# 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:** 149 ## 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agent attrition, rising customer expectations, and growing operational costs, many leaders find themselves stuck with outdated systems and disconnected tools.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 commend the **ease of use** of Puzzel CX Platform, appreciating its intuitive design and simple setup process. (48 reviews) - Users value the **responsive customer support** of Puzzel CX Platform, enhancing their overall satisfaction and experience. (37 reviews) - Users find Puzzel CX Platform's **helpfulness** in resource allocation and AI features enhances overall productivity and efficiency. (36 reviews) - Users commend the **efficiency** of the Puzzel CX Platform, enhancing resource allocation and streamlining data gathering processes. (29 reviews) - Users praise the **intuitive interface and comprehensive reporting** of Puzzel CX Platform, enhancing their overall experience and efficiency. (24 reviews) - Users find Puzzel CX Platform **intuitive and user-friendly** , enhancing customer support through seamless interconnectivity and rich features. (20 reviews) - Users appreciate the **user-friendly interface** of Puzzel CX Platform, making complex tasks manageable without overwhelming frontline staff. (20 reviews) - Call Management (16 reviews) - Easy Setup (16 reviews) - Simple (16 reviews) **What users dislike:** - Users feel the **missing features** of Puzzel CX Platform limit their control and complicate setup and reporting processes. (13 reviews) - Users note **limited customization** options on Puzzel CX, hindering control over reports and access configurations. (12 reviews) - Users highlight the need for improved **reporting capabilities** in Puzzel CX, including better customization and efficiency. (8 reviews) - Users note that **slow loading times** can hinder their experience, particularly during peak hours in certain regions. (7 reviews) - Users experience **call processing delays** and find dialer functionality development lacking, impacting their overall satisfaction. (6 reviews) - Users find the **complexity of setup and configuration** for Puzzel CX Platform frustrating, impacting usability and efficiency. (6 reviews) - Inadequate Reporting (6 reviews) - Users note a significant **lack of clarity** in module integration and configuration, hindering overall experience and expectations. (6 reviews) - Users find the **learning curve challenging** , noting difficulty in mastering features and setup, despite eventual benefits. (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. Valuable insights and the best support! **Rating:** 5.0/5.0 stars **Reviewed by:** Christina L. | CX Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** I cannot think of any dislikes at all :-) **What problems is Puzzel CX Platform solving and how is that benefiting you?** We now have a clearer understanding of customer needs, enabling us to make informed decisions and align our service strategy more closely with our with our top priority being customer experiences. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re thrilled to hear that Conversational Intelligence has become such an integral part of your customer experience strategy. It’s fantastic to know that the insights are helping you make informed decisions, improve dialogues, and keep exceptional customer experiences at the heart of your work. We’ll be sure to share your kind words with Cecilie, her dedication and expertise truly make a difference, and we’re delighted that her support has been so valuable to your team. Your recommendation means a lot to us, and we’re excited to continue partnering with you to elevate customer interactions and drive measurable improvements. Thank you for trusting Puzzel as your strategic partner! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 2. Efficient CI Insights, Could Use Better Analytics **Rating:** 4.0/5.0 stars **Reviewed by:** Søren S. | Enterprise (> 1000 emp.) **Reviewed Date:** March 10, 2026 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform saves us time by eliminating call tagging and, with Conversational Intelligence, helps navigate incoming calls. It provides insights into customer conversations, allowing us to understand customer needs better and prepare colleagues effectively. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re really happy to hear how helpful you find the combination of our phone platform and Conversational Intelligence, especially in understanding customer needs and supporting your team. We also appreciate your honest feedback about analytics flexibility, topic setup, and the recent onboarding experience. Insights like these genuinely help us improve, and we’ll make sure they’re shared with the right teams. Thanks again for taking the time to share your experience, we’re glad Puzzel CX Platform is helping you save time and work more efficiently! Best wishes, Bróna O'Donnell ### 3. Impressive Onboarding and Support with Powerful Real-Time Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Stuart P. | WFM and Operations Data Reporting Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 17, 2025 **What do you like best about Puzzel CX Platform?** 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). **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 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Not so much solving a problem, but providing easy to read and understand analytics on what the main call drivers are based on real conversations, not agent driven button clicks. The ability to quickly drill down into the actual conversations related to the call drivers is brilliant, also the ability to quickly pick out calls where a customer may not have had a great experience. Seeing the agent coaching cards and what CI feels the agents could work on to provide an even better experience has made those types of conversations so much easier. **Official Response from Brona O'Donnell:** > Hi Stuart Thank you for sharing your experience with the Conversational Intelligence module! We’re thrilled to hear that the onboarding process went smoothly and that the ability to tailor queues and build a bespoke Call Summary section met your expectations. It’s fantastic to know that the insights from CI are already making a big impact and providing near real-time analytics - exactly what we aim for! A special shout-out to Christopher for delivering such great support throughout the implementation. We’ll make sure your feedback reaches him. We appreciate your suggestions around visibility on processed conversations and contracted amounts - this is valuable input that helps us improve. Thank you again for taking the time to share your thoughts and for being part of the Puzzel community! Thanks, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 4. Clear and user-friendly, but still room for growth **Rating:** 4.0/5.0 stars **Reviewed by:** Jasper B. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use the Puzzel CX Platform for telephone customer service and time tracking. It solves problems of our outdated system by providing modern access and easy operation. It offers an overview, is easy to customize, and allows for quick switching with important data. **Official Response from Brona O'Donnell:** > Thank you so much for sharing such a thoughtful and detailed review of the Puzzel CX Platform! We're thrilled to hear that you value the platform’s clarity, ease of use, and modern interface. It’s wonderful to know that you can quickly find what you need, make adjustments with confidence, and easily teach colleagues and managers how the system works. We’re especially glad that the flexibility and real‑time data insights are supporting your team in such a dynamic environment. Your recognition of our collaboration and support truly means a lot - we’re always committed to partnering with customers to find the right solutions. We also really appreciate your constructive feedback about the CX environment, automation options, dynamic HTML in the Knowledge Base, and language availability in the Admin interface. Improvements in these areas are important, and feedback like yours helps guide our roadmap as we continue to evolve the platform. It’s great to hear that Puzzel has helped you move beyond an outdated system by providing more modern tools, better visibility, and faster ways to adjust to the needs of your customer service team. Thanks for being apart of the Puzzel community! Bróna O'Donnell Customer Marketing Manager ### 5. A Great Strategic Relationship **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2026 **What do you like best 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 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The complexity of obtaining usable and easily accessible data at your fingertips within a highly regulated environment. