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Puzzel

Better conversations. Powered by AI. Perfected by humans.·logicalware.com

Puzzel is a cloud-based, AI-native customer experience (CX) ecosystem for contact centres. It combines omnichannel routing (voice, chat, messaging, email), AI-powered virtual agents, real-time agent assistance, workforce management, case management and conversational analytics in a single platform. It is designed to help customer service teams handle conversations faster and more consistently while giving agents live, AI-driven support. Puzzel serves contact centres and customer service teams across industries such as retail, banking, insurance, travel, energy and the public sector in Europe.

What it's for

Handling customer conversations across voice, chat, messaging and email in one interfaceProviding agents with real-time on-screen guidance during calls (Co-Pilot)Generating real-time call summaries to reduce admin (Live Summary)Automating FAQs and repetitive tasks with AI virtual agents for chat, voice and emailTracking and managing customer queries from SMS, email and social media in one place (Case Management)Managing complex workforce scheduling for contact centre teamsTurning conversations into insight through automatic transcription, tagging and analysis (Conversational Intelligence)Improving call handling quality through structured QA (Quality Management)Providing structured knowledge to agents for accurate conversations (Knowledge Management)Call recording and silent monitoring for coaching and compliance

Features 18

Agent Assist and Advanced Agent Assist
AI Agent Co-Pilot for real-time on-screen guidance
Automated Speech Recognition (ASR)
Basic and advanced IVR with Text-to-Speech
Call recording
Case Management ticketing across SMS, email and social media
Conversational Intelligence with automatic transcription, tagging and analysis
Generative AI conversation summarisation
Knowledge Management
Live Summary for automatic call summaries
Microsoft Teams integration
Natural Language Processing (NLP) for sentiment and classification
Omnichannel routing across voice, chat, messaging and email
Quality Management
Reporting
Silent monitoring
Virtual Agent Suite (chat, voice and email AI agents)
Workforce Management (WFM)

At a glance

TypeWeb app

DeploymentCloud

PlatformsWeb

LanguagesEnglish, Danish, Norwegian, Swedish

Forcontact centres, customer service teams

CompanyPuzzel · 1998

Integrations

Microsoft Teams

Pricing

Exact prices for the Resolve, Impress and Power packages are not publicly listed; customers must book a demo or request a quote to get pricing.

ResolveQuote

Pricing available only by requesting a demo or quote; entry-level package.

Ideal for organisations upgrading from PBX systems or running voice-based contact centres

ImpressQuote

Pricing available only by requesting a demo or quote.

Designed for customer service operations that want to communicate effectively with customers while empowering agents; marked 'Most popular'

PowerQuote

Pricing available only by requesting a demo or quote; top-tier package.

Best suited for organisations wanting stronger manager capabilities and data-driven improvement