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

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

XCALLY: XCALLY Omnichannel Multichannel Contact Center Software offers a comprehensive solution with features like Dialer, IVR, and Analytics. Realtime support is also provided.

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 XCALLY vs. Puzzel draws on 894 Cuspera insights from customer stories. The use cases and topics below show where the two products overlap and where each one stands apart.

Both XCALLY and Puzzel are commonly chosen for Omnichannel customer service management.

XCALLY also supports Contact center centralization, Call center unification and management, Contact center optimization for healthcare, Customer care center operations, etc.

Puzzel also supports Omnichannel customer support management, Omnichannel contact centre management, Customer retention improvement, Automated call categorisation for contact centres, etc.

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

XCALLY also covers Contact center integration, Conversational AI for sales, Healthcare operations, Customer service, etc.

Puzzel also covers Contact centre management, Customer support automation, Customer experience management, Customer support, etc.

Top use cases: XCALLY vs Puzzel

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

XCALLY
Puzzel
Shared by both · Use cases
XCALLY Puzzel

Top Capabilities: XCALLY vs Puzzel

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

XCALLY
Shared
Puzzel
Shared by both · Topics
XCALLY only
Puzzel only

Deployed Industries: XCALLY vs Puzzel

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

XCALLY
Shared
Puzzel
Shared by both · Industries
XCALLY only
Puzzel only

Deployed Market Segments: XCALLY vs Puzzel

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

XCALLY 100%
Puzzel 100%

XCALLY and Puzzel: Best activities based on customer satisfaction

XCALLY in Action: Unique Activities

What Are the key features of XCALLY for Touchpoint Management?
The platform provides a comprehensive solution for managing multiple communication channels. It allows agents to handle various interactions, such as voice, chat, and email, from a single dashboard. This feature enhances agent productivity and streamlines customer service.
"...It has some really cool features: The customer care agents could manage multiple channels such as chat, email, voice call, fax and SMS according on their skills set and capacity, a customizable real-time reporting dashboard, a user friendly drag and drop visual IVR designer, integrations for Zendesk, custom contact auto pop up details, mobile app and it comes with a free phonebar (softphone) that fit in nicely...." Peer review by John C., Co-founder, Information Technology and Services
How efficiently Does XCALLY manage your Helpdesk Management?
XCally is a software solution that helps call centers manage inbound, outbound, and blended calls. XCally helps call centers automate tasks, maximize agent talk time, and integrate with other systems. The software has limited functionality for smaller call centers without significant technical expertise.
"...nice solution, Xcally offre all features that we need in call center without problelms and we don't need engeneers skills to manage the solution...." Peer review by Skander Nasri, Consumer Services
How does XCALLY address your Contact List Management Challenges?
XCALLY offers comprehensive contact management features, allowing users to organize and manage customer information efficiently. The platform integrates seamlessly with other applications, enhancing the overall contact center experience. However, the contact manager's rigidity can pose challenges for large organizations with diverse departmental needs.
"...More sell for my Contact Center customers, more greater attention span, omnichannel attention...." Peer review by Oscar A., CeO, Telecommunications

Puzzel in Action: Unique Activities

Why is Puzzel the best choice 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.
"...Instantly engage customers for sales and questions on your website. ..." Logicalware CX Platform
Why is Puzzel the best choice for Workflow Management?
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.
"...Assign predefined categories to engagements for seamless workflow...." CX Features and Integrations

Integrations

Ecosystem partners each product commonly connects with.

Puzzel

Lumoa
4.5
SalesScreen
4.7
Plecto
4.4
boost.ai
4.2

News

Latest XCALLY news

Integration between Salesforce and XCALLY: how it improves the customer experience

XCALLY has integrated with Salesforce to enhance customer experience management. This integration allows companies to manage interactions across multiple channels from a single dashboard, automate workflows, and provide personalized service. By combining Salesforce's CRM capabilities with XCALLY's omnichannel platform, businesses can improve operational efficiency, reduce errors, and deliver consistent, data-driven customer experiences.

24/02/2026 - 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