Puzzel: Use-Cases, Insights and Reviews | 2025 Cuspera

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Customer Management Platform, centralises communication channels—SMS, email, social media and more

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 customers want to contact you via their channel of choice at a time that suits them...." 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

How can Puzzel optimize your Engagement Management Workflow?

How can Puzzel optimize your Contact List Management Workflow?

What benefits does Puzzel offer for Workflow Management?

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.

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.

The National Residential Landlords Association (NRLA) - Housing

Puzzel helped the National Residential Landlords Association (NRLA) move to a unified, cloud-based contact centre. NRLA faced slow response times and poor integration with their old system. With Puzz...el, they now offer omnichannel support and better agent tools. Email response times improved by 86%, dropping from 35 hours to 5 hours. Call wait times fell by 35%, and they reduced full-time staff by 3.5. Member satisfaction and productivity increased.

Telmore - Telecommunications

Puzzel Conversational Intelligence helped Telmore, a Danish telecom provider, automate call tagging for its 80 customer service agents. Manual tagging took over 400 hours each month and was inconsist...ent. With AI-driven automation, Telmore now saves 400 hours monthly. Agents spend more time helping customers and less on repetitive tasks. The solution improved call quality and customer experience.

Rejsekort - Transportation/trucking/railroad

Puzzel Conversational Intelligence helps Rejsekort, Denmark’s national electronic ticketing system, improve customer communication and reduce call volumes. Rejsekort used AI to analyze customer inter...actions and refine external messages. After sending a notice to 214,000 pensioners, only 0.6% of calls referenced the message, showing clear communication. The solution led to a 12% reduction in calls and a 15% decrease in call duration. This lets agents focus on complex needs and improves customer experience.

Nordic Leisure Travel Group - Travel & Hospitality

Puzzel's cloud-based contact centre helped Nordic Leisure Travel Group modernize customer service. The company unified support across countries and added an AI Chat Agent. Average handling time dropp...ed by 22%, from 11.5 to 9 minutes. Customer satisfaction rose to an NPS of 57. Efficiency improved by 33% with the new chatbot. The solution made staffing and customer journeys easier to manage.

Puzzel Case Management x OpenAI

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)

Puzzel Integrations

Puzzel integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

4.82/5 ★

Read Reviews (22)

Data Export

4.32/5 ★

Read Reviews (5)

Software Failure Risk Guidance

for Puzzel

Top Failure Risks for Puzzel

Enreach. News

Product 02/11/2025

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.

Enreach. Profile

Company Name

Enreach.

Company Website

https://www.puzzel.com/

HQ Location

45 Vicar Street, Falkirk, Scotland FK1 1, GB

Employees

1-10

Social

Financials

SEED