Web based. Easy to understand. Highly customisable.

I really like the different options and possibilities with AI, for example. It feels very innovative.

What I like most is how the platform brings all our contact channels (voice, chat and email) together in one environment, so agents don’t have to switch between tools. From an IT/admin perspective, configuration is flexible: queues, routing and opening hours can be adjusted quickly without needing the vendor for every change. The real-time dashboards and reporting give our team leads a clear view of queue status and service levels. We recently started using Live Summary and we’re very happy with it. Conversations are summarized automatically, so agents spend less time on after-call work and the quality of our case notes is more consistent. Puzzel also has a public status page, which we integrated into our internal monitoring dashboard, so we can spot incidents early and inform our service desk proactively.