About Logicalware
Logicalware is a customer use (CX) software from Puzzel that helps agents deliver faster and more human service at scale. It combines AI-driven insights, resource management, and multi-channel support so organizations can improve customer interactions effectively. The platform provides tools for analytics, reporting, and workflow automation to facilitate better decision-making and resource allocation. Designed for use across multiple regions, Logicalware supports businesses like JYSK in improving their customer service across 14 countries. Key capabilities: AI insights Resource management Multi-channel support Analytics Workflow automation Best for: customer service teams that need to improve service delivery and efficiency.
Puzzel, formerly known as Logicalware, is a comprehensive help desk software designed to streamline customer interactions and enhance support efficiency. As a cloud-based contact center solution, Puzzel integrates multiple communication channels, including voice, email, live chat, SMS, and social media, into a single interface. This omnichannel approach ensures that businesses can manage customer inquiries seamlessly, reducing response times and improving overall service quality. One of its standout features is its intelligent routing system, which directs incoming inquiries to the most suitable agent based on skills, availability, and priority. This enhances first-contact resolution rates and operational efficiency. Additionally, Puzzel provides real-time monitoring and reporting tools, allowing supervisors to track call volumes, wait times, and agent performance, enabling data-driven decision-making. The user interface of Puzzel is designed for ease of use, though some users may find it complex initially. The software operates through web browsers, eliminating the need for heavy hardware installations. Its intuitive dashboard consolidates all communication channels, making navigation straightforward once users become familiar with its layout.
Pros & Cons
- +1. It uses AI to help organizations delight customers and stay ahead of evolving expectations.
- +2. It unifies customer interactions and simplifies daily tasks for contact centers, boosting efficiency.
- +3. It enables personalized, instant replies across multiple channels from a single interface.
- +4. It is future-proof, ready to deploy new technologies like GenAI when an organization is ready.
- −1. Lack of integration with popular CRMs
Features
Key features
- 1. AI-Led CX Ecosystem
- Puzzel provides a comprehensive platform that leverages AI to manage and optimize the entire customer experience journey, aiming to delight customers and help organizations stay ahead of evolving expectations.
- 2. Unified Contact Centre
- This feature offers a single interface for agents to manage customer interactions across various channels, enabling personalized and instant replies and streamlining daily tasks.
- 3. Virtual Agent Suite
- Puzzel incorporates virtual agents to automate customer interactions, reducing agent workload and providing instant support for common queries.
- 4. Conversational Intelligence
- This feature likely uses AI to analyze customer conversations, providing insights into customer sentiment, common issues, and agent performance to improve overall CX.
- 5. Workforce Management (WFM)
- Puzzel helps organizations optimize their contact center workforce by managing schedules, forecasting needs, and improving agent efficiency and productivity.
- 6. Future-Proof with GenAI Integration
- The platform is designed to be ready for the deployment of new technologies like Generative AI, ensuring organizations can adapt to future CX advancements.
Additional features
- 1. AI-Led CX Ecosystem
- A comprehensive platform built for customer experience that utilizes AI to help organizations manage and improve customer interactions.
- 2. Contact Centre
- A core component that enables seamless customer journeys across multiple channels, providing a single interface for agents to deliver personalized support.
- 3. Virtual Agent Suite
- Automates customer interactions through virtual agents, improving efficiency and providing instant responses.
- 4. Conversational Intelligence
- Uses AI to analyze customer conversations, offering insights to enhance customer service and agent performance.
- 5. Workforce Management
- Helps optimize contact center operations by managing agent schedules, forecasting demand, and improving workforce efficiency.
- 6. Case Management
- Streamlines the handling and resolution of customer cases, ensuring efficient tracking and follow-up.
- 7. Sales Intelligence
- (Mentioned under "Platform" but not elaborated upon in the main text) Implies features related to gathering and analyzing data to inform sales strategies.
- 8. Cost Reduction
- The platform aims to reduce service request costs by up to 50% through its efficient CX platform.
- 9. Customer Interaction Handling
- The system handles a high volume of customer interactions (83 million monthly), demonstrating its scalability.
- 10. Agent Usage
- Supports a large number of agents (100,000 daily), indicating its capacity for large-scale operations.
- 11. Future-Proof
- Designed to integrate new technologies like GenAI, ensuring long-term relevance.
- 12. Full Control and Visibility
- Empowers organizations with complete oversight and management of the customer journey.
- 13. Addresses Agent Turnover and Complex Queries
- The ecosystem helps contact centers tackle common challenges like high agent turnover and the complexity of customer inquiries.
Pricing
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About Logicalware
Logicalware is a customer use (CX) software from Puzzel that helps agents deliver faster and more human service at scale. It combines AI-driven insights, resource management, and multi-channel support so organizations can improve customer interactions effectively. The platform provides tools for analytics, reporting, and workflow automation to facilitate better decision-making and resource allocation. Designed for use across multiple regions, Logicalware supports businesses like JYSK in improving their customer service across 14 countries. Key capabilities: AI insights Resource management Multi-channel support Analytics Workflow automation Best for: customer service teams that need to improve service delivery and efficiency.
Logicalware Details
Logicalware's In-App Market Place
Does Logicalware have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
1
Mini Apps
N/A
Pricing Options
Accepted Payment Currencies
Usd ($), Eur (€), Gbp (£), Jpy (¥), Aud (A$), Cad (C$), Chf (Chf), Sek (Kr), Nok (Kr), Dkk (Kr), Hkd ($)
Pros & Cons
- 1. It uses AI to help organizations delight customers and stay ahead of evolving expectations.
- 2. It unifies customer interactions and simplifies daily tasks for contact centers, boosting efficiency.
- 3. It enables personalized, instant replies across multiple channels from a single interface.
- 4. It is future-proof, ready to deploy new technologies like GenAI when an organization is ready.
- 1. Lack of integration with popular CRMs
Logicalware's Support Options
Contact
+47 21 89 89 89Documentation
https://help.puzzel.com/api-documentationLogicalware's Alternatives
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