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review of the Puzzel CX Platform! We’re really pleased to hear that the platform supports your regulated financial services operations, especially with its reliable call routing, strong reporting tools, and easy access to granular data. It’s great to know the system balances functionality and usability while integrating well with your wider tech stack. We also appreciate your recognition of our responsiveness to fixes and openness to feedback, particularly around Knowledge Base enhancements. Thank you again for sharing your experience and for being a valued Puzzel customer! Bróna O'Donnell Customer Marketing Manager ### 6. Puzzel UK review - Max T **Rating:** 5.0/5.0 stars **Reviewed by:** Max T. | Capacity Planning Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Puzzel CX Platform?** 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. **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 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.. **Recommendations to others considering Puzzel CX Platform:** Would 100% recommend Puzzel as a partner for any company looking to bring in omnichannel/telephony channels **What problems is Puzzel CX Platform solving and how is that benefiting you?** We have realized the benefit of flexible working with Puzzel, and as mentioned, we have done this through homeworking through the ongoing pandemic. We have launched a Knowledge Tool, WFM system including quality & performance management & schedule adherence. These are areas we have previously done manually using spreadsheets and various other systems so the seamless implemenation of these areas was excellent. As i mentioned above one of the main and probably the most crucial benefit was the partnership and the sense of the teamwork between puzzel and ourselves. I think given the last 18 months for us all during the pandemic has been a real challenge, with many of us having to change the way we work. We have changed our contact centre a great deal this last year and Puzzel has assisted us in that through the excellent customer service they provided along with a solid platform itself. ### 7. Efficient and Responsive, But Implementation Speed Can Improve **Rating:** 5.0/5.0 stars **Reviewed by:** Marcel D. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Puzzel CX Platform?** What I like most is that Puzzel CX Platform really thinks along and does something with the feedback we give. It helps with proper implementation and also has clear, straightforward reports. **What do you dislike about Puzzel CX Platform?** Perhaps the speed of implementation. I also understand that occasionally some IT capacity is needed to accomplish certain things. But that could sometimes be a bit faster. It took a bit longer than I had hoped. In itself, it was easy, but it did require some pushing and pulling to get it arranged. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use the Puzzel CX Platform in our facility call center to handle customer contacts. I like that Puzzel thinks along with us and does something with our feedback, and it provides clear reports. **Official Response from Raïsa van Olden:** > Hello Marcel, Thank you so much for your thoughtful review! We’re really glad to hear that you value how our team collaborates with you and acts on your feedback - that’s exactly the kind of partnership we strive for. It’s also great to know that the reporting and implementation support are making a positive impact in your call center operations. We appreciate your honest feedback on implementation speed as well. We understand how important timely delivery is, and we’re continuously working to streamline our processes and improve coordination - especially when IT dependencies are involved. Thanks again for sharing your experience with us. Your feedback helps us keep improving! ### 8. Outstanding Support and Seamless Telephony Deployment with Puzzel **Rating:** 4.5/5.0 stars **Reviewed by:** Lissa W. | Director of SME Customers, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** I really can't think of any at the moment! **What problems is Puzzel CX Platform solving and how is that benefiting you?** Our previous partner I felt made a number of promises to us that weren't delivered. With Puzzel we've got a system which can grow with us. We've also got a number of new features and benefits that whilst we're in the early days of, will make huge differences to us. We're really customer centric and put the customer at the heart of what we do, but no organisation is perfect, so we'll use Puzzel and more specifically Conversation Intelligence to get better and do better for our customers. **Official Response from Brona O'Donnell:** > Thank you so much for your fantastic review! We’re thrilled to hear that the Puzzel CX Platform has been easy to use and intuitive, and that your experience deploying the new telephony system was the best you’ve ever had. It’s great to know your team has embraced the solution and that our support team made you feel valued throughout the process. We’re especially pleased that the implementation was smooth and that the enhancements and new features are already making a difference for you. Your feedback about scalability and Conversation Intelligence aligns perfectly with our mission to help customer-centric organizations continuously improve. Thank you again for sharing your experience, we’re excited to continue supporting your journey and helping you deliver even better experiences for your customers! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 9. Capturi saves time and gives better insights **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 04, 2023 **What do you like best about Puzzel CX Platform?** Capturi is a great system and the possibilities just keep growing **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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** In our call center, Capturi helps us track: - if agents say, what we train them to - if customers are happy with us - if new topics are trending and a lot more It also helps us find relevant conversations to listen to, when we we need to know, what customers say about a certain topic or which strategies work best during conversations. You never run out of possibilities, when using Capturi. You run out of time. ### 10. Seamless Multilingual Contact Management **Rating:** 4.5/5.0 stars **Reviewed by:** Johanna P. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2026 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** Chat could be more improved with AI translation bots **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform to handle contacts seamlessly in all Nordic languages. It's easy to administer, requires almost no training, is very solid without disturbances, and is cost-efficient with many included features. **Official Response from Brona O'Donnell:** > hank you so much for taking the time to share your feedback on Puzzel CX Platform! We’re delighted to hear that handling contacts across all Nordic languages feels easy and seamless for you, and that the platform’s reliability, simple administration, and cost‑effectiveness are delivering real value in your day‑to‑day work. It’s great to know the initial setup experience was smooth too. We also truly appreciate your suggestion around improving chat with AI translation bots. Feedback like this helps us prioritise enhancements that make a meaningful difference, and we’ve shared your input with our product team. Thank you again for being a Puzzel customer and for contributing your insights on G2 — it really helps others understand what the platform can offer. If there’s ever anything we can support you with, we’re here to help! Bróna O'Donnell Customer Marketing Manager ### 11. CRM Integration Shines, Needs Better Communication **Rating:** 4.0/5.0 stars **Reviewed by:** Josh I. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform addresses lead management and call recordings, with CRM integration halving our lead handling time and maximizing potential for work rate. **Official Response from Raïsa van Olden:** > Hello Josh, We really appreciate you sharing such detailed insights into your experience with Puzzel CX Platform! It’s great to hear that the CRM integration and AI capabilities are helping you reduce lead handling time and work more efficiently - exactly what we aim to deliver. We also take your feedback on communication during setup and the hypercare period seriously. Setting clear expectations and ensuring timely updates is something we’re actively working to improve, and your input helps highlight where we can do better. It’s encouraging to know that, while onboarding came with a learning curve, it ultimately delivered value. We’re focused on making that experience smoother and more intuitive moving forward. Your perspective is incredibly helpful as we continue refining both our platform and the overall customer experience. ### 12. Organized Excellence with Puzzel CX Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Philip P. | WFM, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 03, 2025 **What do you like best about Puzzel CX Platform?