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Why choose our WFM Solution?

One of the most powerful tools and services
you can have in your contact centre toolkit.

If you want to move away from complex spreadsheets which use up too much management time and fail to optimise resources, there is a better way.  WFM from Puzzel enables organisations to reach maximum performance with intelligent forecasting, scheduling and Intra day management across multiple channels while reducing administrative time by 50%.  The solution improves visibility for staff and makes it easier to manage shift patterns.

A cloud solution built 
for modern teams

No need for complex Excel spreadsheets. Puzzel WFM is a proven enterprise solution

Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres 

Customise your dashboard with the charts, stats and campaign summaries you need  

Easley integrated into your existing Contact Centre

Fast to deploy, easy to use, and scalable to businesses of all shapes and sizes 

Agent self-scheduling, including shift trading and holiday management, via dedicated web portal and mobile app 

Features & Benefits

Create perfect schedules in just minutes

Accurate Forecasting

Our multi-skill forecasting tool enables resource planners to accurately forecast demand using historical data captured directly from your contact centre with automatic and manual smoothing; you can easily create highly reliable forecasting in minutes.

Optimised Scheduling

Generate instant schedules optimised to achieve the highest service levels and the maximum level of productivity for the lowest possible cost.

Real-Time adherence (RTA)

Gain immediate insights into agent performance to support real-time decision-making, ensuring effective allocation of Agents and customer service levels continue to be met.

Agent self-scheduling

Empower agents: Submit their availability and preferences, request changes, trade shifts with colleagues and manage holidays from home or in the office.

Reduces administrative overhead and offers agents more control over their work-life balance, providing greater flexibility that leads to lower sick days and attrition. 

WFM can help your organisation

Scheduling process is reduced to just minutes rather than days.

Completed in a single application accessible on any device, at home or in the office.

Up and running within 60 days.

Trusted by leading businesses

It wouldn’t have been possible without Puzzel

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

Makes life so much easier

“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

Great service by a great company!

“Puzzel’s omni-channel solution is great for companies that appreciate innovation, efficiency and reliability. At TieTa, we use Puzzel’s telephony and ticketing solution, which has resulted in increased agent efficiency through Automatic Call Distributor (ACD) and skill-based routing, as well as contact prioritisation. It’s loved by agents because it’s modern, very user friendly and intuitive. Puzzel offers a fantastic range of customisable reports that you can tailor to your business requirements and their team is always available for support.”

Risto Proosa, Operations Director at TieTa

Everything is smoother now…

“system has helped. It means there are shorter wait times and more happy people and solutions provided”

Jordan Patel, Customer Service and Sales Manager at Newstel

Great team and great support

“Great team and great support. Always willing to listen and explore ideas with you and also share their experience to help you shape your services.”

Matthew Phillips, Assistant Director of Housing at Newlon Housing Trust

Delivering world-class customer service

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

Puzzel allowed us to have multiple users dealing with all incoming enquiries.

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

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.

Seamlessly integrate with leading technologies

Combine your Puzzel WFM solution with our omnichannel cloud Contact Centre, Ticketing and AI solutions for the complete cloud customer service experience.
Our open software seamlessly integrates with CRM and payroll systems so you can streamline operations and meet your business goals.

Book your free consultation