A wfm cloud solution built for teams

Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres

Customise your workforce dashboard with the charts, stats and campaign summaries you need

Workforce agent self-scheduling, including shift trading and holiday management, via dedicated web portal and mobile app

Fast to deploy, easy to use, and scalable to businesses of all shapes and sizes.

Reach maximum performance with intelligent contact centre WFM

Stop agonising over complex spreadsheets and start building a more efficient and engaged workforce with our powerful contact centre WFM solution.

Puzzel WFM enables resource planners to accurately forecast demand and generate instant schedules optimised to deliver the highest service levels for your customers, the best experience for your agents, and the lowest operational cost for your business.

Accurate Forecasting

Base forecasts on historical trends captured directly from your contact centre

Optimised Scheduling

Schedule your agents to be in the best place possible to achieve the highest service levels for your customers

Real-Time Adherence (RTA)

Gain immediate insight into agent performance to support real-time decision making

Everything you need in one cloud solution

Accurate forecasting

Our multi-skill forecasting tool will have you creating, editing, and finalising demand for your contact centre in no time. Forecasting in contact centres can be a long and challenging task, especially when working solely with spreadsheets in today’s multi-skill, omnichannel world. But Puzzel WFM’s intuitive design makes the process straightforward for both first-time analysts and established resource professionals. With data captured directly from your contact centre and automatic and manual smoothing, you can create highly reliable forecasts in minutes.

Optimised scheduling

Our super-fast scheduler not only provides instant optimised schedules, it also allows you to make changes in real-time. With intraday management, you can simply add activities or drag and drop shifts at any time to respond to sudden spikes in demand or last-minute absences. You can also repurpose agents during idle times and assign them offline tasks without impacting critical service level targets. Puzzel WFM also includes a suite of reporting options so you can streamline HR and payroll operations and continuously improve performance.

Real-Time Adherence (RTA)

Gain insight into agent performance to support real-time decision making. Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences. Supervisors can easily see at a glance how their teams are performing and immediately identify good and poor agent behaviour. This enables action to be taken real-time and ensures customer service levels continue to be met.

Agent self-scheduling

Empower your agents with shift preferences, shift trading and holiday management. Agents can submit their availability and shift preferences, request shift changes, trade shifts with colleagues and manage their holidays from home or in the office via a dedicated agent web portal or the Puzzel WFM mobile app. This reduces administrative overhead and offers agents more control over their work-life balance, providing greater flexibility that leads to lower sick days and attrition. 

Trusted by award-winning businesses

“Makes life so much easier”

“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

“We have been a delighted customer of Puzzel for over 10 years”

“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”

Leigh Jansen, Head of Customer Care and Operations at Figleaves

“Delivering world-class customer service”

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

Contact Centre Packages

Puzzel’s Contact Centre Packages give you the flexibility of choosing the right channel mix to support a wide range of customer service environments and evolving customer expectations. Resolve, Impress and Power, help support agents during live interactions. Power not only looks at supporting Agents but Managers too with tools such as performance management and Agent scheduling.

Resolve

You want to start with the essentials for your contact centre by focusing on resolving customer problems via phone.

Voice
Basic IVR
Call recording
Silent monitoring
Reporting
Agent Assist
Microsoft Teams integration

Request pricing

Impress

You want to impress your customers by providing agents with automated support during live interactions so that they have the right tools to deliver the best customer experience.

Voice
Chat
Messaging*
Email
Omnichannel routing
IVR with Text to Speech
Advanced Agent Assist
(sentiment analysis, bot** and knowledgebase help for agents)
Microsoft Teams Integration
Reporting

Request pricing

Power

You want to improve customer satisfaction by providing agents with automated suggested answers during live interactions and by helping managers to give personalised training to agents and effectively staff the contact centre.

Voice
Chat
Messaging*
Email
Omnichannel routing
Voice Bot
Advanced Agent Assist
(sentiment analysis, bot** and knowledgebase help for agents)
Microsoft Teams Integration
Reporting
Performance Management
Workforce Management (WFM)

Request pricing

*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.

Digital First packages

Puzzel’s Digital First is for CCaaS teams looking to improve their channel management strategy and customer satisfaction. These packages aim to deliver proactive and personalised self-service while reducing costs by automating manual and repetitive tasks.

Discover

You want to improve your channel management execution and meet customers where they are, through digital channels.

Channel management
Website user behaviour
Dynamic banners
Web chat & messaging*
Contextual routing
Agent Assist including Knowledgebase

Request pricing

Embrace

You want to improve your customer satisfaction with self-service and personalised service, while reducing costs by automating manual and repetitive tasks.

Smart Chatbot
Customer facing Knowledgebase
Channel management
Website user behaviour
Dynamic banners
Web chat & messaging*
Contextual routing
Agent Assist
(including sentiment Analysis, Bot** and Knowledgebase help for agents)

Request pricing

*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.

Award winning contact centre WFM

Unlock your call centre’s full potential with smarter contact centre workforce management (WFM) software.

A wfm cloud solution built for teams

Reach maximum performance with intelligent contact centre WFM

Accurate Forecasting

Optimised Scheduling

Real-Time Adherence (RTA)

Everything you need in one cloud solution

Accurate forecasting

Optimised scheduling

Real-Time Adherence (RTA)

Agent self-scheduling

Trusted by award-winning businesses

“Makes life so much easier”

“It wouldn’t have been possible without Puzzel”

“We have been a delighted customer of Puzzel for over 10 years”

“Delivering world-class customer service”

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

Contact Centre Packages

Resolve

Impress

Power

Digital First packages

Discover

Embrace

Puzzel ranked in the top 3 European CCaaS providers by Frost & Sullivan

Why Puzzel?

Our platform

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