** 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. **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 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform to handle customer interactions and track agents' ongoing cases, leading to improved organization and efficiency. It provides clear insights and supports quality coaching directly within the system, enhancing our team's performance. **Official Response from Brona O'Donnell:** > Hi Philip, Thank you so much for sharing your experience with Puzzel CX Platform! We’re thrilled to hear that the platform helps you stay organized and provides the insights you need to manage customer interactions effectively. It’s great to know that the dashboards, trackers, and reports are making a positive impact, and we’re especially happy that the onboarding process with Josip made your transition smooth and successful. We appreciate your feedback on loading times and report customization - these are valuable insights that help us improve. Our team is continuously working to enhance speed and flexibility, and your suggestions will be taken into account as we evolve the platform. Thank you again for your thoughtful review and for being part of the Puzzel community! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 13. User-Friendly Interface with Effective Conversation Tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Mikkeline W. **Reviewed Date:** November 28, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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'. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform to easily track and analyze service conversations, improving efficiency by identifying trends without listening to every conversation. **Official Response from Brona O'Donnell:** > Hi Mikkeline, Thank you for taking the time to share your experience with the Puzzel CX Platform on G2! We’re thrilled to hear that you find the platform intuitive and user-friendly, and that features like trackers and conversation filtering are helping you analyse interactions more efficiently. Your suggestions around custom keywords and flexible number searches are incredibly valuable—we’ll make sure they’re shared with our product team as we continue to improve. We appreciate your insights and your partnership in shaping a better customer experience. If you’d like to discuss your ideas further, feel free to reach out anytime! Best regards, Bróna O'Donnell, Customer Marketing Manager ### 14. Interactive Dashboards, Limited Custom Reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Ella P. **Reviewed Date:** November 19, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** 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. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform for data analytics to improve customer service, identify bottlenecks, and perform root cause analysis, enhancing our understanding of knowledge gaps. Its interactive dashboards and data visualisation simplify reporting and decision-making. **Official Response from Raïsa van Olden:** > Hello Ella, Thank you so much for sharing your experience with the Puzzel CX Platform! We’re really happy to hear that the dashboards and visual reports are making your work easier, and that the platform helps you spot bottlenecks and understand your data more clearly. We’ll make sure to pass your kind words on to Cecilie - glad to hear she was able to help you during the implementation! We also appreciate you calling out the limitations around report customisation. That kind of feedback is incredibly helpful. Being able to tailor reports for different audiences is important, and we understand how valuable more flexibility would be. We’ve passed your comments to our product team so they can take this into account as we continue improving the platform. Thanks again for taking the time to leave a review. We're glad to have you with us, and if there’s ever anything more we can help with, just let us know! ### 15. Intuitive and Admin-Friendly with Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob H. **Reviewed Date:** January 07, 2026 **What do you like best 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 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. **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 like more control over access to customer insight surveys. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform helps with customer interactions and call routing. It's easy to use and configure as an admin without IT knowledge, thanks to features like the call flow and the Inline function. **Official Response from Brona O'Donnell:** > Thank you so much for sharing your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and configure without needing an IT background, and that features like call flows and the Inline function have been helpful for your team. It’s also great to know that our solution architect was able to support you during setup - that’s exactly the kind of experience we aim to deliver. We appreciate your suggestions around access numbers and survey controls. Feedback like yours helps us identify areas for improvement, and we’ll make sure to share this with our product team. Thank you again for taking the time to leave a review and for being part of the Puzzel community! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 16. Exceptional Support and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Richard T. **Reviewed Date:** October 28, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** Nothing **What problems is Puzzel CX Platform solving and how is that benefiting you?** I find Puzzel CX Platform configurable and user-friendly, providing detailed analytics that enhance efficiency and save time. The analytics and conversational intelligence help my team handle more calls efficiently. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re truly grateful for your kind words and thrilled to hear how well the Puzzel CX Platform aligns with your business needs and culture. It’s fantastic to know that the setup process was smooth and that our team’s collaboration made a positive impact. We’re especially glad you’re finding value in the configurability, ease of use, and robust analytics - these are exactly the kinds of efficiencies we aim to deliver. Your excitement about our Conversation Intelligence capabilities is inspiring, and we’re committed to helping your advisors achieve even greater productivity. And thank you for the shoutout to our team! We’re proud of the people behind Puzzel and their dedication to creating technology that supports your success. Looking forward to continuing this journey with you! Warm regards, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 17. Puzzel Conversational Intelligence: Powerful AI and Outstanding Support Boost Our CSAT **Rating:** 5.0/5.0 stars **Reviewed by:** Anders L. | Operations specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2025 **What do you like best about Puzzel CX Platform?** 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. **What do you dislike about Puzzel CX Platform?** Nothing in particular. Perhaps the coaching feature of Conversational Intelligence could be even more developed. **What problems is Puzzel CX Platform solving and how is that benefiting you?** 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. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re thrilled to hear how Puzzel’s Conversational Intelligence has made a meaningful impact in your contact centre. It’s fantastic to know that the AI features are helping you uncover insights and address knowledge gaps more effectively. We also appreciate your feedback on the coaching feature, it’s incredibly valuable as we continue to enhance the platform. And of course, we’re delighted that our support team has been able to meet your needs along the way. Thanks again for your recommendation and for being a part of the Puzzel community! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 18. Seamless Transition **Rating:** 5.0/5.0 stars **Reviewed by:** Philip H. | Director, Mid-Market (51-1000 emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Puzzel CX Platform?** Moving from a different vendors platform was quite daunting and presented a huge risk to our business continuity and not wanting any downtime. We managed to move on to Puzzel without any issues. What sold the system to us was that the interface is easy to use and configure. Puzzel is much more cost effective than our previous system. **What do you dislike about Puzzel CX Platform?** Not sure yet as I'm not a day to day user of the sysem. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The biggest problem that Puzzel is solving is agent utilisation and reporting. **Official Response from Morgan Sandberg:** > Hi Philip! Thank you for sharing your experience! We’re glad the transition to Puzzel went smoothly and that you’re finding the platform user-friendly and that you save money with us. It’s great to hear that it’s also helping with agent utilisation and reporting — that’s exactly what we aim for! We really value your feedback! Best regards, Morgan Sandberg Customer Marketing Director ### 19. Straightforward Setup with Some Limitations **Rating:** 3.5/5.0 stars **Reviewed by:** Rasmus J. **Reviewed Date:** October 22, 2025 **What do you like best about Puzzel CX Platform?