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
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.
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.
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.
*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.
| Products | Resolve | Impress | Power |
|---|---|---|---|
| Channels | |||
| Voice | |||
| Web Chat | |||
| 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 | |||
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.
You want to improve your customer satisfaction with self-service and personalised service, while reducing costs by automating manual and repetitive tasks.
*Messaging includes choice of SMS and Social.
**This requires Puzzel bot or any other bot integrated via Puzzel bot gateway.
| 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 | ||
Case management
Schedule a meeting
SMS notifications for meeting booked
Identity & verification
| 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 |
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.
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.
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.
Puzzel’s contract periods are one, two or three years. Find out more about our contract periods here by speaking to a product expert.
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.
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.
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