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Manage inbound queries with ease.

Equip your team with the tools they need to manage inbound customer queries effectively, ensuring optimised ticket handling and faster resolution times.

Case Management-1

Trusted by Europe's customer experience leaders.

Effortless ticket management.

With one space to view, route and report on inbound ticket queues, your contact centre can run more efficiently. Configure automated workflows, set up skill-based routing and make changes on the spot, ensuring smooth operations for your agents and faster resolutions for your customers. 

customer queries

Handle customer queries, faster.

Give agents full visibility over inbound tickets through categorisation, prioritisation and tagging. And, with skill-based routing, they can focus on addressing cases that align with their expertise. This not only boosts operational efficiency, but reduces the workload on your agents, enabling them to resolve tickets faster.

real-time adjustments

Make changes on the spot and scale with ease.

With real-time insights into ticket queues, managers can quickly identify when changes are needed. The Control Centre makes it easy to make changes on the spot and handle unexpected surges, ensuring maximum efficiency at all times.

Features of Control Centre.

Ticket prioritisation
Tag and prioritise tickets for better visibility.
ticketing management
Skill-based routing
Direct customer tickets to the right agent
skill-based routing
View and setup customisable reports
Reporting ticketing
Real-time adjustments
Make adjustments in real-time.
make real-time adjustments
Setup integrations with other systems including Salesforce, Jira and Customer Insights.
Empower your contact centre with the Puzzel CX Platform.

Control Centre is part of Puzzel Case Management, which is an add-on to the Puzzel CX Platform. The Puzzel CX Platform combines Contact Centre as a Service with Self-Service Automation capabilities. This helps you consolidate all your contact centre technologies in a single platform, so you can focus on what matters most – providing delightful customer experiences, regardless of channel 

Frequently asked questions.

Yes, I'd like to supercharge my organisation's customer experience with Puzzel.

Explore how control centre can work for Puzzel Case Management to enhance your organisation's outbound campaigns.