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

Resolve@1.2x

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

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

Power

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
  • Performance Management
  • Reporting
  • Workforce Management (WFM)


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

Compare Contact Centre Packages

Products Resolve Impress Power
Channels
Voice
Web Chat
Email
Social messaging
SMS
Omnichannel routing
IVR
Basic
Text to speech
Voice Bot
Voice
Call recording
Softphone
Callout
Audio management
Access number
Silent monitoring
Call-back from phone queue
Call-back from website
Scheduled call-back
SMS call-back
Agent Application
Agent Assist
CRM Pop
Agent Widget API
Switchboard
Catalogue
AI
(AI-powered) Agent Knowledgebase
AI-powered interactions analytics
Contact Centre Management
Call Flow Tool
Performance Management
Puzzel WFM
Media Archive
Customer List Search
Insights
Dashboards
Reporting & statistics
Integrations
Access to Puzzel Marketplace
E-Task API
Microsoft Teams
SMS gateway
Puzzel Bot gateway
Admin
User management
Access control
User groups & profiles

Check out Puzzel’s selection of add-ons

  • Video call
  • Co-browsing*
  • Screen share*

  • Puzzel WFM
  • Puzzel Quality Assurance
  • Customer Insight
  • Performance Management
  • Raw data
  • Text to Speech (TTS)
  • Voice Bot
  • Digital Engagement Internal Authentication Service
  • Digital Engagement External Authentication Service

  • Customer facing Knowledgebase
  • Digital Engagement additional domains and interfaces
  • Digital Engagement additional domains
  • Puzzel Smart Chatbot
  • Puzzel Smart Bot additional intent models

  • Salesforce
  • Zendesk
  • Dynamics CRM
  • Presence Hub
  • Single Sign-On (SSO)
  • Digital Engagement Bot Gateway
  • Puzzel Bot Gateway
  • Google Analytics
  • Digital Engagement Generic APIs
  • WhatsApp
  • SMS Gateway

  • Dialler
  • Voice transcriptions
  • Extra recording storage
  • Case management
  • Schedule a meeting
  • SMS notifications for meeting booked
  • PCI phone payment
  • Identity & verification

  • Chat & SMS survey

  • Puzzel Express Connect SIP Trunk
  • Puzzel Partner Connect SIP Trunks
  • Multi-carrier option (UK only)
  • Puzzel Private VPN Trunk for Partners
  • Telenor IPT Partner Connect
  • Telia NO Partner Connect
  • NetNordic Partner Connect SIP Trunk
  • Premium SMS (Norway only)
  • Gold access number

  • Digital Engagement Dedicated Hosting
  • Digital Engagement Account Specific TURN server
  • Digital Engagement Local Data Storage
  • Digital Engagement Test Instance

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

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

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. 

Compare packages

Products Discover Embrace
Channels
Web chat
SMS
Social messaging
Self-service
Smart Chatbot
Customer facing Knowledgebase
Agent application
Agent Assist
AI-powered Agent Knowledgebase
AI-powered interactions analytics
CRM Pop
Agent widget API
Channel management
Real-time website user behaviour
Channel management
Dynamic banners
Dynamic banner behaviour
Dynamic banner content
Contextual routing
Automatic load management
Chat banner control
Customer engagement resources
Chat conversations copy
Save chat conversations as PDF
Mobile optimised
Contact centre management
Proactive interaction rules
Bot trainer
Multi-skill groups
Customisable design
Insights
Customer engagement reporting
Dashboard
Reporting & statistics
Integrations
Access to Puzzel Marketplace
E-Task API
Microsoft Teams
SMS gateway
Digital Engagement Bot Gateway
Admin
User management
Access control
User groups & profiles
Dynamic shortcuts

Check out Puzzel’s selection of add-ons

  • Video call
  • Co-browsing*
  • Screen share*

  • Customer facing knowledgebase
  • Digital Engagement additional languages and design themes
  • Digital Engagement additional domains
  • Puzzel Smart Bot additional intent models

  • Puzzel WFM
  • Puzzel Quality Assurance
  • Customer Insight
  • Performance Management
  • Raw data
  • Digital Engagement Internal Authentication Service
  • Digital Engagement External Authentication Service

  • Salesforce
  • Zendesk
  • Dynamics CRM
  • Single Sign-On (SSO)
  • Digital Engagement Bot Gateway
  • Google Analytics
  • SMS Gateway
  • Digital Engagement Generic APIs
  • WhatsApp

  • Digital Engagement Dedicated Hosting
  • Digital Engagement Account Specific TURN server
  • Digital Engagement Local Data Storage
  • Digital Engagement Test Instance

  • Case management
  • Schedule a meeting
  • SMS notifications for meeting booked
  • Identity & verification

Customer Care Packages

Service Basic Standard Premium Elite
Multi-channel support
Troubleshooting
Platform status
Knowledgebase
Customer Hub
Business hours
Extended support
Warranty service levels
Service level reporting
Extended emergency phone support
24-7 emergency phone support

  • Extended service level reporting
  • Service Manager

Choosing the right solution for your contact centre shouldn’t be complicated. That’s why we’ve created a suite of packages with you, your employees and your customers top of mind. We’re here to give you the space to excel, joining you on the journey as you continuously improve the way you serve your customers.

Frequently Asked Questions

How can I purchase a package?

Select “Request pricing”, fill in the request form. Once complete, a member of the Puzzel team will reach out to guide you through the process.

What if I don’t see a package right for me, can I build my own?

Here at Puzzel, we understand that every organisation is different. If you can’t see a package that is right for you, you can personalise your package by choosing a selection of add-ons to create your desired package. If you require support, click “Request pricing” and a Puzzel expert will reach out to help.

What’s the contract period?

Puzzel’s contract periods are one, two or three years. Find out more about our contract periods here by speaking to a product expert.

What’s a named agent license, and what’s the difference with a concurrent license?

A named user is any agent who may use the application at any time. Concurrent users only count the total number of users who are connected at the same time, so one license can be used by multiple agents but during different shifts.

Where are Puzzel’s data centres?

We deliver our services from two data centers in Oslo in Norway and from Microsoft Azure UK and EU (Netherlands and Ireland) locations.

We rent co-location space, cooling and power but manage the rest ourselves. Puzzel has implemented geo-redundancy and our data centres also have full local redundancy on all levels. All components and services are N+1. All data is stored within EU/EEA.

Request pricing

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