Philosophy
Automate
where it matters
AI and human empathy are not in competition. The organisations getting the most from AI are not the ones that have automated the most — they are the ones that have automated the right things, and kept their people focused on the conversations that genuinely need them.
Puzzel’s System of Resolution is built around this balance. Every product knows when to handle something automatically and when to put a human in the loop, and every agent has the context and support to handle complex situations with confidence.
That means faster resolutions, more consistent service, and a team that spends its time on the work that actually matters.
Key features.
Control Centre
Empower your managers with a centralised solution that allows them to configure and manage all contact centre operations. From a single dashboard, they'll have access to the information and insights needed to optimise the contact centre’s performance, in real-time.
Omni-Channel Routing
Create a consistent user experience across all channels for your agents and customers alike. Let your customers connect with you on their favourite channels, ensuring they’re always connected with an agent who has the right skills and knowledge to solve their queries.
Agent Workspace
Boost your agents’ productivity with a single dashboard that centralises all customer interactions and tools needed to resolve their queries more efficiently. The Agent Workspace gathers information from several sources, including integrations, enabling them to provide personalised support, faster. Plus, the dashboard is customisable, letting them use a setup of their choice, easily and simply.
Agent Assist
Transform your customer support by equipping your agents with AI-powered insights, in real-time. Agent Assist provides automated customer sentiment and response recommendations, empowering your agents to deliver empathic and personalised support, faster. The result? Reduced resolution times and improved customer satisfaction.
Reporting
Get actionable insights with our combined dashboard and customisable reporting tools, designed to inform decision-making and strategy refinement.
