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.

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.

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.