Contact Centre

Your complete contact centre solution in one easy-to-use, native cloud application.

Connect with your customers anytime, anywhere, through any channel and on any device.

Puzzel’s cloud-based contact centre solution is a highly flexible and scalable omnichannel solution for companies of all sizes. It offers increased productivity, closer customer contact and improved service levels.

Recognised by industry analysts for its market-leading innovation and user-friendly design, our software provides you with everything you need to deliver exceptional customer service and effortless agent experiences.

Securely hosted in the cloud and available on all devices, it’s perfect for remote working, and fully customisable with a wide range of apps and integrations to suit your unique business needs.

How we can help you deliver standout customer service and support your busy team:

  • 360°view of customer interactions
    Provide your agents with a single, unified view of all customer interactions across all channels
  • Quick to set up and easy to scale
    Get your contact centre up and running in just days – not weeks – and scale anytime to meet changing demand
  • Tailored to your needs
    Build the perfect solution for your contact centre with dozens of integrations available through our Marketplace

Contact Centre – at a glance

You know your customers; we know service. We’re here to help you get connected, streamline operations and maximise your contact centre’s potential.

Success beyond voice

Engage with your cusotmers across all channels to forge stronger relationships and drive loyalty

Connected experiences

Bring instant order to your complex communications with advanced ticketing, AI and automations

Empowered employees

Build high-performance workforces with accurate forecasting, scheduling and real-time quality monitoring

Connecting Customer Experiences

Meet your customers on the channels they choose with our omnichannel solution. Intelligent skills-based routing ensures every enquiry – no matter the channel – is assigned to the right agents with the right skills to delight your customers every time.

Contact Centre – features in detail

Agent Application

Our Agent Application brings all your channels together into one, simple interface. Agents can easily switch between voice, email, web chat, social and SMS requests, see all customer interactions, and handle multiple enquiries at once without cluttering their screens.

Agents can also customise their application with widgets and quick access buttons for a more personalised agent experience.

Administration Portal

Our powerful Administration Portal is the engine room of your contact centre, providing leaders with a live and comprehensive overview of operations and performance.

Managers and supervisors can monitor traffic, track key performance indicators including requests answered, wait times and survey scores, and make critical service changes on demand.

AI at every touch point

Experience the full power of AI with Agent Assist, Speech Analytics and Puzzel Bot.

Agent Assist expertly guides your agents through challenging interactions, offering helpful suggestions in real-time based on the customer’s mood, while Speech Analytics mines your recorded customer calls to identify key trends, potential opportunities and areas of concern. With our Puzzel Bot solution, you can answer customer enquiries 24-7 with no human intervention required.

Seamless integrations

Our open software can integrate with CRM systems, speech recognition engines and dozens of other third-party applications to help you build an efficient, feature-rich solution for your contact centre.

Take advantage of our seamless integrations with Microsoft Dynamics, Microsoft Teams, Salesforce and more.

Puzzel Ticketing

Bring instant order to your complex customer communications with our advanced ticketing solution.

Puzzel Ticketing automatically converts your email, SMS and social media requests into support tickets and assigns them a unique ticket ID. These can then be filtered, categorised and distributed to the right agent or handled through automations.

Trusted by award-winning businesses

luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

“Great service by a great company!”

“Puzzel’s omni-channel solution is great for companies that appreciate innovation, efficiency and reliability. At MYJAR, we use Puzzel’s telephony and ticketing solution, which has resulted in increased agent efficiency through Automatic Call Distributor (ACD) and skill-based routing, as well as contact prioritisation. It’s loved by agents because it’s modern, very user friendly and intuitive. Puzzel offers a fantastic range of customisable reports that you can tailor to your business requirements and their team is always available for support.”

Risto Proosa, Operations Director at MYJAR

“Great team and great support”

“Great team and great support. Always willing to listen and explore ideas with you and also share their experience to help you shape your services.”

Matthew Phillips, Assistant Director of Housing at Newlon Housing Trust

Figleaves logo

“We have been a delighted customer of Puzzel for over 10 years”

“With the continued R&D there is always something new to add to an already wide range of features ensuring that communicating with our customer remains seamless. With their great reporting facility, managing your staff, your customer contacts and your workload has never been easier. The support team are friendly and reliable with a real personal touch, ensuring that we have a cloud-based solution that is always up and running.”

Leigh Jansen, Head of Customer Care and Operations at Figleaves

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

Gartner

Recognised by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service for the fifth consecutive year.

Frost & Sullivan

Recognised by Frost & Sullivan as a Top 3 CCaaS provider for Europe.

Puzzel Marketplace

Seamlessly integrated

Marketplace offers out-of-the-box integrations and upgrades to enhance your customer
service system, allowing your Puzzel customer service solution to grow with your business

Frequently asked questions

Cloud contact centres are hosted and operated in the cloud. They are a modern alternative to traditional on-premises contact centres, where all hardware, software and infrastructure is stored and used onsite. Cloud contact centres are typically more agile, scalable and cost effective than on-premises contact centres, which require costly in-house support and maintenance. Many Contact Centre as a Service (CCaaS) providers offer complete cloud contact centre solutions on a pay-per-seat model. Cloud contact centres are particularly popular among companies that wish to offer flexible work from home arrangements for their agents.  

Omnichannel contact centres can provide seamless customer service and support across multiple channels. While customers may choose to make an initial enquiry via email, they may then continue with that enquiry on social media or on the phone. Most omnichannel contact centres offer service across voice, email, web chat, social and SMS.  

Skills-based routing ensures customers are directed to the first available agent with the highest skills to handle their enquiries every time. Here’s how it works in the Puzzel Contact Centre:  

  • All interactions from all channels are delivered to an agent via a contact centre queue. 
  • Skills assigned with the agent determine which queues the agent may service, and their priority amongst the pool of agents for that queue.
  • When there are requests in a queue and an agent becomes available, Puzzel automatically allocates the request that has been waiting the longest time (with the highest service-level agreement or SLA score). 
  • When more than one agent is available, Puzzel automatically allocates the request to the best agent (which has the highest SLA-score on the queue), and if all available agents are equally skilled, the one with the longest time since last offered a request is chosen.  

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

Yes. IP restriction and customer-specific whitelists are supported.

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