Puzzel

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Delivers notifications to both sides of the conversation.

Sends automated emails to further engage clients and potential clients.

Allows for live chat to be enabled within the app for customer help.

Allows agents to join a customer's browser session and navigate through the website with them.

Allows users to customize chat colors, text, logos, and branding.

Archives conversations in a separate location for later reference.

Enables employees to denote potential customers.

Establishes a knowledge base for employee reference during conversations.

Provides a central location for help requests, helping employees respond sooner.

Allows for the creation of profiles for contacts and customers.

Scours various channels for brand mentions to proactively seek reparative communications.

Creates and assigns support tickets, scheduling them in a timely manner.

Allows administrators to create templated responses to frequently asked questions.

Ability to connect agents with customers through Live Chat.

Connects employees with customers through a social media solution.

Ability to connect agents with customers through email.

Connects employees with customers through a calling solution.

Ability to connect agents with customers through text message solution.

Based on 34 Puzzel reviews. Provides voice call functionality.

As reported in 22 Puzzel reviews. Provides an interface for one or more social media channels.

Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 24 Puzzel reviews.

Accepts contacts initiated through SMS or other mobile text functions. 22 reviewers of Puzzel have provided feedback on this feature.

As reported in 26 Puzzel reviews. Allows CSRs to receive and answer customer emails.

Provides opportunity for customers to give feedback through a survey.

Enables administrators to create customized reports reflecting customer satisfaction.

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

Presents information about the individual being called before the call begins.

Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.

Uses an algorithim to predictive when an operator will be available to handle their next call.

Ensures that the caller experience is seamless across their entire call.

Allows a supervisor to listen to a call and train in real time.

Reschedules calls within the software itself, either through a prompt or by the agent themselves. 10 reviewers of Puzzel have provided feedback on this feature.

Based on 10 Puzzel reviews. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Decides response type by determining if voice is a human response or an answering machine.

Presents a prerecorded audio message when the call is answered.

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry.

Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications.

Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

Operationalizes data delivery workflows to easily scale repeatable preparation needs

Provide workflows to create and escalate issues related to risks and requests

Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Automates some or all operation related tasks

Monitors call volume and quality to evaluate agent performance.

Has a centralized dashboard for users to interact with.

Forecasts scheduling needs based on historical data.

Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Provides permssion for access control of user's web browser

Allows agents to navigate through web pages by swapping or shifting pages on user's behalf

Provides real time assitance across web and mobile

Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Ensures user access management, data lineage, and data encryption

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

Perform ad-hoc or ongoing IT audits at different levels of the company.

Identify risk data attributes such as description, category, owner, or hierarchy.

Protects data with some form of encryption as it leaves your secure or local network.

Allows administrators to set user access privileges to permit approved parties to access sensitive data.

Requires a second level of authentication, such as sms messaging or customized tokens, to access data.

Provides tools for evaluating customer interactions

Offers features for maintaining fair and consistent scoring

Generates quality and performance reports

Tools for providing personalized feedback and coaching sessions

Provides a centralized dashboard for agents to view their scores and feedback

Tools for educating and training agents

Integrates with other customer service or CRM software

Helps ensure customer privacy and data protection

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. 29 reviewers of Puzzel have provided feedback on this feature.

Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 29 Puzzel reviews.

Based on 29 Puzzel reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Based on 19 Puzzel reviews. Provides some level of analytics based on keywords and vocal tones.

Has auto dialing or predictive dialing functions for outbound use. 23 reviewers of Puzzel have provided feedback on this feature.

Based on 29 Puzzel reviews. Includes an interactive phone menu.

Populates CSR's screen with available customer data. This feature was mentioned in 29 Puzzel reviews.

As reported in 24 Puzzel reviews. Maintains and shares information across channels and agents as the case progresses.

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. 25 reviewers of Puzzel have provided feedback on this feature.

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. This feature was mentioned in 34 Puzzel reviews.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 36 Puzzel reviews.

Based on 29 Puzzel reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.

Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. 27 reviewers of Puzzel have provided feedback on this feature.

Based on 19 Puzzel reviews. Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 20 reviewers of Puzzel have provided feedback on this feature.

Enables the creation of an internal repository of knowledge articles

Provides workflows for writing, editing, approving, and publishing knowledge article content

Helps users understand which knowledge articles are working and identifies areas of improvement

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Provides personalized responses to interlocator based on segmentation or past responses.

Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.

Can have a natural, human-like conversation with an interlocator.

Allows business to edit conversations to meet the unique needs of one's business.

Gives users the ability to update systems, like CRM, based on conversations.

Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.

Allows inflow of requests through various digital channels such as email, social media, etc. 18 reviewers of Puzzel have provided feedback on this feature.

Allows users to access the software using mobile devices. 17 reviewers of Puzzel have provided feedback on this feature.

Provides queue management in case of increase in case/call inflow. This feature was mentioned in 19 Puzzel reviews.

Based on 19 Puzzel reviews. Allows distribution of incoming calls to agents.

Allows users to request a call back. 21 reviewers of Puzzel have provided feedback on this feature.

As reported in 18 Puzzel reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents. 20 reviewers of Puzzel have provided feedback on this feature.

Offers complete visibility into agent availability to efficiently create and manage schedules.

Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.

Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.

Allows agents to set their own preferences, request time off, and trade shifts.

Allows users to access the software using mobile devices.

Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 21 Puzzel reviews.

Allows managers/supervisors to evaluate the performance of agents. 19 reviewers of Puzzel have provided feedback on this feature.

Provides high-level security during co-browsing sessions

Provides secured masking on sensitive data (i.e. account numbers or passwords)

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs. This feature was mentioned in 17 Puzzel reviews.

As reported in 16 Puzzel reviews. Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate responses to customer inquiries across various channels.

Allows users to automate the process of generating and qualifying sales leads.

Allows users to automate the handling, processing, and management of documents.

Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Allows the AI agent to learn from interactions and adapt its responses accordingly.

Provides the AI agent the ability to execute tasks without requiring constant user input.

Allows the AI agent to identify and resolve issues without user intervention.