Puzzel WFM new
Puzzel Ltd

Puzzel WFM enables resource planners to accurately forecast demand and generate instant schedules optimised to deliver the highest service levels for your customers, the best experience for your agents, and the lowest operational cost for your business.

App Overview

Puzzel WFM takes the guesswork out of forecasting and scheduling. By using historical data captured directly from your contact centre, you can generate accurate forecasts and create schedules that will ensure your contact centre is always efficiently and effectively staffed. The scheduling process is reduced to just minutes, rather than days, and can be completed in a single application accessible on any device, at home or in the office. 

Benefits of Puzzel WFM


  • Multi-channel, multi-skill forecasting and scheduling for omnichannel contact centres
  • Agent self-scheduling, including shift trading and holiday management, via a dedicated web portal and mobile app
  • Customise dashboards with the charts, stats and campaign summaries you need


Compatible: The 3rd party solution or service is globally interoperable with Mitel Products and is eligible for Mitel MSA Support.

How to Get

Please contact your Mitel Channel Partner/Reseller


Application support: Please contact Puzzel www.puzzel.com
Integration support: Please contact Puzzel www.puzzel.com


Puzzel is the leading European provider of Customer Engagement Solutions. Every day, more than 1,200 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy. The Puzzel Customer Engagement Platform enables organisations to create rich journeys for their customers, with a mix of live and self-service experiences that give people the freedom to choose when, where and how they get help. Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. We’re proud to say we were named the most innovative European CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar. With 20+ years of experience in the industry, Puzzel is the CCaaS provider organisations trust when every moment matters.

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