Seamless Microsoft Teams contact centrr integration with Puzzel

Increase cross-team collaboration and streamline your service with Puzzel’s Microsoft Teams contact centre integration

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Why people choose Puzzel

  • A Microsoft Teams certified partner
  • Eliminate the need for agents to switch between application windows
  • View the presence status of agents and colleagues across the organisation
  • View contacts’ calendars to better align meetings and calls
  • Connect agents with colleagues at home and in the office

Supercharge your contact centre with Microsoft Teams integration

With Puzzel you can deliver connected experiences for your customers and your agents with our Microsoft Teams contact centre integration. That’s what makes us the CCaaS platform for everyone, you included.

High-powered Managers

  • Insights: See your teams’ perofrmance in real-time with Puzzel Quality Monitoring and Performance Management.

  • Productivity: Plan ahead and make critical decisions with Puzzel WFM and Puzzel’s Real-time Reporting Dashboard.

  • Experience: With tools such as Call Flow Tool, you can design the call flow (route) around your agents’ strengths in an easy-to-use interface.

Enriched agents

  • Insights: Consolidate all customer interactions into a single platform, and empower agents with Agent Assist and Puzzel Knowledgebase.

  • Productivity: Free up your Agents’ time for the things that really matter by automating routine tasks.

  • Experience: Provide your Agents with features that make things easier for them, such as Screen Share, Video Share, and simple remote working.

Valued customers

  • Insights: Guide your Agents through challenging interactions in real-time based on the customer’s mood and their entire interaction history.

  • Experience: Allow your customers to switch between channels of their choice.

  • Productivity: Track customers’ behaviour on your website to understand their needs and deliver a smarter experience with Puzzel Digital Engagement.

Keep hybrid teams connected

Microsoft Teams keeps your agents connected when they’re working from home, in the office, or anywhere in between. Agents can chat with their colleagues with out leaving the Puzzel Agent application and join in team discussions from any location, keeping them engaged and reducing the need for internal calls and email chains.

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Streamline your workflows

Integrating Microsoft Teams into your Puzzel Contact Centre removes the need for agents to constantly switch between windows and tabs while interacting with customers. Agents can request advice from your back office or other colleagues quickly, without having to put the customer on hold, speeding up handling times and increasing customer satisfaction.

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Increase internal visibility

Microsoft Teams enables you to view your colleagues’ presence status and work calendars to better align plans, meetings and calls. Got an urgent question? You can instantly see who is available to help and who is busy or away from their desk.

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The best customer service providers use Puzzel

Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences.

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

“Great service by a great company!”

“Puzzel’s omni-channel solution is great for companies that appreciate innovation, efficiency and reliability. At TieTa, we use Puzzel’s telephony and ticketing solution, which has resulted in increased agent efficiency through Automatic Call Distributor (ACD) and skill-based routing, as well as contact prioritisation. It’s loved by agents because it’s modern, very user friendly and intuitive. Puzzel offers a fantastic range of customisable reports that you can tailor to your business requirements and their team is always available for support.”

Risto Proosa, Operations Director at TieTa

“Everything is smoother now…”

“system has helped. It means there are shorter wait times and more happy people and solutions provided,” Jordan said.”

Jordan Patel, Customer Service and Sales Manager at Newstel

“Great team and great support”

“Great team and great support. Always willing to listen and explore ideas with you and also share their experience to help you shape your services.”

Matthew Phillips, Assistant Director of Housing at Newlon Housing Trust

FM24 logo

“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

Leading CCaaS innovator in Europe

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. 

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