OnAvaya vs. Puzzel: Comparing Best Contact Center Software Solutions 2026

Overview: OnAvaya and Puzzel as Contact Center Software Category solutions.

OnAvaya: OnAvaya™ – Google Cloud Platform offers a hosted contact center service using Avaya's IP Office™ and IP Office™ Contact Center software. This service is available exclusively in the US.

Puzzel: Puzzel is the leading European provider of Customer Engagement Solutions. Their software is used daily by over 1,200 organizations in 40 countries to deliver smart customer experiences.

This comparison of OnAvaya vs. Puzzel draws on 307 Cuspera insights from customer stories. The use cases and topics below show where the two products overlap and where each one stands apart.

Both OnAvaya and Puzzel are commonly chosen for Contact center modernization, Contact center management.

OnAvaya also supports Omnichannel contact center management, Cloud telephony integration with CRM, Customer service process optimization, Emergency call location compliance, etc.

Puzzel also supports Omnichannel customer service management, Omnichannel customer support management, Omnichannel contact centre management, Customer retention improvement, etc.

Evidence shows that both products are used for Customer engagement, Contact center management, Workforce management, Customer support automation, etc.

OnAvaya also covers Unified communications, Contact center modernization, Collaboration and communication, Emergency communications, etc.

Puzzel also covers Contact centre management, Customer service management, Customer service automation, Contact centre operations, etc.

Top use cases: OnAvaya vs Puzzel

Use cases tied to OnAvaya and Puzzel from verified data sources. Click any use case for supporting evidences.

OnAvaya
Puzzel
Shared by both · Use cases
OnAvaya Puzzel

Top Capabilities: OnAvaya vs Puzzel

Lengths: relative topic prominence (square-root scale) · Labels: comparison split. Click any item for supporting evidences.

OnAvaya
Shared
Puzzel
Shared by both · Topics
OnAvaya only
Puzzel only

Deployed Industries: OnAvaya vs Puzzel

Lengths: relative industry prominence (square-root scale) · Labels: comparison split. Click any item for supporting evidences.

OnAvaya
Shared
Puzzel
Shared by both · Industries
OnAvaya only
Puzzel only

Deployed Market Segments: OnAvaya vs Puzzel

Share of peer evidence by company size for OnAvaya and Puzzel. Each product segments add up to 100%. Click any segment for supporting evidence.

OnAvaya 100%
Puzzel 100%

OnAvaya and Puzzel: Best activities based on customer satisfaction

OnAvaya in Action: Unique Activities

What makes OnAvaya ideal for Sales Call Management?
Onavaya simplifies call management for contact center agents. It streamlines call management for softphones, allowing agents to handle calls, chats, and emails. Users can easily track call records by date, time, and other details.
"...OnAvaya enables contact center agents to access IP Office Contact Center to manage voice calls, chat and/or e-mails...." Peer review by Michael T., Network Administrator II

Puzzel in Action: Unique Activities

What solutions does Puzzel provide for Engagement Management?
The platform captures customer interactions from multiple channels.nIt provides a comprehensive view of customer interactions for efficient engagement.nThe solution allows users to create a customized customer engagement platform with advanced reporting and integrations.
"...Assign predefined categories to engagements for seamless workflow...." CX Features and Integrations
How can Puzzel enhance your Workflow Management process?
Workflow Management enables process automation and customization. nWorkflows can be categorized for efficient engagement management. nThese workflows are designed to enhance productivity through rules and team collaboration.
"...Customise and automate workflows for streamlined processes that save time and expenses...." Logicalware CX Platform

Integrations

Ecosystem partners each product commonly connects with.

Puzzel

boost.ai
4.2
Plecto
4.4
Lumoa
4.5
SalesScreen
4.7

News

Latest OnAvaya news

Jeff Clarke takes the helm of Avaya

Jeff Clarke has been appointed as the new CEO of Avaya, marking the company's fourth CEO in five years. Clarke, who previously led Insurity, brings extensive experience from roles at Doxim, Travelport, Kodak, and others. Former CEO Patrick Dennis will transition to executive chair. Clarke aims to drive innovation and strengthen Avaya's position in enterprise communications.

03/08/2026 - source

Latest Puzzel news

Puzzel partners with AVANT to Bring AI-Native CX Solutions to ...

Puzzel has partnered with AVANT to expand the reach of its AI-powered customer experience solutions through AVANT's network of Trusted Advisors. This partnership enables organizations across EMEA to modernize customer service operations by leveraging Puzzel's cloud-native contact center platform, which integrates customer interactions, business systems, and workflows. The collaboration aims to enhance service quality, efficiency, and customer satisfaction by providing seamless experiences across voice and digital channels.

12/07/2026 - source