G2

Camilla H.

Workforce manager

Mid-Market (51-1000 emp.)

10/21/2026

"Giving Us Control, Transparency, and Better Customer Understanding"

4.5/5

What do you like best about Puzzel CX Platform?

I appreciate that Puzzel gives us the ability to manage and develop a lot on our own. There is a lot of functionality available, which is a major strength of the platform. Sometimes it can take a bit of digging to find the right setting, simply because there are so many possibilities, but overall the flexibility is something I really value. I would also like to highlight the support team, who are consistently quick to respond and very helpful when needed. Review collected by and hosted on G2.com.

What do you dislike about Puzzel CX Platform?

If I were to highlight areas for improvement, Customer Insights would be at the top of the list. It does not currently provide the same value for us as the solution we had before. I would also like to see more comprehensive and up-to-date help documentation. Some articles are difficult to find, some feel outdated, and it would be a big advantage if more documentation were available in Swedish.

PCM is another area that could be modernised. Compared to PCC, it feels dated, and reporting can sometimes be both difficult to set up and challenging to interpret correctly. Review collected by and hosted on G2.com.

What problems is Puzzel CX Platform solving and how is that benefiting you?

What I value most is that Puzzel gives us a lot of control. We can manage and adjust many things ourselves instead of being dependent on someone else to make changes. That creates flexibility and helps us move faster.

PCC also makes it easy to follow up on performance and keep track of our teams. Another major benefit is the transparency the platform creates across departments. Everyone works from the same information, which improves collaboration and provides a better overall view of the operation.

Conversational Intelligence has probably been the biggest positive surprise. It has given us access to a goldmine of insights that simply weren't available before. Instead of just looking at volumes and contact reasons, we can understand what customers are actually struggling with and use that knowledge to drive real improvements across the business. Review collected by and hosted on G2.com.