Designed in the Nordics, Puzzel Contact Center as a Service (CCaaS) platform provides all the tools, channels, and functionality needed to simplify the complex. Automation ensures that agents’ time is spent more productively, data analytics provide managers with precious insights, and most importantly, customers receive a quicker, more convenient resolution. Our platform offers customers a seamless experience across all channels using the latest cloud-based technologies. Customers can quickly move across channels or from self-service to assisted service without ever-changing devices or experiencing any disconnection.

Strengthen customer relationships through immersive video and screen sharing. Forge deeper connections and foster trust in your brand with Puzzel Live Share. This innovative solution enables you to engage in face-to-face video calls with your customers and seamlessly share screens, replicating the immersive experience of an in-person interaction. Regardless of your location, Puzzel Live Share empowers you to provide personalized and impactful customer experiences.

SMS is an effective way to communicate with your customers and employees. Puzzel SMS enables you to use SMS for both personal communication and mass communication, providing a positive user experience. It is a robust service and our customers send and receive several hundred million messages every single year. It is a simple and user-friendly service that enables you to communicate with your customers in a fast and effective way. It offers endless possibilities —from mass communication to personalised customer interactions and automated messaging via smart bots and rule-based solutions. Puzzel can deliver SMS to virtually anywhere in the world.

Enhance customer experience and boost productivity with real-time control using Puzzel Digital Engagement. Gain full control over your channels, aligning customer intent, context, and service availability to guide them seamlessly along the most suitable service path. With a proactive connection to the visitor's digital journey, this solution empowers you to optimize customer experience while driving service and sales productivity to new heights.

Improve customer experience & boost sales with Puzzel Sales Intelligence. Studies have shown that 60% of customers feel a disconnect between service and sales teams, which impacts satisfaction and revenue. Our solution helps streamline messaging, product info, and vital details for a cohesive experience across touch points. We eliminate inconsistencies, empower teams, and unlock growth potential.

Puzzel WFM (Workforce Management) takes the guesswork out of forecasting and scheduling. By using historical data captured directly from your contact centre, you can generate accurate forecasts and create schedules that will ensure your contact centre is always efficiently and effectively staffed. The scheduling process is reduced to just minutes, rather than days, and can be completed in a single application accessible on any device, at home or in the office.

Puzzel Quality Assurance is a complete, end-to-end QA and performance management solution. It enables QA teams to automatically filter and select the most important customer interactions for evaluation. Leaders can then score, deliver feedback to agents, and create personalised coaching programmes that can be tracked over time to ensure the continuous development of your workforce, services and operations. With QA and coaching all in one, you can deliver 10x more feedback and increase productivity by 285%.