** I appreciate the straightforward and user-friendly setup of the Puzzel CX Platform, particularly for the sub search. It's neat and easy to use, making my data gathering tasks more efficient. I also find the way But Studio allows for strict configuration of chatbots very helpful. This setup enables us to trace back every chat log and understand the thought process behind failures, which is great for troubleshooting and improving the chatbot's performance. Although this restrictiveness can reduce the AI's intuitiveness and broadness, the ability to have well-structured processes and solve solutions outweighs that. It's very useful to trace back logs and build solutions. The value in using Puzzel CX Platform lies in its ability to provide these clear insights and structured frameworks which benefit our work greatly. **What do you dislike about Puzzel CX Platform?** I find there are certain limitations in terms of data availability, especially concerning keyword insights and statistics. Although the setup is generally straightforward, our team encountered issues with the scraper, which is a critical component of our operations. Additionally, while the ability to set up chatbots strictly on Bud Studio is helpful, it comes at the cost of reducing the intuitive and broad capabilities of the AI, making it less 'smart.' Finally, enhancing features similar to Raffle AI or Google, particularly in terms of displaying relevant AI-generated results at the top of search queries, would align better with user expectations. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The Puzzel CX Platform helps me trace chat logs and develop solutions, making it easier to fix chatbot issues systematically. It also allows gathering and analyzing data for subsearch efficiently. **Official Response from Brona O'Donnell:** > Dear Rasmus, Thank you so much for taking the time to share your thoughtful feedback on the Puzzel CX Platform. We’re delighted to hear that you find the setup straightforward and user-friendly, especially when it comes to sub search and chatbot configuration in Bud Studio. Your recognition of how these features help streamline data gathering and troubleshooting is incredibly valuable to us. We also appreciate your constructive insights regarding areas for improvement. Your suggestions around enhancing AI-generated search results are noted and will be shared with our product team as we continue to evolve the platform to better meet user expectations. It’s great to know that Puzzel CX is helping you trace chat logs and build solutions more effectively. Your feedback plays a vital role in helping us improve and deliver even greater value to our users. Thanks again for your support and for being part of our journey. Warm regards, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 20. Effortless Customer Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Erik B. | Technology & Performance Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 21, 2025 **What do you like best about Puzzel CX Platform?** What I like best about the Puzzel CX Platform is how easy it makes it for our teams to deliver great customer experiences. Everything just works from routing to reporting and the insights we get from Conversational Intelligence really help us understand our customers and coach our agents in a meaningful way. It’s a platform that actually makes a difference in daily operations. **What do you dislike about Puzzel CX Platform?** There isn’t much to dislike, but as with any comprehensive CX platform, it can take some time to fully explore and customize all the available features. Once everything is set up, though, it runs smoothly and delivers great value. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel CX Platform helps us better understand and improve our customer interactions. By combining contact handling with Conversational Intelligence, we can identify trends, coaching opportunities, and process improvements that directly impact customer satisfaction and operational efficiency. It gives us a clear picture of what drives great service and how to continuously improve it. **Official Response from Brona O'Donnell:** > Hi Erik, Thank you so much for your thoughtful review! We’re thrilled to hear that the Puzzel CX Platform is helping your teams deliver great customer experiences with ease. It’s especially rewarding to know that Conversational Intelligence is providing meaningful insights that support both customer understanding and agent coaching. We also appreciate your feedback on the setup process. Your perspective helps us continue improving the platform to make it even more intuitive and impactful. Thanks again for sharing how Puzzel is making a difference in your daily operations. We're proud to be part of your CX journey! Warm regards, The Puzzel Team ### 21. Enhancing excellent suctomer service delivery with Puzzel **Rating:** 4.5/5.0 stars **Reviewed by:** Eric W. | Marketing Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2022 **What do you like best about Puzzel CX Platform?** AI-Powered chatbots and voicebots handles routine and repetitive tasks that saves my team more time with efficient productivity. It is easy to manage customer interactions with omnichannel contact centre via sms and social media platforms. **What do you dislike about Puzzel CX Platform?** The performance has been solid based on current improvements and integration with AI. It is easy to manage sales projects and build reliable customer relations environment. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We have been able to integrate Puzzel with customer interaction applications successfully to enhance effective engagement. The digital online customer engagement on our social media accounts and on the company websites has been performing well since we deployed this product. The number of customers has increased due to increased engagement and quick feedback from the customer support staff. **Official Response from Brona O'Donnell:** > Thank you so much for your thoughtful review! We’re thrilled to hear that the AI-powered chatbots and voicebots in the Puzzel CX Platform are helping your team save time and boost productivity. It’s great to know that the omnichannel capabilities, especially through SMS and social media, are making customer interactions easier to manage. We also appreciate your positive feedback on the platform’s performance and AI integration. It’s encouraging to hear that it’s supporting your sales projects and helping build strong customer relationships. Your comments about improved engagement and increased customer interactions since deploying Puzzel are especially rewarding. We’re glad the platform is making a real impact on your digital customer experience. Thanks again for sharing your experience, we’re grateful for your support! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 22. Elevated Customer Satisfaction and Performance **Rating:** 5.0/5.0 stars **Reviewed by:** Anne G. **Reviewed Date:** January 05, 2026 **What do you like best about Puzzel CX Platform?** We like how Puzzel CX Platform makes it easier to identify where we should focus our resources, whether on employee training, improving procedures, or other areas. The AI features are really helpful and work very well. Additionally, the initial setup wasn't difficult. **What do you dislike about Puzzel CX Platform?** Nothing **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use the Puzzel CX Platform to analyze conversations for improving employee performance and customer satisfaction. It helps identify customer reasons for contact and optimizes resource allocation for training and process improvements. **Official Response from Brona O'Donnell:** > Thank you for sharing your feedback! We’re delighted to hear that Puzzel CX Platform is helping you identify where to focus resources and that the AI features are making a real impact. It’s great to know the setup process was smooth and that the platform is supporting your goals around employee performance and customer satisfaction. Your comments about optimizing training and processes really resonate with our mission to empower businesses with actionable insights. We appreciate your trust in Puzzel and look forward to continuing to support your success! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 23. Valuable PCI Insights, Challenging Setup **Rating:** 3.5/5.0 stars **Reviewed by:** Dara Tomas C. **Reviewed Date:** December 19, 2025 **What do you like best about Puzzel CX Platform?** I like that Puzzel CX Platform, particularly the PCI feature, improves coaching in our customer centers and provides valuable customer insights. This connection to customer data and insights makes the platform valuable to me. **What do you dislike about Puzzel CX Platform?** I find the flexibility to target PCI to our organization consisting of different business areas challenging. The initial setup wasn't easy, even though it turned out to be valuable. **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform with PCI to improve coaching in our customer centers and gather valuable customer insights. **Official Response from Brona O'Donnell:** > Thank you so much for sharing your feedback on G2! We’re delighted to hear that the PCI feature in Puzzel CX Platform has helped improve coaching in your customer centres and provided valuable customer insights. That connection to data is something we’re passionate about, so it’s great to know it’s making a difference for you. We appreciate your honesty about the challenges with flexibility and initial setup. Your input is invaluable as we continue to enhance the platform and make it easier to tailor to different business areas. Thanks again for taking the time to share your experience, we’re thrilled to be part of your journey toward better customer engagement! