Puzzel Reviews

Ease of use! does exactly what you need it to, without bombarding you with unessarcy extras

Being an evolving product it's prone to bugs, but the team work quickly to get it looked at and fixed,

Allowing us to know when to put people in the right place to answer our customers when they need us

Reporting and the way it is easy to use.

You can easily set up new agents and keep a close eye on team performance including call recordings.

Nothing as it currently stands, I am happy how Puzzel is set up for my team.

We use Puzzel for our Service Desk team

Puzzel provides easy access and visibility of call volumes and how our agents handle them.

This allows us to have a close eye on performance and ensure the best service is provided to the business we support.

Solve a lot of the problems that contact centres face when trying to decide on their tech stack and looking to avoid too many suppliers. The QA platform is particularly excellnt

No real downsides although depth of feature when you offer so much always has the potential to be restricted. That isnt a real issue for most of us and I think they have a strong roster of partners to help on that front if needed.

Customer centricity across the operation and access to data that we can connect easily. They also tie things up neatly to ensure we only get what we need and so economically they work out great.

Nice user interface. Puzzel is easy to use for our agents, everyone can customize their user profile.

It is easy to use for our managers, we can generate reports fast and easy.

Nothing to say about this, the system works very well.

I have nothing else here.

Puzzel is our Contact Cebter solution. Helps us handle telephone calls, emails, chat and more.

The system works as it should when it should and it rarely breaks down.

Youre your own admin and you can easily control the whole tool with out contacting Puzzel. Very smooth!

Seriously i dont now. I have been customer for like 10 years and i cant find anything that really annoys me.

We have a large number of calls in a short period every month and other call center platforms couldnt handle all of the calls in a perfect way. Besides that i really appreciate that Puzzel stays ahead with new solutions and apps making our work fly everyday.

Having worked with Puzzel now for just over 12 months, I have found the experience of design, build, and implementation phases seamless and highly professional. One of the most considerable qualities we were looking for in a new telephony provider was the ability to develop a partnership. We have certainly found that over the last year, we are very much a part of the puzzel team as they are within our community which I believe is an essential part of the journey when two organizations come together. A large part of that has been down to our excellent relationship with the Puzzel team on our account of Ram, Rob, Henry & Lina. Everything from architect design assistance to puzzel support for an issue has been excellent. The user interface within Puzzel Admin & Agent is brilliant and so easy to use at every level. The FLOW section for our IVR is the best I have used within a telephony platform, and changes are straightforward to make.

There isn't a great deal I don't like about the puzzel platform. Given we launched this new platform into our organization during a global pandemic, I think it speaks volumes about puzzel's customer service and care to its customers. Perhaps the raw data could be available on the platform itself in future which would allow us to create custom reports in puzzel rather than through excel or Power BI etc..

Would 100% recommend Puzzel as a partner for any company looking to bring in omnichannel/telephony channels

We have realized the benefit of flexible working with Puzzel, and as mentioned, we have done this through homeworking through the ongoing pandemic. We have launched a Knowledge Tool, WFM system including quality & performance management & schedule adherence. These are areas we have previously done manually using spreadsheets and various other systems so the seamless implemenation of these areas was excellent. As i mentioned above one of the main and probably the most crucial benefit was the partnership and the sense of the teamwork between puzzel and ourselves. I think given the last 18 months for us all during the pandemic has been a real challenge, with many of us having to change the way we work. We have changed our contact centre a great deal this last year and Puzzel has assisted us in that through the excellent customer service they provided along with a solid platform itself.

Managing a multi-skill environment is better than most competitors. Support and account management are responsive to customers wishes.

Admin interface could benefit from a redesign, perhaps matching a more common tree structure panel. Reports are fulfilling basic needs, but adding access to raw data is essential to do advanced reporting. Data structure is a bit complicated, and may require complicated sql queries.

Call flow tool keep us able to respond quickly and implement changes to IVR fast. Raw data access and API have enabled us to design dashboards and reports for most insights we need. We need to prioritze both queues and agents with multiple skills and we can Puzzel to set up a system that runs without too much monitoring and interference throughout the day.

Puzzel is a partner for us, we work in partnership with Puzzel instead of them beeing just another vendor. We are followed up closely, and we get the help we want when we need it.

So far it has been the development on the dialer functionality, this has not been good enough. We are working on solving issues regarding this now, but this has taken to much time.

Puzzel is helping us by showing us the possibilities with the different systems in the solution. They are also precent at conferences and arenas that are educational for us. Puzzel gives us good insight in the customer service market.

The software has provided excellent tools for setting up reliable customer service center. It brings closer our products and services to our customers. Puzzel discovers demands of our consumers with solution on how to satisfy them. Sales and marketing team interaction with our clients has improved since we deployed this platform and the sales volume has increased.

I have not developed any negative opinion towards the overall performance of this product. The set targets on customer service impovements have been achieved.

We have been able to integrate Puzzel with customer interaction applications successfully to enhance effective engagement. The digital online customer engagement on our social media accounts and on the company websites has been performing well since we deployed this product. The number of customers has increased due to increased engagement and quick feedback from the customer support staff.

Puzzel gives the most important programs an opportunity to be executed first. We have improved our services to our clients and build close relationship. Close interactions with pur potential customers has enhanced increased sales.

I am impressed by the performance of this product always.

Puzzel connects the company with international merchants. It has provided best sales and marketing leads that have won more clients. The digital engagement tools has improved buying experiences of our clients from various digital platforms across the world.