Puzzel is a cloud-based call center management solution designed for midsize and large companies. It offers automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), workforce scheduling and reporting within a suite.
Puzzel features multi-channel contact management, which allows users to manage their voice messages, SMS, social media messages, emails. Users can also monitor their message volumes and statistics in real time, and they can administer service changes from within the solution itself.
Puzzel offers integration with different business systems such as Salesforce, Microsoft Dynamics, Oracle and Zendesk. This enables users to provide agents with relevant customer information during their calls. The voice call management functionality includes softphone, outbound dialer, call recording and call back.
Puzzel offers a subscription-based pricing model. The vendor provides an online knowledge base and FAQs as support. Puzzel also provides video tutorials and learning resources on software features.