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 24. Boosted Request Handling, But Attachment Search Needs Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** March 24, 2026 **What do you like best about Puzzel CX Platform?** Puzzel has improved efficiency in handling our customers' requests **What do you dislike about Puzzel CX Platform?** Attachment management and it's not possible to search in attachments **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel helps in giving our customers quicker answers and this increasing orders **Official Response from Raïsa van Olden:** > Thank you for taking the time to share your feedback! We’re happy to hear that Puzzel is helping improve efficiency and enabling your team to respond to customers faster - that’s exactly what we aim for, and it’s great to see it contributing to increased orders. We also appreciate your note on attachment management and search functionality. That’s valuable feedback, and we understand how important it is to easily access information within attachments. We’re continuously working on improving the platform, and insights like yours help guide those enhancements. Thanks again for your review - we’re glad to be supporting your team! ### 25. Intuitive and Insightful CX Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Pia U. **Reviewed Date:** December 15, 2025 **What do you like best about Puzzel CX Platform?** I find Puzzel CX Platform very easy to use and appreciate that it has many good features. The platform gives depth in coaching, allowing me to be very specific when providing feedback to individuals. The value setting or function significantly aids in evaluating conversations, making it particularly effective for coaching. **What do you dislike about Puzzel CX Platform?** - **What problems is Puzzel CX Platform solving and how is that benefiting you?** I use Puzzel CX Platform for coaching and NPS, providing depth to be very specific in feedback for customer conversations. **Official Response from Brona O'Donnell:** > Thank you so much for sharing your feedback! We’re thrilled to hear that you find Puzzel CX Platform easy to use and valuable for coaching. It’s great to know that the depth of features, especially the value-setting function, is helping you provide specific and effective feedback during evaluations. Your experience highlights exactly what we aim to deliver—tools that make coaching and NPS processes more insightful and impactful. We truly appreciate your review and look forward to continuing to support your success! Best wishes, Bróna O'Donnell Customer Marketing Manager, Puzzel ### 26. Easy-to-Use Phone Experience Backed by Skilled Professionals **Rating:** 5.0/5.0 stars **Reviewed by:** Geert F. | director of CS, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Puzzel CX Platform?** phone, easy to use, con ai, skilled professionals. jacob gardiner, mashud **What do you dislike about Puzzel CX Platform?** UX of PCM. too many management layers have been added **What problems is Puzzel CX Platform solving and how is that benefiting you?** business problems, data issues and AI solutions **Official Response from Brona O'Donnell:** > Thank you so much for taking the time to share your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and that our AI capabilities, telephony features, and skilled professionals - like Jacob and Mashud- are making a positive impact for you. Your recognition means a lot to our team. We also appreciate your honesty around the UX and management layers within PCM. Feedback like this is invaluable as we continue improving the experience and simplifying workflows for our users. It’s great to hear that Puzzel is helping you tackle business challenges, resolve data issues, and support your AI initiatives. We're committed to ensuring you continue to see real value from the platform. Thanks again for your thoughtful review and for being part of the Puzzel community! Best, Bróna ### 27. Outstanding Experience from Start to Finish **Rating:** 5.0/5.0 stars **Reviewed by:** Dan R. | Tech & Voice Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** December 11, 2025 **What do you like best about Puzzel CX Platform?** Ease of use and implementation, great customer support and a lot of features. **What do you dislike about Puzzel CX Platform?** Not any major downsides, only niggle is the settings granulation. **What problems is Puzzel CX Platform solving and how is that benefiting you?** QA, call handling, webchat, and chatbot features have all contributed to reducing our monthly call wait times. We have also seen a decrease in call volumes as more customers are able to self-serve. **Official Response from Brona O'Donnell:** > Hi Dan, Thank you for sharing your feedback on Puzzel CX Platform! We’re delighted to hear that you find the platform easy to use and implement, and that our customer support and feature set have met your expectations. It’s fantastic to know that QA, call handling, webchat, and chatbot capabilities have helped reduce wait times and call volumes, those are exactly the outcomes we aim to deliver for our customers. We appreciate your note on settings granulation and will keep this in mind as we continue improving the platform. Your insights help us make Puzzel even better. Thank you again for taking the time to share your experience and for being part of the Puzzel community! Bróna O'Donnell Customer Marketing Manager, Puzzel ### 28. User friendly **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2024 **What do you like best about Puzzel CX Platform?** It it easy to utilize and very user friendly. You have great FAQ and a helpful chat whenever I have questions or need help. **What do you dislike about Puzzel CX Platform?** It may take some time to get answer whenever I create a ticket, but I get good help when the process has started. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel makes the journey much smoother for the customer service department. It is easy to use. **Official Response from Morgan Sandberg:** > Thank you for your review! We're delighted to hear that you find Puzzel user-friendly and appreciate our helpful FAQ and support. We acknowledge your feedback about the ticket response time and are glad to know that you receive good assistance once the process starts. It's great to hear that Puzzel is making things smoother for your customer service department. Thank you for sharing your experience! Morgan Sandberg Customer Marketing Director ### 29. Technical Issues Creating Ongoing UX Problems **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2026 **What do you like best about Puzzel CX Platform?** Diverse and the possibility to integrate with CRM **What do you dislike about Puzzel CX Platform?** Technical issues resultning in UX problems. Alot of manuel handling **What problems is Puzzel CX Platform solving and how is that benefiting you?** AI Search gives good quality results, chatbot minimizing FAQ questions to some degree **Official Response from Brona O'Donnell:** > Thank you for taking the time to share your feedback with us, we really appreciate it. It’s great to hear that you value the diversity of the Puzzel CX Platform and its ability to integrate with your CRM, as well as the quality results you're seeing from AI Search and the reduction in FAQ traffic through the chatbot. We’re sorry to hear about the technical issues and manual handling you've experienced. That’s not the experience we want for our users, and your input is incredibly valuable in helping us improve. Our team is continually working to enhance stability, reduce friction, and streamline workflows across the platform, and your comments help us identify where we can do better. If you’re open to it, we’d love to learn more about the specific challenges you’re encountering so we can support you directly and ensure the platform works smoothly for your team. Thanks again for your honest review and for helping us improve. Bróna O'Donnell Customer Marketing Manager ### 30. User friendly, easy to add/remove and make changes without contacting support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Mid-Market (51-1000 emp.) **Reviewed Date:** June 16, 2025 **What do you like best about Puzzel CX Platform?** User friendly, easy to add/remove and make changes without contacting support and when we do contact the support we get great service **What do you dislike about Puzzel CX Platform?** That there is a delay in the reports, we want to be able extract data in real time. We would also like to build our own tailor made reports but it is not possible to combine all data in one report. