Puzzel Overview

Puzzel transforms customer interactions with its AI-driven Customer Experience platform, tailored for businesses seeking excellence across communication channels. As a prominent player in the European market, Puzzel empowers organizations to enhance their customer engagement strategies. The platform integrates seamlessly into existing systems, ensuring connected and scalable customer interactions. Puzzel’s focus on AI technology addresses common challenges in contact centers, enabling businesses to overcome barriers to AI adoption efficiently. This positions Puzzel as a strategic choice for companies aiming to refine their customer service operations and achieve a competitive edge in the help desk domain.

Use Cases

Customers recommend Engagement Management, Contact List Management, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Puzzel.

Other use cases:

  • Lead Engagement
  • Workflow Management
  • Social Media Analytics
  • Communication Management
  • Collaboration
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Business Priorities

Enhance Customer Relationships and Improve Efficiency are the most popular business priorities that customers and associates have achieved using Puzzel.

Other priorities:

  • Increase Sales & Revenue
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Puzzel Use-Cases and Business Priorities: Customer Satisfaction Data

Puzzel works with different mediums / channels such as Social Media. Games. and Phone Calls.

Puzzel's features include Templates. and Puzzel support capabilities include 24/7 Support, Chat Support, Email Support, etc. also Puzzel analytics capabilities include Custom Reports, and Analytics.

Reviews

"...your Customer Service MailManager s online reporting tools provide you the insight into customer satisfaction and agent performance, giving you the opportunity to take action and improve customer service...." Peer review

Puzzel, belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

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.

Popular Business Setting

for Puzzel

Top Industries

  • Insurance

Popular in

  • Small Business

Puzzel is popular in Insurance, and is widely used by Small Business,

Puzzel Customer wins, Customer success stories, Case studies

What benefits does Puzzel offer for Engagement Management?

How can Puzzel optimize your Contact List Management Workflow?

How does Puzzel address your Workflow Management Challenges?

11 buyers and buying teams have used Cuspera to assess how well Puzzel solved their Help Desk needs. Cuspera uses 173 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

DSB - Transportation/trucking/railroad

Puzzel Conversational Intelligence helped DSB, Denmark’s national railway operator, improve customer service. DSB used AI to analyze customer interactions and understand pain points. Customer sentime...nt rose from 43.7% to 58.8%. Tagging accuracy increased to 95–98%, saving 400 hours a year. DSB now uses data to make better decisions and improve digital services.

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Victoriahem - Real Estate

Puzzel Conversational Intelligence helped Victoriahem improve customer service for thousands of tenants in 33 cities. The company used AI-driven insights to make conversations more empathetic and cle...ar. Agents focused on welcoming introductions, empathy, and positive language. Victoriahem saw a 20% increase in customer satisfaction. Agents felt more confident and handled calls better.

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ApoEx - Health, Wellness And Fitness

Puzzel Conversational Intelligence helped ApoEx, a Swedish pharmacy for healthcare providers, build an in-house contact centre. ApoEx used AI-powered conversation analysis to improve agent training a...nd knowledge sharing. In one month, agents reduced information searches by 50%. Call wait times dropped by 35%. The company also reduced full-time employees by 3.5. ApoEx improved efficiency and service quality with faster, more accurate responses.

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JFM - Media

Puzzel Conversational Intelligence helped JFM improve customer satisfaction by 62%. JFM is Denmark’s second-largest privately owned media company. They used AI to analyze and standardize conversation...s in their contact centre. The focus was on empathy and positive language. This led to better customer experiences and stronger relationships. JFM handles 2.7 million contacts each week with 1,700 employees.

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JYSK - Retail

Puzzel helped JYSK unify customer service across 21 contact centres in Europe. JYSK used Puzzel’s cloud platform and AI tools to handle over 3.5 million inquiries each year. Speech Analytics from Puz...zel identified call inefficiencies and improved agent training. JYSK achieved a CSAT score of 4.6 out of 5 for phone support. The solution let JYSK offer consistent, high-quality service in every market.

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Lifeplus - Retail

Puzzel helped Lifeplus move to a cloud-based contact centre. Lifeplus needed agents to work from home and wanted to improve customer service. Puzzel’s platform let their team work from anywhere and b...oosted teamwork. Lifeplus now uses a hybrid work model and a universal queue for better support. Their CSAT score reached 94.8%, and most sales now come through the contact centre.

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Puzzel Case Management x OpenAI

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Peers used Puzzel for engagement management and contact list management

Puzzel Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Custom Reports

4.85/5 ★

Read Reviews (30)
Analytics

4.49/5 ★

Read Reviews (7)
CAPABILITIES RATINGS AND REVIEWS
Custom Reports

4.85/5 ★

Read Reviews (30)
Analytics

4.49/5 ★

Read Reviews (7)

Software Failure Risk Guidance

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for Puzzel

Top Failure Risks for Puzzel

Enreach. News

Product

Introducing the Puzzel Virtual Agent Suite: Transforming Customer Engagement with AI

Puzzel has launched the Virtual Agent Suite, an AI-powered solution designed to enhance customer service across chat, email, and voice channels. This suite automates routine tasks, reduces resolution times, and ensures GDPR compliance, allowing human agents to focus on complex interactions. The suite includes AI Chat, Voice, and Email Agents, offering consistent, personalized support and reducing operational costs for contact centers.

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Enreach. Profile

Company Name

Enreach.

Company Website

https://www.puzzel.com/

HQ Location

45 Vicar Street, Falkirk, Scotland FK1 1, GB

Employees

1-10

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Financials

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