Deliver seamless customer journeys through all communication channels.

Omni-Channel Contact Centre Powered by

Contact Centre Solutions

Your complete contact centre solution in one
easy-to-use, native cloud application.

Xcentuate are proud to partner with Puzzel, the leading European provider of cloud contact centre solutions. Every day more than 1,100 organisations across 40 countries use the software to deliver smart customer journeys, blending the power of people and technology to serve customers efficiently, effectively, and with empathy.

The Puzzel platform enables organisations to create rich journeys for their customers, with a mix of live and self-service journeys that give people the freedom to choose when, where and how they get help.

Connecting Customer Journeys

Connect with your customers anytime, anywhere,
through any channel and on any device.


Handle inbound calls with Softphone, IVR, Voice Recording, Silent Monitoring and more.


Respond to emails fast with automatic routing, queuing and prioritisation.

Web Chat

Offer your customers live, convenient support as they browse your website.


Impress influencers and build loyal followers on Facebook, Twitter and Trustpilot.


Deliver personalised service, surveys and campaigns straight to your customers’ mobile phones.


Video chat with customers and share screens for a more empathetic customer journey.

Omni Channel Contact Centre – at a glance

We’re here to help you get connected, streamline operations, increase capacity, maximise your contact centre potential and deliver a seamless integration.

Success beyond voice 
Engage with your customers across all channels to forge stronger relationships and drive loyalty   

Connected Journey 
Bring instant order to your complex communications with advanced case management, AI and automations

Empowered Journeys 
Build high-performance workforces with accurate forecasting, scheduling and real-time quality monitoring through our easy-to-use WFM solution

Features & Benefits

We have the solutions to help you deliver standout customer service and support your busy team

360°view of customer interactions
Provide your agents with a single, unified view of all customer interactions across all channels

Quick to set up and easy to scale
Get your contact centre up and running in just days – not weeks – and scale anytime to meet changing demand

Tailored to your needs
Build the perfect solution for your contact centre with dozens of integrations available through our Marketplace

Beyond Voice

Contact Centre

Omni Channel Contact Centre
Chat| SMS| Web| Social | email
Omni Channel Routing |
Agent Application | Administrative portal
AI at every touchpoint | Seamless Integrations | Case Management

Customer engagement reporting Dashboards | Reporting and statistics | Website user behaviour

Digital Engagement

Self Serve and Personalised Service
Smart Chatbot| Customer-facing Knowledge base| Website user behaviour | Web Chat & Messaging| Contextual Routing

Live Share
Video Call | Co-Browsing
Agent Screen Share

Agent Assist
AI Sentiment Analysis | Bot and AI-powered Knowledgebase help for agents | CRM Integration | Easy to use


WFM Workforce Management
No need for spreadsheets; easy to use, accurate forecasting, optimised Scheduling, Real-time adherence and agent self-scheduling

Resolve on First Contact

Getting the Journey Right For Customer Success

It’s all about your people, the right strategic partner and the latest digital technology to ensure CX is at the heart of everything you do.

Fewer incoming

Cost reduction per service request

Customer cases resolved on first contact

Reduction in call abandonment

Agent & Manager Support Features

Connect Anywhere

Hybrid working
Supports multi-location and Hybrid working, with real-time visibility and adherence.

Connected Customer Journey
Any device, Anytime, Anywhere, with a seamless journey.

Supporting Agents

Voice Interaction Analytics
Provides agents with helpful insights and suggested answers to customer questions during live calls.

Real-time support makes the correct information available to the customer and agent.

Case Management
Smarter email and SMS for busy contact centres and happy customers

Agent Assist

AI Agent Assistance
On-call confidential support from managers and peers. The customer’s journey and queries travel with their interactions so that there is no need for your agent to repeat questions that have already been asked. AI will send predicted information to deliver a more supportive journey.

Transform from Cost Centre to Profit Centre

Digital Engagement
Engage with your customers at the right time with the right offer; our customers have increased conversations by 35% and achieved a 5x reduction in cart abandonment rates.

CCaaS that grows with your business
Our flexible software integrates with almost any 3rd party applications, solution or device.

The best customer service providers use Puzzel

Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences.

Puzzel awarded company of the year 2023

Download your copy of the Frost & Sullivan Report

Frost & Sullivan Awards Puzzel 2023 Company of the Year for Innovative CCaaS Solutions & Advanced AI Capabilities.

Puzzel is a market-leading European contact centre-as-a-service (CCaaS) software provider with over 20 years of industry-proven experience, delivering a superior customer experience (CX) by combining an empathetic human touch with disruptive technologies. 

Keep your costs low

When inefficient, legacy IT infrastructure is replaced with a modern CCaaS solution, the cost-savings can be incredible – especially when automation is used to replace manual, repetitive tasks.

Let’s Chat