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It's a great call center solution over all. If I were to mention a few things they have helped us with besides that it would by creating a VIP queue for our most important guests, text to speach is a great tool when it come to voice messages and the CSAT is a really helpful tool. **Official Response from Morgan Sandberg:** > Dear customer, thank you very much for your excellent feedback! We're glad to hear that you find the platform user-friendly and easy to manage independently — that's precisely what we aim for. We're also pleased to hear that you found our support team helpful when you needed them. We value your feedback on reporting and are actively working to improve access and flexibility. Accessing the right data at the right time is key for many organisations. For this reason, we offer several different ways to access and analyse data, so we may well have the solution you are looking for. Please speak to your Customer Success or Account Manager at your next business review. Thank you for being a valued Puzzel user! Best regards Morgan Sandberg Customer Marketing Director ### 31. Puzzel works well but could do better **Rating:** 3.5/5.0 stars **Reviewed by:** Sharon A. | Supporter Care Adviser, Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2025 **What do you like best about Puzzel CX Platform?** I use Puzzel daily, it's an integral part of my work. Custome Support is available, which is really useful. All emails to action in one place. Love being able to Save my different Save criteria. Can see 100 emails on one page and can search by email address and different options. Templates are great too. **What do you dislike about Puzzel CX Platform?** When I'm searching on page 2 or 3 (in the middle of my total emails, If I amend anything, then it takes me back to page 1 which is really annoying. Would like to be able to tweak and add a note or tag without it going back to the start. **What problems is Puzzel CX Platform solving and how is that benefiting you?** All the emails are in one place. Can see who has any pending, how many received, how many over our target, responses are all in one place. **Official Response from Morgan Sandberg:** > Hi Sharon Thank you so much for your detailed feedback on Puzzel! We're delighted to hear that Puzzel is an integral part of your daily work and that you find our customer support, email centralisation and templates valuable. We understand your frustration with the navigation returning to page 1 after making changes. Your suggestion about being able to tweak and add notes/tags without losing your place is valuable and we'll look into improving this aspect. We're pleased that Puzzel helps you manage your emails efficiently by centralising them and keeping track of pending and received emails. Your feedback is crucial for us to improve our service. Best regards, Morgan Sandberg, Customer Marketing Director ### 32. WFM and reporting review of Puzzel **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 01, 2025 **What do you like best about Puzzel CX Platform?** I like that Puzzel offeres a platform with many different products that can handle all our customers interactions from calls to tickets and chatbot. They have frequent updates and improvements of their products. **What do you dislike about Puzzel CX Platform?** In some cases long handle times for reported tickets. Some basic reporting measures requires a access to their raw data package. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel provides us with a solution for all our customers interactions needs. Everything from calls to tickets and chatbot. We can scale up and implement new channels and features when we want. **Official Response from Raïsa van Olden:** > Dear Puzzel user, Thank you for taking the time to share your feedback! We’re happy to hear that you value the breadth of our solution — from calls to tickets and chatbots — and that our frequent updates and improvements are making a positive impact for your team. It’s great to know that having all your customer interactions in one place is helping you scale and adapt as your needs evolve. We also appreciate your constructive feedback regarding ticket handling times and access to certain reporting measures. Your comments have been shared with our product and support teams so we can continue improving in these areas. In the meantime, if you’d like to discuss reporting needs or current cases in more detail, our Customer Success team is here to help. Thanks again for being a valued Puzzel customer. We look forward to continuing to support your CX journey and helping you get even more from the platform. — The Puzzel Team ### 33. Great products and great relationships make your business great. **Rating:** 4.0/5.0 stars **Reviewed by:** Craig H. | Senior Resource Planning Analyst, Utilities, Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Puzzel CX Platform?** Much of Puzzel's wide range of offerings can be configured to fit your business needs, and offer a single seemless platform for your contact centre. User interfaces are relatively intuative, albeit could use some refinement following product growth. Implementation of additional features is straightforward and well supported, and additionally, they are happy to work with you to configure bespoke connectivity to your other services, and if it is not yet available it is often on their roadmap. Upgrades and improvements are frequent, and support is always helpful. **What do you dislike about Puzzel CX Platform?** As the platform and range of products within grows, as significant daily users of the platform, some administrative functions could do with a rethink. Also some configuration options of PCC limit your reporting options without resorting to writing your own from the SQL database. Puzzel's WFM offerings are ok, but may not fit everyones needs. **What problems is Puzzel CX Platform solving and how is that benefiting you?** We use Puzzel's platform primarily for contact centre , but we also use it in ways it was not initially intended to provide internal group lines, and virtual personal DDIs for field staff. This has the benefit of almost all of our incoming and internal transfers remaining within the Puzzel environment, allowing for continuous call recording, configerable call handling including diverts and "out of office" call diversion, and the subsequent reporting on all of this provides significat business intelligence. **Official Response from Rachael Russell:** > Thank you, Craig, for taking the time to leave us your feedback! We're pleased to hear you're happy with Puzzel and you feel our solution fits your business needs. We're always innovating and releasing new features to keep your contact centre updated with the latest CX and technology trends. We value your feedback on Puzzel WFM and our contact centre reporting functionality and have passed this feedback on to our development team. Thanks again. ### 34. Great solution at a fair prize **Rating:** 5.0/5.0 stars **Reviewed by:** Rolf Bjarne E. | Head of Sales & Customerservice, Small-Business (50 or fewer emp.) **Reviewed Date:** July 01, 2025 **What do you like best about Puzzel CX Platform?** The Puzzel platform is simple and clear to use. Intuitive interfaces provide a good overview and easy administration. Training employees is also straightforward. **What do you dislike about Puzzel CX Platform?** Can't think of anything.... It works as they say, and delivers what is promised! **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel is our telephony solution. Through the system, we handle all customer inquiries in a good and efficient manner. **Official Response from Morgan Sandberg:** > Hi Rolf Bjarne! Thank you so much for the great feedback! We love hearing that Puzzel is easy to use and helps you handle all your customer inquiries smoothly. Great to know it does exactly what you need — that’s what we’re here for! We really appreciate having you with us. Best regards Morgan Sandberg Customer Marketing Director ### 35. Lovely, intuitive, and useful system. **Rating:** 5.0/5.0 stars **Reviewed by:** Kasper S. | Kvalitetskonsulent, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2024 **What do you like best about Puzzel CX Platform?** One of the things I like most about Capturi is how it feels as though only your imagination sets the limits. There are so many features and ways to combine things, allowing you to achieve exactly what you want. Capturi is only as complex as you make it. If you want a simple system to listen to your calls, it can do just that. But if you want a system that, with the help of AI, trackers, graphs, and trends, allows you to analyze your business, it can do that too. Brilliant. **What do you dislike about Puzzel CX Platform?** I don't really have any negatives about Capturi. For what we've needed it for, it has worked perfectly. If we’re unsure about anything, we receive great guidance. I have no complaints at all **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi helps us understand our customers’ inquiries on a deeper level than we could on our own. We want to reduce contact and guide our customers towards self-service. Capturi helps us better identify the gaps we have, allowing us to improve our customer support content accordingly. ### 36. Puzzel WFM helps us save time on scheduling. