Five9 Interaction Analytics vs Puzzel Workforce Management
Five9 Interaction Analytics
five9.com
Puzzel Workforce Management
puzzel.comSide by side
| Figure | Five9 Interaction Analytics | Puzzel Workforce Management |
|---|---|---|
| Price from | $119/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 5 | 1 |
| Spec score · Workforce Engagement Management Software | 8.3 (#6) | 6.9 (#13) |
| Spec score · Contact Center Workforce Management Software | 8.2 (#9) | 6.9 (#27) |
| Founded | 2001 | 1998 |
| Headquarters | San Ramon, California, USA | Oslo, Norway |
| Integrations | Five9 pricing lists CRM adapter options including Salesforce, ServiceNow, Dynamics, Zendesk, or Oracle, and UC options including Microsoft Teams, Zoom, RingCentral, and AT&T Office@Hand. | Puzzel says its platform integrates with Salesforce, Microsoft Dynamics, Microsoft Teams and Zendesk; its WFM page also describes third-party CRM integration and APIs for reporting data. |
| Purpose | Five9 Interaction Analytics analyzes captured voice and digital interactions to help understand customer experience and agent performance. | Puzzel WFM is a cloud-based platform for contact centre staffing and scheduling. |
| Reporting | Trend and root cause tools include automatic topic identification, trend reports and dashboards, word cloud visualization, and statistical comparison. | Reports cover agent shifts, adherence, holiday requests, payroll and overtime, and can be exported. |
| Support | Five9 says every customer receives 24x7 global customer support, a platform health dashboard, online training, community forums, and product knowledge base access. | Puzzel directs customers to its Help Centre for support, product documentation and help resources. |
Plans
Five9 Interaction Analytics
- Digital$119 a month
- Core$159 a month
- EnterprisePriced on request
- PlusPriced on request
- ProPriced on request
Puzzel Workforce Management
- Puzzel Workforce ManagementPriced on request
In their own words
Five9 Interaction Analytics
Five9 Interaction Analytics has no write-up on Specifiction yet; its figures are above.
Puzzel Workforce Management
Puzzel Workforce Management is a cloud platform for staffing and scheduling contact centres. It forecasts contact volumes from historical data across voice, email, chat, and social media, and supports multiple forecasts within a week. Managers can build schedules using agent skills, then adjust them in real time as demand changes. Intraday tools compare current agent activity with scheduled tasks and identify deviations. Agents use a self-service portal to set shift preferences, request holidays or other changes, and switch shifts. Reports cover shifts, adherence, holiday requests, payroll, and overtime, with export options. Puzzel describes integrations with Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk, plus third-party CRM connectivity and APIs for reporting data. Planner and agent portals run in major web browsers, with API access also listed. Puzzel describes technical and organisational safeguards for customer data. The product is intended for contact centre managers, resource planners, and agents. Pricing is available on request.