Quickly build a high-performance, more efficient workforce

Puzzel WFM is our new Workforce Management solution that lives in the cloud as a constituent part of the award-winning Puzzel Customer Service Platform. Puzzel WFM enables contact centre managers to accurately forecast and schedule staffing requirements – which all help to deliver an exceptional customer service.

Why contact-centres are turning to Puzzel WFM

  • A workforce management solution optimised just for Contact Centres
  • A powerful suite of tools, that are intuitive to understand and easy to use
  • Cost-effective, flexible and scalable. Puzzel WFM is quick to implement and suited to businesses of all shapes and sizes
  • Securely hosted within an enterprise-grade cloud infrastructure. Upgrades, security-patching and version control are seamlessly optimised.

Puzzel WFM - at a glance

Puzzel WFM provides an easy-to-use, cloud-based platform which enables forecasting and scheduling for your entire contact centre workforce. Along with many additional functions designed to increase agent retention and reduce administrative overheads.  It has established real-time and historic connectors to integrate with your existing contact centre solution when run independently from the Puzzel Customer Service Platform.

Accurate Forecasting

Base forecasts on auto captured historical trends direct from your contact centre.

Optimised Scheduling

Schedule your agents to be in the best place possible to achieve the highest service level for your customers.

Real-Time Adherence (RTA)

Gain immediate insight into agent performance to support real-time decision making.

Puzzel WFM - features in detail

Accurate forecasting

Our multi-skill forecasting tool will have you creating, editing and finalising demand for your contact centre in no time.

Forecasting in contact centres can be a long and challenging task when working solely with Excel spreadsheets, especially in today’s multi-skill, omnichannel world. Puzzel WFM’s intuitive solution design makes this process straightforward for both first time analysts and established resource professionals.

Optimised scheduling

Our super fast scheduler not only provides instant optimised schedules, it also allows you to make real-time changes, so your centre can boost service levels to cope with sudden changes in available employees.

Our simple, yet powerful technology provides a multi-skill, multi-media scheduling system which gives you full control. It includes rotational shifts along with outstanding agent optimisation as standard. As part of Intraday Management you can drag and drop any part of an agent’s shift or add activities at any time.

Real-Time Adherence (RTA)

Gain insight into agent performance to support real-time decision making.

Each agent’s real-time status is graphically displayed, showing what the agent is doing versus what they should be doing and highlighting any differences. Supervisors can easily see at a glance how their teams are performing and immediately identify good and poor agent behaviour. This allows any needed action to be taken real-time and ensures customer service levels continue to be met.

The Puzzel principle

Our solutions all share some core features which we believe are essential to maximising agent engagement and customer experience.

Customised portals, intuitive user-interfaces and intelligent monitoring help deliver a first-class service.

Trusted by award winning businesses

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"Makes life so much easier"

"Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier."

Josh Kirkbride, Resource Planner at Simply Business

luke sambridge

"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

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

FM24 logo

"Delivering world-class customer service"

"We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service."

Sasha Memedovic, Head of Service Delivery at fm24

"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

Puzzel’s complete eco-system intelligently integrates with leading technologies

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Hosted in our enterprise cloud infrastructure, the Puzzel Customer Service Platform combines WFM with our Contact Centre solution, Ticketing and AI solutions.

Customisable to create your own personalised customer service solution using fully integrated products from our technology partners on the Puzzel Marketplace.

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Three great packages to choose from:

WFM Lite, Full Package or Puzzel Customer Service Platform

Puzzel WFM Lite

Comprehensive workforce management capabilities including:

  • Forecasting
  • Scheduling
  • Client & Agent Portal
  • Reporting

Puzzel WFM Full Package

All the features from the WFM Lite package
PLUS

  • Real-Time Adherence
  • Online e-learning
  • Integration to ACD
  • Welcome Workshop
  • Welcome Training

Puzzel Customer Service Platform

Maximise your customer experience and contact centre efficiency with Puzzel Customer Service Platform

  • Puzzel Contact Centre
  • Puzzel WFM
  • Puzzel Ticketing
  • Personalise your own solution using Puzzel Marketplace
Puzzel Marketplace

All you need for seamless integration

Puzzel 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

Microsoft Dynamics 365
Salesforce Appexchange logo (Marketplace)
Trustpilot
Oracle

Frequently asked questions