Platform
The Puzzel CX ecosystem.
Packages
Our packages give you the flexibility to choose the right mix of channels, functionalities and tools.
Our CX ecosystem
The CX ecosystem that empowers your agents and delights your customers.
Individual products.
Contact Centre
Meet your customers where they are and resolve queries, faster.
Self-Service Automation
Boost efficiency and transforms the customer experience.
AI Chatbot
Upgrade your customer experience by easily deploying a chatbot tailored to your brand
Workforce Management
Elevate team performance with simplified workforce management.
Case Management
Manage your customers’ messages in one place.
Enhancing capabilities:
Training Optimisation Sales Intelligence
Industries
Public Sector.
Citizen Services
Transform the citizen experience
Local Government
Modernising citizen services for Local Governments
Public Housing
Delivering elevated tenant experiences
Financial Services.
Banking
Deliver powerful banking experiences for every consumer
Insurance
Build lasting policyholder relationships
Other verticals we support.
Retail
Elevate the shopping experience
Travel & Hospitality
Elevate every journey
Energy & Utilities
Empower your customers
Deliver elevated customer experiences
For your vertical.
Resources:
Ultimate guide to CCaaS Trust Centre
Customers
Resources
Blog.
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The latest in CX solutions, tips and tricks and best practices
Featured content
Forrester study - The Total Economic Impact™ of Puzzel
Reports & Checklists.
Reports
A selection of resources to help CX leaders elevate the customer experience within their organisation.
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Elevate AI
The event for CX leaders looking to transform their operations in the age of AI
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Platform.
All items
Platform.
The Puzzel CX ecosystem.
Packages
Our CX ecosystem
Individual products.
Contact Centre
Self-Service Automation
AI Chatbot
Workforce Management
Case Management
Enhancing capabilities:
Training Optimisation Sales Intelligence
Industries.
All items
Industries.
Public Sector.
Citizen Services
Local Government
Public Housing
Financial Services.
Banking
Insurance
Other verticals we support.
Retail
Travel & Hospitality
Energy & Utilities
Resources:
Ultimate guide to CCaaS Trust Centre
Customers.
Resources.
All items
Resources.
Blog.
Blog
Featured content
Reports & Checklists.
Reports
Checklists & glossaries
Events and webinars.
Webinars
Elevate AI
About.
All items
About.
About us Partners Contact us Help Center
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To all products

Manage inbound queries with ease.

Equip your team with the tools they need to manage inbound customer queries effectively, ensuring optimised ticket handling and faster resolution times.

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Contact sales
Case Management-1

Trusted by Europe's customer experience leaders.

Effortless ticket management.

With one space to view, route and report on inbound ticket queues, your contact centre can run more efficiently. Configure automated workflows, set up skill-based routing and make changes on the spot, ensuring smooth operations for your agents and faster resolutions for your customers. 

customer queries

Handle customer queries, faster.

Give agents full visibility over inbound tickets through categorisation, prioritisation and tagging. And, with skill-based routing, they can focus on addressing cases that align with their expertise. This not only boosts operational efficiency, but reduces the workload on your agents, enabling them to resolve tickets faster.

real-time adjustments

Make changes on the spot and scale with ease.

With real-time insights into ticket queues, managers can quickly identify when changes are needed. The Control Centre makes it easy to make changes on the spot and handle unexpected surges, ensuring maximum efficiency at all times.
 

Features of Control Centre.

Ticket prioritisation
Tag and prioritise tickets for better visibility.
ticketing management
Skill-based routing
Direct customer tickets to the right agent
skill-based routing
Reporting
View and setup customisable reports
Reporting ticketing
Real-time adjustments
Make adjustments in real-time.
make real-time adjustments
Integrations
Setup integrations with other systems including Salesforce, Jira and Customer Insights.
Integrations
hero-optimisation
Empower your contact centre with the Puzzel CX Platform.

Control Centre is part of Puzzel Case Management, which is an add-on to the Puzzel CX Platform. The Puzzel CX Platform combines Contact Centre as a Service with Self-Service Automation capabilities. This helps you consolidate all your contact centre technologies in a single platform, so you can focus on what matters most – providing delightful customer experiences, regardless of channel 

Explore the CX platform
Learn something new

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Frequently asked questions.

What is the Control Centre for Case Management?
The Control Centre is a module within Puzzel Case Management designed to streamline the management of inbound customer queries. It provides tools for ticket prioritisation, skill-based routing, and real-time adjustments, ensuring efficient and effective handling of customer interactions.
Can I customise reports in the Control Centre?
Yes, the Control Centre allows you to create and customise reports at both the company and individual levels. You can also integrate these reports into your dashboard and set up automated email reports to keep your team informed.
Can I make real-time adjustments in the Control Centre?
Yes, the Control Centre enables you to make real-time adjustments to ticket queues and workflows. This capability ensures that your contact centre can quickly respond to changing circumstances and maintain optimal efficiency.

Yes, I'd like to supercharge my organisation's customer experience with Puzzel.

Explore how control centre can work for Puzzel Case Management to enhance your organisation's outbound campaigns.

Case Management
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