Name: Puzzel Contact Centre Solution
Author: Puzzel

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Kubernetes Monitoring

Development

Business Intelligence (BI)

Collaboration

Enterprise Feedback Management

Org Chart

Payment Facilitation

Privacy Policy Generators

Project Portfolio Management

Enterprise

Accounting

Online Trading

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

Employee Performance Management

HR Compliance

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Cloud Storage

Container Management

Endpoint Encryption

File Sync and Share

Fraud Detection

HTML Editors

High Availability Cluster

IT Asset Management

Incident Response

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Phishing Detection and Response

Remote Monitoring and Management

Software Defined Storage (SDS)

System Monitoring

Traffic Switching

Unified Endpoint Management (UEM)

User Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Email Marketing

Graphics

Headless CMS

Market Intelligence

Marketing Automation

Online Reputation Management

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Secure Access Service Edge (SASE)

Security

Auto Repair

Building Information Modeling (BIM)

Emergency Notification

HIPAA Compliance

Homeowner's Association (HOA) Management

Insurance Agency Management

Intelligent Document Processing

Investment Portfolio Management

Retail Analytics

Vertical-Specific

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### Customer Interaction Management
Reviewers consistently praise Puzzel Contact Centre Solution for its robust customer interaction management capabilities, highlighting its efficiency in handling multiple customer queues autonomously. Users appreciate the platform's flexibility in integrating various communication channels like social media, SMS, and chat, enhancing customer engagement. The system's stability and innovative features contribute to improved customer service interactions, leading to increased sales volume and customer satisfaction. Despite minor technical issues, users highly recommend Puzzel as a reliable partner for companies seeking effective omnichannel customer service solutions.

### Customer Engagement
Users consistently praise Puzzel Contact Centre Solution for its robust customer engagement features, highlighting its effectiveness in enhancing interactions with clients across various digital platforms. The platform's ability to facilitate quick and efficient customer support has led to increased customer satisfaction and a notable rise in sales volume. Additionally, users appreciate how Puzzel connects them with international merchants, providing valuable sales and marketing leads that have further strengthened customer engagement efforts.

### Agent Performance
Users consistently highlight the agent performance capabilities of Puzzel Contact Centre Solution as a key strength, emphasizing the platform's user-friendly interface, customizable features for both agents and managers, and efficient reporting tools. The ability to monitor call volumes, agent activities, and implement changes swiftly has been instrumental in enhancing overall team performance and ensuring high-quality service delivery. Additionally, users appreciate the flexibility offered by Puzzel, especially during remote working scenarios, and acknowledge the platform's role in streamlining various operational aspects, ultimately fostering a sense of collaboration and teamwork between users and the solution provider.

### Workforce Management (WFM
Users appreciate the ease of use and efficiency unlocked by Puzzel's workforce management (wfm) solution, enabling the mobilization of large contact center teams onto the platform. The system's ability to track global schedules, adherence, and activities is noted positively. However, some users have encountered technical issues and limitations in reporting options, indicating room for improvement in certain aspects of the wfm offerings. Despite these challenges, the partnership and teamwork between users and Puzzel have been highlighted as valuable during the implementation process, particularly in transitioning to flexible working arrangements during the pandemic.

### Telephony and Communication
Users consistently praise Puzzel Contact Centre Solution for its robust telephony features and efficient communication tools. The platform's telephony capabilities, including call handling, IVR customization, and call flow management, have garnered positive feedback for their reliability and ease of use. Additionally, users appreciate the system's ability to handle internal group lines and virtual personal DDIs effectively, showcasing its versatility beyond traditional contact center telephony functions. The access to raw data and APIs has empowered users to create customized dashboards and reports, enabling them to gain valuable insights and make informed decisions. In summary, Puzzel Contact Centre Solution's telephony and communication functionalities have been well-received by users for their effectiveness and user-friendly interface.

### Technical Support and Maintenance
Users appreciate Puzzel Contact Centre Solution for its ability to effectively manage a multi-skill environment and provide responsive support and account management. However, there are concerns regarding the development of the dialer functionality, which has been a prolonged issue for some users. Despite this, the platform is praised for its capability to address various contact center challenges and streamline technology stack decisions.

Puzzel Contact Centre Solution has proven to be a valuable tool for businesses, solving a range of critical business problems. Users have found that Puzzel helps streamline their contact center operations by providing efficient and flexible solutions. With the ability to mobilize contact center teams onto the platform, users have experienced increased efficiency and enhanced flexibility in their operations. This allows them to effectively manage data and information required for clients, leading to improved customer satisfaction. Additionally, Puzzel's comprehensive solution handles telephone calls, emails, chat, and more, enabling users to handle multiple customer queues autonomously and providing a seamless omni-channel experience.

Furthermore, Puzzel's platform offers valuable insights through features such as tracking global schedules, adherence, and activities. This enables users to gain easy access and visibility of call volumes and agent performance, ensuring they can provide the best service to their business. The continuous call recording and configurable call handling features contribute to better customer service by allowing for diverts and out-of-office call diversion. Moreover, Puzzel's customer-centric approach ensures that users only receive necessary information economically, resulting in cost savings for businesses.

In addition to its functionality within the contact center environment, Puzzel has also demonstrated its ability to support remote work during the ongoing pandemic. With solid platform reliability and seamless implementation of knowledge tools and workforce management systems, users have been able to adapt and transform their contact center operations to accommodate flexible working arrangements. The integration with customer interaction applications has further enhanced engagement on social media platforms and company websites.

Overall, Puzzel Contact Centre Solution addresses various business challenges by providing a comprehensive platform for efficient communication management across different channels. Its user-friendly interface, continuous innovation, and reliable performance make it an attractive option for businesses seeking to optimize their contact center operations while delivering exceptional customer service.

Puzzel, headquartered in Oslo, offers their Contact Centre Solution, providing a cloud-based ominchannel (e.g. messaging, voice, email, web chat, etc.) platform designed to support customer interactions for companies of all sizes.

Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.

Essentials

Premium

Elite

Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.

US Outbound

Fuze Meetings

Fuze

Puzzel Contact Centre Solution

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Puzzel

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Puzzel Contact Centre Solution

Overview

What is Puzzel Contact Centre Solution?