Overview

Puzzel is a European Customer Experience (CX) ecosystem built on AI to streamline and personalise customer service across channels. At its core lies a cloud‑based contact centre platform that unifies voice, chat, email, SMS, and social media into a single interface. It empowers agents and managers with real‑time insights, smart routing, and workforce planning tools—all designed to enhance satisfaction and efficiency.

Features and Capabilities

• Omnichannel Contact Centre: Unified handling of voice, email, chat, SMS, and social — all in one interface
• AI‑Driven Agent Assist: Real‑time sentiment analysis and response suggestions to reduce resolution times
• Virtual Agent Suite: AI agents for chat, voice, and email for scalable automation
• Conversational Intelligence: GenAI‑powered conversation insights, call summaries, quality assurance, and trend analytics
• Workforce Management: Forecasting, scheduling, adherence, preferences, and intraday task optimisations
• Case Management (Ticketing): Multichannel tracking and resolution of customer inquiries
• Self‑Service Automation: Intent‑engine and chatbots enabling proactive support and smooth agent escalation
• Integrations: Seamless connections with Salesforce, Microsoft Dynamics, Teams, Zendesk, CRM platforms, and more
• Reporting & Analytics: Dashboards, raw data, workforce and customer insights to drive continual improvement