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Drive contact centre success with efficient operations.

Empower your contact centre managers with the tools they need to ensure maximum contact centre efficiency with a single location for managing and monitoring operations, in real-time.

Contact Centre-1

Trusted by Europe's customer experience leaders.

Run operations more smoothly.

Make it easy for your managers and leaders to run their operations more efficiently. Monitor performance in real-time, make changes on the spot and get access to insightful reports to make data-driven decisions, ensuring your contact centre always is setup for success. 

monitor and manage contact centre

Centralised control, at your fingertips.

The Control Centre allows managers to monitor, optimise and keep track of all contact centre operations from a single interface. Set up call flows and IVR processes, manage incoming customer queries, monitor agent activities, and generate reports, quickly and easily. This not only reduces the workload for managers but also equips them with everything they need to make informed decisions. 

make changes in real-time

Make changes on the spot, quickly and efficiently.

With full insights into contact centre operations, managers can identify when changes are needed. The Control Centre makes it easy to make changes on the spot, in real-time, ensuring maximum efficiency around the clock.

service levels

Deliver high quality in every conversation.

Efficient operations lead to better customer support. The Control Centre gives managers the tools they need to ensure excellent customer experiences. Managers can monitor the quality of interactions and automate routing of queries to the most skilled agents, ultimately ensuring customers get the support they deserve.  

Features of the Control Centre.

Call flow management
Route calls more effectively using a variety of presets or customer input.
call flow management
Queue management
Direct customer queries to agents using a channel-agnostic algorithm.
skill-based routing
User profile management
Set up and monitor agent profiles and activities.
Reporting ticketing
Quality monitoring
Includes call monitoring, recording, and storage.
make real-time adjustments
Empower your contact centre with the Puzzel CX Platform.

Control Centre is part of Puzzel Contact Centre, which is integrated in 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 Contact Centre to enhance your organisation's operations.