Puzzel Customer Service Platform brings customer conversations, channels, processes, and data together for organisations delivering customer service. It supports voice, chat, messaging, and email, with omnichannel routing listed in packages. Its CX ecosystem includes virtual agents, agent Co-Pilot, live call summaries, and conversational intelligence. Workforce management, outbound dialing, and interaction recording are also listed capabilities. Puzzel Case Management is an add-on that provides ticketing to track and manage customer queries. Named integrations include Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk; open APIs are intended to connect the cloud platform with existing IT infrastructure, including CRM systems. Puzzel says its operational and development processes are certified against ISO 9001:2015 and ISO 27001:2013, and that it provides services to help customers comply with GDPR. Its three packages are Impress, Resolve, and Power, with add-ons available. Resolve is suited to organisations upgrading from PBX systems or running voice-based contact centres; Power is aimed at organisations seeking stronger manager capabilities and data-driven improvement. Package prices are not displayed and prospective customers are directed to discuss pricing and fit with Puzzel's team. The company is headquartered in Oslo, Norway.
Who it is for
It suits organisations bringing multiple customer service channels and processes into a CX platform. Resolve is described for PBX upgrades or voice-based contact centres, while Power is for organisations seeking stronger manager capabilities and data-driven improvement.
What is good
- Supports voice, chat, messaging, and email
- Includes AI tools such as virtual agents and agent Co-Pilot
- Open APIs can connect with existing IT infrastructure
- Help Centre offers documentation, status, and ticket tracking
What to know first
- Package prices are not displayed
- Case Management is an add-on
- Named package capabilities vary
Verdict
Puzzel combines customer channels with AI tools, integrations, and optional case management. Teams should compare package capabilities and ask Puzzel about pricing and fit before choosing a package.
Puzzel Customer Service Platform plans and pricing
All plansCompared on omnichannel contact center software
- Voice channel
- Yes
- Digital channels
- chat, email, messaging, SMS, video, social media
- Workforce management
- Yes
- Outbound dialer
- Yes
- AI agent assistance
- Yes
- Interaction recording
- Yes