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2025 **What do you like best about Puzzel CX Platform?** It's very easy to use, easy to understand and navigate. We can update schedules in real time very quick. If something goes wrong we always get a quick reply from the support. **What do you dislike about Puzzel CX Platform?** It would be helpful to get a notification when a holiday request has been added, in small teams that don't have many requests it can be easy to forget to check the request page. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel helps us to be more efficient which saves time and money. **Official Response from Morgan Sandberg:** > Thank you so much for your kind words! We're really glad to hear that Puzzel WFM is helping you save time and improve efficiency. It's great to know that you find the solution easy to use and that our support team has been responsive when needed. We also appreciate your feedback about holiday request notifications – that’s a valuable insight we’ll pass along to the team. Thanks again for sharing! Morgan Sandberg Customer Marketing Director ### 37. Extremely user-friendly and provides us with high-value insights **Rating:** 5.0/5.0 stars **Reviewed by:** Thomas H. | Optimization & Training Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 03, 2024 **What do you like best about Puzzel CX Platform?** Capturi has been instrumental in improving our customer interactions and daily operations by providing real-time insights and an easy-to-use platform. It has enhanced our training, reduced the need for traditional analysis methods, and helped us quickly identify and address challenges. The tool is user-friendly, highly beneficial, and continues to evolve, with excellent support to meet our needs. **What do you dislike about Puzzel CX Platform?** The tool has great potential, but time constraints can limit its full use. But overall, no major drawbacks have been identified. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi saves significant time by streamlining call analysis and improving employee performance tracking. It provides reliable insights into customer concerns and enhances coaching for agents. The tool simplifies identifying relevant call segments, making monitoring more efficient. Additionally, Capturi integrates CRM and survey data to analyze how specific dialogue aspects impact customer satisfaction, making it a valuable tool for both reporting and performance improvement. ### 38. Benefits with using Capturi **Rating:** 5.0/5.0 stars **Reviewed by:** Håkan A. | Operation manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Puzzel CX Platform?** Capturi helped Call4U enhance customer interactions and employee performance by providing real-time insights into customer sentiment and communication patterns. It automates quality assurance, helps with compliance monitoring, and delivers actionable insights that drive improvements in service, training, and strategy. By automating transcription and analysis, Capturi boosts efficiency and scalability, leading to more informed, data-driven decisions and ultimately improving customer satisfaction and retention **What do you dislike about Puzzel CX Platform?** Not much actually, could be even more helpful integrate with more customerservices data. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi solves key problems like tracking customer sentiment, managing employee performance, and ensuring compliance by automating call analysis. It saves time on manual reviews, provides actionable insights, improves training, and boosts customer satisfaction. By offering real-time data and scalable solutions, Capturi helps businesses enhance efficiency, make data-driven decisions, and reduce compliance risks, leading to better overall service and performance. ### 39. Efficient Solution for Transcription with Excellent Support **Rating:** 5.0/5.0 stars **Reviewed by:** Eftichia V. | Chef för Kvalitetssäkring och Administration, Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2024 **What do you like best about Puzzel CX Platform?** I really appreciate the outstanding customer service, the reliability of the solution, and how easy it is to use. The tool is intuitive and has significantly reduced our department's costs, nearly by half. **What do you dislike about Puzzel CX Platform?** The main limitation is that Capturi only allows setting one language at a time. We primarily use Swedish, but we also handle a significant number of calls in English. It would be helpful if the platform could handle mixed languages. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Capturi has streamlined our process for audio transcription and call analysis by automating the transcription of conversations. This has greatly improved our efficiency, allowing us to reduce costs significantly, almost by 50%. It saves us time and resources that were previously spent on manual transcription and review, while also providing reliable insights from the data we collect. ### 40. Efficient product **Rating:** 5.0/5.0 stars **Reviewed by:** Hinesh B. | Support Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** Customer support is proactive compared to before **What do you dislike about Puzzel CX Platform?** Accuracy and speed improvement is needed **What problems is Puzzel CX Platform solving and how is that benefiting you?** Customer Service ### 41. Datainsight at your fingertips **Rating:** 5.0/5.0 stars **Reviewed by:** Lars B. | Analysis Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** October 21, 2024 **What do you like best about Puzzel CX Platform?** Ease of use - The program is very easy to use but also quite deep with many detailed features that allows for a high level of customization. This is especially true in regards to user access and alllows for flexibility in who as access to what data and how. The implementation was easy and quite fast and we now use Capturi on a daily basis. The customer support is good and respons quickly and professionally and we are very happy with Capturi. **What do you dislike about Puzzel CX Platform?** Can require some technical and general understanding of the conversations your company has with your customers. The better your understanding the more you will be able to get out of Capturi. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It allows quick and easy access to data that could otherwise be hard to obtain live. ### 42. Mindblowing and revolutionary **Rating:** 5.0/5.0 stars **Reviewed by:** Ditte R. | Quality Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2024 **What do you like best about Puzzel CX Platform?** Capturi is highly intuitive and user-friendly,providing users with easy access to in-depth analysis. No analytical background is required to gain detailed insights and understand even the smallest details. You will find that with just a few clicks, you can uncover solutions to challenges and identify opportunities for improvement. **What do you dislike about Puzzel CX Platform?** When you open Capturi, you most likely to jump into a rabbithole. Your curiosity will be awakened, and and you'll realize that you've effortlessly been absorbed in exploration for hours. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It supports us in ensuring the quality of all the work we deliver through our customer service. It provides insights into the types of inquiries and tasks associated with our work, as well as resource planning and optimization. Additionally, Capturi helps us identify areas where we can improve our business processes. ### 43. Time efficient solution **Rating:** 5.0/5.0 stars **Reviewed by:** Joeffrey M. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** September 30, 2024 **What do you like best about Puzzel CX Platform?** What i like best about Capturi is its ability to quickly analyze large volumes of calls, helping me spot errors and key insights with precision. it boosts my efficiency by automating the time consuming task of manual call reviews and allowing me to focus on improving quality. **What do you dislike about Puzzel CX Platform?** What i think can be "better" is that there can occasionally be minor inaccuracies in transcrition or context, especially in complex conversations. And if they switch languages from Swedish to English, the AI don't process the call and leaves no report. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It helps us by automating the process of reviewing sales calls, ensuring we catch any errors or areas for improvement more efficiently. It saves us a lot of time compared to manual listening nad allows us to maintain high quality standards accross all conversations. ### 44. Fantastic tool and service **Rating:** 5.0/5.0 stars **Reviewed by:** Nadeem A. | Driftskoordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2024 **What do you like best about Puzzel CX Platform?