GoTo Contact Center vs Puzzel Customer Service Platform
GoTo Contact Center
goto.com
Puzzel Customer Service Platform
puzzel.comSide by side
| Figure | GoTo Contact Center | Puzzel Customer Service Platform |
|---|---|---|
| Price from | $29.95/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 2 | 3 |
| Spec score · Omnichannel Contact Center Software | 8.7 (#6) | 6.9 (#31) |
| AI tools | AI features include chat analysis, call summaries, transcripts, topics, and sentiment capabilities. | The ecosystem includes virtual agents, agent Co-Pilot, live call summaries, and conversational intelligence. |
| Channels | The broader GoTo Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat, and surveys. | The platform supports voice, chat, messaging, and email, with omnichannel routing listed in its packages. |
| Company history | Gartner lists GoTo's year founded as 2003 and its parent company as Francisco Partners. | Puzzel says it started in Norway in 1998 with the ambition to become Europe’s leading provider of CX solutions. |
| Headquarters | Boston, Massachusetts, United States | Oslo, Norway |
| Integrations | Published integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. | Puzzel names Salesforce, Microsoft Dynamics, Microsoft Teams, and Zendesk among tools it integrates with. |
| Support | GoTo Connect plans include 24/7 customer support. | Puzzel’s Help Centre offers product documentation and help resources, system status, and ticket submission and tracking. |
Plans
GoTo Contact Center
- Contact CenterPriced on request
- GoTo Connect$29.95 a month
Puzzel Customer Service Platform
- ImpressPriced on request
- PowerPriced on request
- ResolvePriced on request
In their own words
GoTo Contact Center
GoTo Contact Center is a cloud contact center for inbound and outbound calling, with omnichannel digital channels. Its Contact Center plan includes an agent dashboard, integrated softphone, AI chat analysis and supervisor reporting tools. Teams can assign skills, tag work and route calls by priority; other listed functions include call wrap-up, queue callbacks and an auto dialer. Supervisors can monitor and coach agents, and co-browsing is included. The product also offers an IVR builder, auto attendant, custom call routing, voicemail transcription and multiple business numbers. Real-time reporting and analytics help teams track performance, while intelligent routing and callback queues are intended to direct customers and reduce waiting. GoTo’s broader Connect CX offering lists WhatsApp, social messaging, SMS campaigns, web chat and surveys. Integrations include Salesforce, Google, Zendesk, Slack, HubSpot and ServiceNow. The service runs on web, Windows, macOS, Android and iOS, with desktop and mobile apps available. Contact Center has no free plan; pricing is available on request. GoTo reports 99.999% availability for the cloud service.
Puzzel Customer Service Platform
Puzzel Customer Service Platform has no write-up on Specifiction yet; its figures are above.