Nextiva vs Puzzel Workforce Management
Nextiva
nextiva.com
Puzzel Workforce Management
puzzel.comSide by side
| Figure | Nextiva | Puzzel Workforce Management |
|---|---|---|
| Price from | $15/mo | — |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | — |
| macOS | Yes | — |
| Linux | Yes | — |
| iOS | Yes | — |
| Android | Yes | — |
| API | Yes | Yes |
| Plans published | 8 | 1 |
| Spec score · Contact Center Workforce Management Software | 8.9 (#4) | 6.9 (#27) |
| Spec score · Workforce Engagement Management Software | 8.9 (#3) | 6.9 (#13) |
| Spec score · Customer Service Workforce Management Software | 8.9 (#3) | 6.9 (#15) |
| Headquarters | Scottsdale, Arizona, United States | Oslo, Norway |
| Integrations | Nextiva lists integrations for Salesforce, HubSpot, Microsoft Teams, Microsoft Dynamics, Google Calendar, Outlook, Zendesk, Shopify, ServiceNow, NetSuite, Square, Zoho and many other systems. | 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. |
| Intended users | Nextiva describes the cloud phone system as suitable for small companies and says it can scale to advanced unified communications as needs grow. | The product is described for contact centre managers, resource planners and agents who need to plan staffing against customer demand. |
| Security | Nextiva says its data centers are independently audited and calls are encrypted with TLS and SRTP; it lists SOC 2, PCI-DSS, HIPAA with signed BAAs, GDPR, and HITRUST. | Puzzel's security introduction describes technical and organisational measures intended to protect customer data and maintain confidentiality, integrity and availability. |
| Support | The cloud phone system pricing page says all plans include 24/7 customer support. | Puzzel directs customers to its Help Centre for support, product documentation and help resources. |
Plans
Nextiva
- Core$15 a month
- Engage$25 a month
- Scale$75 a month
- Core$15 a month
- Core$15 a month
- Engage$25 a month
- Engage$25 a month
- Scale$75 a month
Puzzel Workforce Management
- Puzzel Workforce ManagementPriced on request
In their own words
Nextiva
Nextiva is a hosted VoIP PBX for business communications, with voice calling, messaging, and collaboration features. Its Core plan includes inbound and outbound voice, business SMS, video meetings, screen and file sharing, call routing, team chat, and a mobile app. Listed call-handling tools include auto attendants, local and toll-free numbers, advanced routing, call recording, voicemail transcription, and call forwarding. Engage adds customer-to-team SMS, toll-free service and minutes, advanced reporting, an inbound call center, live chat, and a chatbot. Apps are listed for Windows, macOS, Linux, iOS, and Android, and a Chrome extension connects Contact Center to the browser. The integrations directory names Salesforce, HubSpot, Zoho, Microsoft Teams, Zendesk, and others; Nextiva advises confirming availability for integrations not shown. The system needs at least 100 kbps of upload speed per phone line, and all cloud phone system plans include 24/7 support. Core costs $15/user/mo, Engage $25/user/mo, and Scale $75/user/mo. No free plan or trial is listed.
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.