrounding the Knowledge Base element. Review collected by and hosted on G2.com.

Having worked with Puzzel now for just over 12 months, I have found the experience of design, build, and implementation phases seamless and highly professional. One of the most considerable qualities we were looking for in a new telephony provider was the ability to develop a partnership. We have certainly found that over the last year, we are very much a part of the puzzel team as they are within our community which I believe is an essential part of the journey when two organizations come together. A large part of that has been down to our excellent relationship with the Puzzel team on our account of Ram, Rob, Henry & Lina. Everything from architect design assistance to puzzel support for an issue has been excellent. The user interface within Puzzel Admin & Agent is brilliant and so easy to use at every level. The FLOW section for our IVR is the best I have used within a telephony platform, and changes are straightforward to make. Review collected by and hosted on G2.com.

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 think it speaks volumes about puzzel's customer service and care to its customers. Perhaps the raw data could be available on the platform itself in future which would allow us to create custom reports in puzzel rather than through excel or Power BI etc.. Review collected by and hosted on G2.com.

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 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.