Puzzel helps businesses do exactly that. Originally founded in Scandinavia, the company has grown into a European market leader in cloud-based customer contact solutions. With a modular platform and offices across multiple countries, Puzzel supports thousands of organizations in making their customer service smarter, more efficient, and more personal. Puzzel’s CX ecosystem combines all channels, AI, and data in one environment, delivering a better experience for both customers and agents.
Every interaction between a customer and your organization is an opportunity to create value. Whether it’s a quick question via chat, an in-depth phone conversation, or a follow-up by email: today’s customers expect to be heard and helped. Personally, quickly, and through the channel of their choice. Organizations that succeed in this stand out and build sustainable relationships.
Puzzel
Contact Centre Suite
At the heart of Puzzel lies the Contact Centre Suite. It brings together all customer interactions (voice, chat, email, social, and more) in one clear environment. Agents no longer need to switch between systems and always have the full customer context at hand. This results in shorter wait times, faster responses, and a consistent experience, regardless of the channel chosen by the customer.
Conversational Intelligence
With Conversational Intelligence, every interaction becomes a chance to learn. Conversations are automatically analyzed and converted into actionable insights. This helps uncover trends, improve processes, and identify where agents need extra support. The result: better-trained teams, higher customer satisfaction, and continuous insight into the performance of your service organization.
Virtual Agent Suite
The Virtual Agent Suite adds smart self-service to your customer service. AI-driven chat and voice bots answer frequently asked questions instantly and can seamlessly transfer to a live agent when needed. This ensures 24/7 availability and reduces pressure on your team, while customers still receive fast and accurate assistance.
Workforce Management
With Workforce Management, you can align staffing precisely with demand. Gain real-time insights into availability and performance, and easily adjust schedules during peaks or unexpected busy periods. This leads to more efficient use of resources and a better balance between workload and service quality.
Case Management
Finally, Case Management ensures that no request or message is ever lost. All customer cases are automatically collected, assigned, and followed up within the platform. This helps you maintain oversight, collaborate more efficiently, and resolve issues systematically. The result is not only faster handling times but also higher satisfaction for both customers and employees.
Want to know more about Puzzel?
Every business is different, and so is customer contact. Would you like to learn more about Puzzel’s solutions? Or do you face another challenge within your contact center? Get in touch! We are happy to advise and support you as your independent partner in customer contact solutions. Click the banner below to contact us.