Voice
Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more. Learn more about Voice
Engage your agents and wow your customers with Puzzel’s omnichannel call centre software
Deliver personalised customer journeys with live and self-service experiences – all in a single call centre platform.
- 90%
- 4%
abandonment
- 50%
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
Omnichannel call centre software that supercharges your business
With Puzzel your agents can deliver targeted and proactive customer service in a single platform. That’s why Puzzel ranks as one of the leading omnichannel call centre software providers in Europe.
Connecting Customer Experiences
Intelligent skills-based routing ensures every enquiry – no matter the channel – is assigned to the right agents with the right skills to delight your customers every time with Puzzel’s omnichannel contact centre solutions.
Respond to emails fast with automatic routing, queuing and prioritisation. Learn more about Email
Web Chat
Offer your customers live, convenient support as they browse your website. Learn more about Web Chat
Social
Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot. Learn more about Social
SMS
Deliver personalised service, surveys and campaigns straight to your customers’ mobile phones. Learn more about SMS
Video
Video chat with customers and share screens for a more empathetic customer experience. Learn more about Video
High-powered Managers
Insights: See your teams’ perofrmance in real-time with Puzzel Quality Monitoring and Performance Management.
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Productivity: Plan ahead and make critical decisions with Puzzel WFM and Puzzel’s Real-time Reporting Dashboard.
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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.
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Productivity: Free up your Agents’ time for the things that really matter by automating routine tasks.
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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.
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Experience: Allow your customers to switch between channels of their choice.
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Productivity: Track customers’ behaviour on your website to understand their needs and deliver a smarter experience with Puzzel Digital Engagement.
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.
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.
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
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*
- Omnichannel routing
- IVR with Text to Speech
- Advanced Agent Assist
(sentiment analysis, bot** and knowledgebase help for agents) - Microsoft Teams Integration
- Reporting
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*
- 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.
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
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)
*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.
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Contact us
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Telephone +44 (0) 333 300 0066
Registered in England & Wales 4124967
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