Puzzel Customer Service Platform
Puzzel Customer Service Platform brings customer conversations, channels, processes, and data together for organisations delivering customer service.
What Puzzel Customer Service Platform is
Puzzel Customer Service Platform brings customer conversations, channels, processes, and data together for organisations delivering customer service. It supports voice, chat, messaging, and email, with omnichannel routing listed in some packages. Its CX ecosystem includes virtual agents, agent Co-Pilot, live call summaries, and conversational intelligence. Case Management is an add-on that provides ticketing to track and manage customer queries. Named integrations include Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk, while open APIs are intended to connect the cloud platform with existing IT infrastructure such as CRM systems. Listed capabilities also include workforce management, outbound dialing, and interaction recording. Puzzel says its operational and development processes are certified against ISO 9001:2015 and ISO 27001:2013, and that it provides services to help customers comply with GDPR. Package prices are not displayed; prospective customers are directed to discuss pricing and fit with Puzzel’s team. The company says it began in Norway in 1998, and is headquartered in Oslo.
Good
- Supports voice, chat, messaging, and email.
- Includes AI agent assistance and virtual agents.
- Open APIs support integration with existing IT systems.
- Help Centre offers documentation and ticket tracking.
- Packages include workforce management options.
Watch out
- Package pricing is available on request.
- Case Management is an add-on.
- Some listed capabilities depend on the selected package.
Who it suits
Puzzel is aimed at organisations that need customer-service channels and processes in one platform. Its Resolve package is described for organisations upgrading from PBX systems or running voice-based contact centres; Power is intended for those seeking stronger manager capabilities and data-driven improvement.
Verdict
Puzzel combines multiple service channels with AI tools, integrations, and management capabilities. Organisations will need to discuss package fit and pricing directly with the company.
Plans and prices
From Puzzel Customer Service Platform's own pricing page, checked 3 Oct 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Impress | Priced on request | Voice · chat · messaging · email · omnichannel routing · reporting · add-ons available |
| Power | Priced on request | Voice · chat · messaging · email · omnichannel routing · workforce management · knowledge management · add-ons available |
| Resolve | Priced on request | Voice · silent monitoring · call recording · basic IVR · agent assist · MS Teams integration · reporting · add-ons available |
The facts
Each one read from Puzzel Customer Service Platform's own pages, with the date it was checked.
What it does
- AI tools
- The ecosystem includes virtual agents, agent Co-Pilot, live call summaries, and conversational intelligence.checked 3 Oct 2026
- APIs
- Puzzel describes its cloud-based platform as having open APIs for integration with existing IT infrastructure, including CRM systems.checked 3 Oct 2026
- Case management
- Puzzel Case Management provides ticketing to track and manage customer queries and is described as an add-on to the CX Platform.checked 3 Oct 2026
- Channels
- The platform supports voice, chat, messaging, and email, with omnichannel routing listed in its packages.checked 3 Oct 2026
- Data protection
- Puzzel says it provides services to help customers comply with GDPR and embeds privacy and personal-data handling in its development and service-maintenance processes.checked 3 Oct 2026
- Integrations
- Puzzel names Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk among tools it integrates with.checked 3 Oct 2026
- Intended users
- Puzzel describes Resolve as suited to organisations upgrading from PBX systems or operating voice-based contact centres, and Power as suited to organisations seeking stronger manager capabilities and data-driven improvement.checked 3 Oct 2026
- Package pricing
- The packages page directs prospective customers to discuss pricing and package fit with Puzzel’s team; it does not display prices.checked 3 Oct 2026
- Purpose
- Puzzel’s CX ecosystem brings customer conversations, channels, processes, and data together to help organisations deliver customer service.checked 3 Oct 2026
- Security
- Puzzel says its operational and development processes are certified against ISO 9001:2015 and ISO 27001:2013 standards.checked 3 Oct 2026
- Support
- Puzzel’s Help Centre offers product documentation and help resources, system status, and ticket submission and tracking.checked 3 Oct 2026
The company
- Company history
- Puzzel says it started in Norway in 1998 with the ambition to become Europe’s leading provider of CX solutions.checked 3 Oct 2026
- Founded
- 1998checked 23 Sep 2026
- Headquarters
- Oslo, Norwaychecked 28 Sep 2026
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