Award winning customer contact management software

Allow your agents to focus on the conversations that matter with Puzzel Case Management and workflow automation.

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How does Case Management transform email and SMS management for contact centres?

  • Optimise the quality of your communications and delight customers
    Easily assign conversations based on experience, knowledge and capacity to ensure customers receive the best experience they can.
  • Manage email volumes more efficiently
    Take advantage of automated processes that route your email and SMS more efficiently. Manage team tasks effortlessly and use templates for communications consistency.
  • First-class reporting and analytics
    Quickly measure customer satisfaction, agent and team efficiency and maximise your ROI.

Customer contact management software that supercharges your business

Case Management is an easy-to-use, cloud-based platform which provides a simple, consolidated solution for all your customer comms.

With robust integrations for your Contact Centre Platform and a wide array of features designed to augment your workflows, our is the ultimate tool to enhance your customer experience, identify opportunities and maximise engagement.

Success beyond voice

Predict, improve and augment all interactions. Instantly improve your productivity with carefully planned workflow rules to ensure conversations are always assigned to the most appropriate teams.

Connected experiences

All the tools you need to confidently handle high volumes of email and SMS. Manage, prioritise and filter threads with intuitive keyword tagging and ensure response consistency with template-driven communications.

Empowered employees

View real-time performance analytics and insights to gauge your team’s efficiency and your customers satisfaction.

Why Puzzel Case Management?

Bring instant order to your inbox

Email and SMS are excellent communication channels for customers and contact centres alike, but without proper management, your comms can quickly get out of hand.

Case Management has been designed from the ground up to enable busy contact centres to bring instant order to email communications and improvements to customer experience.

Automated Workflows

Manage your workforce capabilities and capacity better by setting up permissions and assigning conversations to the right person and role.

Using relevant keywords, administrators and supervisors can set-up filters that tag conversations and instantly route them to the most appropriate member of staff or even a whole team.

Complex conversations, kept simple

Our powerful tools enable managers to automatically convert ongoing conversations into a single thread, so resolved conversations are easily archived.

By assigning predefined categories and using keyword tagging, greater visibility and workflow management is achieved throughout your contact centre.

The Puzzel Principle

Our solutions all share some core features which we believe are essential to maximising agent engagement and customer experience.

Single, customisable intuitive user-interface and intelligent monitoring help deliver a first-class service.

Trusted by award-winning businesses

“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

luke sambridgeaffinity water

“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

Josh Kirkbride photoSimply Business logo

“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

“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

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.


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


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


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)

*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.


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


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)

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

Contact us

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Telephone +44 (0) 333 300 0066
Registered in England & Wales 4124967

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