AI TOOL PROFILE
Puzzel: Cloud Contact Center and CX Software
- Customer Support
- Contact Center
- Mid-market companies
- Enterprise companies
- European-based contact centers
- Organizations requiring omnichannel support
Pricing
Pricing was not clearly available from the provided evidence. Packages are offered in Resolve, Impress, and Power tiers, with various AI features available as add-ons. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Mid-market companies, Enterprise companies, European-based contact centers, Organizations requiring omnichannel support
- Key use cases
- Omnichannel Support, Real-time Agent Assistance, Automated FAQ Handling, Post-Call Admin Support, Service Trend Analysis
- Integrations
- Salesforce, Microsoft Dynamics, Microsoft Teams, Zendesk
- Official website
- Visit puzzel official website
How AI is used
Puzzel is a cloud-based contact center platform designed to manage customer service interactions across voice, email, chat, and social media. It provides a unified interface for agents to help reduce the need to switch between different applications during customer conversations.
The software supports organizations across various industries, including retail, banking, and the public sector, with a strong presence in Europe. It provides a range of tools from basic voice services to AI-driven analytics and workforce management.
Practical utility includes real time agent guidance and automated conversation summarization, which may help reduce manual administrative tasks after calls. The platform is modular, allowing businesses to start with basic channel needs and add AI or management tools as they grow.
Buyers should confirm which specific AI features are included in the base tiers and which require add-on packages, as several automation and intelligence tools are structured as extras.
Key Features
Omnichannel Contact Centre Suite
Supports communication across voice, email, chat, and social media through a single agent interface.
Co-Pilot
Provides real time AI guidance and recommendations to agents during live customer interactions.
Conversational Intelligence
Uses NLP and automated speech recognition to transcribe and analyze conversations for trends and quality.
Virtual Agent Suite
A collection of AI agents for chat, voice, and email designed to handle frequent queries automatically.
Live Summary
Uses generative AI to create real time summaries of customer calls to assist with administrative work.
Workforce Management
Includes tools for scheduling and managing team performance and staffing levels.
Case Management
A ticketing system that tracks and manages customer queries from digital channels in one place.
Use Cases
Omnichannel Support
Handling customer queries across phone, web, and social media within one agent workspace.
Real-time Agent Assistance
Using AI Co-Pilot to provide agents on-screen suggestions during a call to support consistent service.
Automated FAQ Handling
Deploying virtual agents to resolve repetitive questions via chat and email.
Post-Call Admin Support
Using generative AI to summarize interactions, which may reduce the manual effort required for call logging.
Service Trend Analysis
Applying conversational analytics to identify common customer pain points through automated speech recognition.
Integrations
- Salesforce
- Microsoft Dynamics
- Microsoft Teams
- Zendesk
FAQ
What does Puzzel do?
- Puzzel provides a cloud-based customer experience (CX) ecosystem that manages voice, email, chat, and social media interactions in one place, using AI to assist agents and automate routine tasks.
Who is Puzzel designed for?
- It is designed for mid-market and enterprise companies, with a presence in European markets across industries like retail, banking, and the public sector.
What are the different Puzzel plans?
- Puzzel offers three main tiers: Resolve (focused on voice/PBX upgrades), Impress (designed for agent empowerment), and Power (intended for data-driven management and advanced capabilities).
Does Puzzel include AI features?
- Yes, it offers AI features such as a Virtual Agent Suite, Co-Pilot for real time support, and Live Summary for call transcription and summarization, though some may be add-ons.
Source category: Customer Support
Source subcategory: Contact Center
More tools in Customer Support
Other published listings in the Customer Support category.
More tools in the Contact Center software type
Related listings that share the same software type for comparison and shortlisting.
