Puzzel Workforce Management is a cloud platform for matching contact centre staffing with customer demand. It forecasts contact volumes from historical data across voice, email, chat and social media, and supports multiple forecasts within a week. Managers can use those forecasts to build schedules that account for agent skills, then make real-time changes as demand shifts. Intraday management and adherence tools help managers compare agents’ current activity with their scheduled work and identify deviations. Agents have a self-service portal for setting shift preferences, requesting holidays or other changes, and switching shifts. Reporting covers agent shifts, adherence, holiday requests, payroll and overtime, with export options. Puzzel describes integrations with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk, plus third-party CRM integration and APIs for reporting data. The application runs in web-based planner and agent portals, accessed through major browsers; API access is also listed. Puzzel describes technical and organisational safeguards intended to protect customer data and preserve confidentiality, integrity and availability. The product is intended for contact centre managers, resource planners and agents planning staffing against demand.
Who it is for
Puzzel WFM suits contact centre managers and resource planners who need to forecast demand and create skill-aware schedules across voice, email, chat and social media. It also fits agents who need a portal to manage shift preferences, holiday requests and shift changes.
What is good
- Forecasts contact volumes across voice, email, chat and social media.
- Supports multiple forecasts within a week.
- Managers can adjust skill-based schedules in real time.
- Agents can request holidays, changes and shift swaps through self-service.
- Exports reports covering adherence, payroll and overtime.
- Integrates with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk.
What to know first
- Pricing is available only by request.
- The product is listed as an add-on to Puzzel packages.
Verdict
Choose Puzzel Workforce Management if your contact centre needs demand forecasting, skill-based scheduling, intraday adjustments and agent self-service in one platform. Contact Puzzel for pricing and package details before deciding whether it fits your requirements.
Get started with Puzzel Workforce Management
- Visit the Puzzel Workforce Management website.
- Request a demo or contact sales for package and pricing details.
- Access the application through its web-based planner or agent portal in a major browser.
- Use the API access option if it suits your integration needs.
Questions about Puzzel Workforce Management
How much does Puzzel Workforce Management cost?
Pricing is available on request. Puzzel lists WFM as an add-on to its packages and directs prospective customers to request a demo or contact sales.
Which contact channels can it forecast?
It supports forecasting for voice, email, chat and social media, using historical data. Multiple forecasts within a week are supported.
Which platforms does it support?
The listed platforms are web and API. Its planner and agent portals are web-based and support major browsers.
Can agents manage their own shifts?
Yes. Agents can set shift preferences, request holidays or other changes, and switch shifts through a self-service portal.
Which products does it integrate with?
Puzzel describes integrations with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk, along with third-party CRM integration and APIs for reporting data.
Who makes Puzzel Workforce Management?
It is a Puzzel product. Puzzel was founded in 1998 and is headquartered in Oslo, Norway.
Puzzel Workforce Management plans and pricing
All plansCompared on contact center workforce management software
- Demand forecasting
- Yes
- Skills-based scheduling
- Yes
- Intraday management
- Yes
- Omnichannel forecasting
- Yes
- Supported channels
- voice, email, chat, social media
- API access
- Yes