** it´s super user friendly, and helps a lot to get a get overview of what costumer are asking about, and helpd us to quickly be one step ahead in terms of putting a speak on out phonesystem og banner on homepage, so that our costumers can get answers as quick as possible. we have weekly support sessions with a fantastic supporter Kenny Jepsen, who is dedicated to make it as easy for us as possible, he allways have some insights and experiences to share, and make us consinder possibilities that we weren´t aware of. **What do you dislike about Puzzel CX Platform?** I have personally not met any downsides yet, . **What problems is Puzzel CX Platform solving and how is that benefiting you?** it solves the problem of knowing why the costumers are contacting us, and when we know that we can take precautions, to stay ahead of the game. ### 45. An awesome tool for call-management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Puzzel CX Platform?** It's a very powerful tool for managing a complicated call flow. It has many good features both in regards to in-depth logging and in the user interface. The customer support has been amazing so far, with quick responses through their live chat. For the user, it is a simple but usable interface, where they can choose how much information is presented to them. We use it every day and it is crucial for our day to day, as an IT consultancy business. **What do you dislike about Puzzel CX Platform?** It can be a bit daunting to be presented with all the different options. It is definitely not a newbie tool, and is primarily focused on more complicated setups. The web agent does not support built-in headset button control. Only Jabra has an extention, while Poly/Plantronics don't. **What problems is Puzzel CX Platform solving and how is that benefiting you?** It manages calls between different teams, and helps organize where calls end up. Our call flow is quite advanced, but it doesn't feel like that when using it, proving that Puzzel makes it quite comfortable to use. ### 46. Great solution for calls and chats **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about Puzzel CX Platform?** Easy to use application, good features and great customer support **What do you dislike about Puzzel CX Platform?** Sometimes the wait times are a bit long on chats and email, but the answers are always high quality **What problems is Puzzel CX Platform solving and how is that benefiting you?** This solution has significantly enhanced our ability to efficiently manage incoming phone calls and chat conversations with our customers. **Official Response from Morgan Sandberg:** > Thank you so much for your kind words and thoughtful feedback. We're glad to hear that Puzzel is helping you manage customer interactions more efficiently, and we really appreciate your patience and understanding around response times. We're always aiming to improve. Thanks again for being a valued customer. Morgan Sandberg Customer Marketing Director ### 47. User-friendly platform and easily accessible customer insights **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** October 10, 2024 **What do you like best about Puzzel CX Platform?** Capturi is an extremely effective tool for webshops looking to optimize their customer service through conversation analysis. With Capturi, you can automatically transcribe and analyze all customer conversations, providing in-depth insights into how your employees handle inquiries and complaints. The platform is easy to use and quickly provides valuable data on customer tone, satisfaction, and recurring questions. This allows webshops to identify service areas that can be improved and train employees more effectively. The result is better customer experiences and faster resolutions. Capturi also helps ensure compliance with GDPR, which is crucial for webshops handling sensitive customer information. Overall, Capturi is an excellent investment for webshops that want to deliver top-class customer service and maximize their customer insights. **What do you dislike about Puzzel CX Platform?** I really can't find anything negative to write about Capturi. **What problems is Puzzel CX Platform solving and how is that benefiting you?** By analyzing customer conversations, Capturi helps us identify areas where we can enhance our dialogue with customers and helps us reducing knowledge gaps. ### 48. Capturi boosted our Sales and cut our time to onboard new salespeople significantly **Rating:** 5.0/5.0 stars **Reviewed by:** Arnold B. | Lead Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2024 **What do you like best about Puzzel CX Platform?** We have used Capturi for quite a while now. Capturi has allowed us to cut out onboarding time for new salespeople very significantly. They have a great library tool where you can save a bunch of your best calls, or best parts of every call, which enables us to show new people "what does good look like". This helps them understand what they need to do in a matter of minutes or hours, instead of weeks. And it allows the managers to spent their time on something other than nursing new people. Combine that with a wide pallet of other insight tools and reports, and it makes it very easy to identify where your salespeople need to improve, and where they are better than the rest, and need to share what they are doing. When you decide to invest a bit of energy and time into setting everything up well (With very close and capable help from Capturi), you will instantly get a more lean, more streamlined sales organisation, that also allows your people to share knowledge and learnings with each other in an easy way. Also worth pointing out that its very easy to get help if you need it. Both their support and customer success managers are very proactive and helpful. **What do you dislike about Puzzel CX Platform?** It takes some time and energy to set up correctly. Capturi is very good at giving close assistance during this process, and your time spent on building the tool for your needs, is definitely more than won back, in the time saved from the tools uses. **What problems is Puzzel CX Platform solving and how is that benefiting you?** - WAY Faster onboarding of new salespeople - Helps employees to help themselves - easier problem finding and solving in calls outbound and inbound - time saved when training sales people - Allows sales to identify their own issues and calls, to make sure they do what they think they are doing - list could go on ### 49. Great possibilities with an easy product **Rating:** 4.5/5.0 stars **Reviewed by:** Fredrik J. | Key Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2024 **What do you like best about Puzzel CX Platform?** Puzzel can really be the product you would like it to be. From a small simple phone system to an advanced call centre product. It's easy to use and can be upscaled in a simple way. **What do you dislike about Puzzel CX Platform?** Sometimes the system stops working. It is the small things that disturbs the most. And it is sometimes hard to get the responce you want from the customer support. **What problems is Puzzel CX Platform solving and how is that benefiting you?** Puzzel already have the communication solutions that may be relevant for us in the future. So it helps us to be ready to upscale in the future. ### 50. The Puzzel WFM capability enabled the next phase of growth! **Rating:** 4.0/5.0 stars **Reviewed by:** Daniel C. | Head of Operational Innovation, Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2023 **What do you like best about Puzzel CX Platform?** The simplicity of the WFM solution. Puzzel have tried to ensure that the end-user is at the heart of their strategy and this is valiated by the ease of use and general usability of the system. **What do you dislike about Puzzel CX Platform?** The support process could be improved. I feel that there is often a lack of immediacy with acknowledgement of an issue along with the communication once the ticket is picked up for resolution. **What problems is Puzzel CX Platform solving and how is that benefiting you?** The Puzzel solution enabled us to mobilise a contact centre team of 300+ onto WFM. We've seen both efficiency and increased flexbility unlocked as a result. **Official Response from Rachael Russell:** > Thank you, Daniel, for taking the time to leave us your feedback! We're pleased to hear you're happy with Puzzel and the simplicity of the WFM solution. Sorry to hear you feel the support process could be improved. We've passed this information on to our support team, and your Account Manager will be in touch to discuss this further if they haven't already. Best, Puzzel - [View Puzzel CX Platform pricing details and edition comparison](https://www.g2.com/products/puzzel-cx-platform/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-09+20%3A13%3A39+-0500&secure%5Bsession_id%5D=911f740f-f4f6-4cdc-ad2c-04712380ac4b&secure%5Btoken%5D=345edea43036414d2d46e98a8c353c466e193e9ce51c2d60f86d0f468e06a460&format=llm_user) ## Puzzel CX Platform Integrations - [Cention Contact Center](https://www.g2.com/products/cention-contact-center/reviews) - [Gentrack Velocity](https://www.g2.com/products/gentrack-velocity/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/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 (1,460 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [Dixa](https://www.g2.com/products/dixa/reviews) - 4.2/5.0 (380 reviews)