Puzzel Workforce Management vs SingleComm Workforce
Puzzel Workforce Management
puzzel.com
SingleComm Workforce
singlecomm.comSide by side
| Figure | Puzzel Workforce Management | SingleComm Workforce |
|---|---|---|
| Price from | — | $49/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Plans published | 1 | 2 |
| Spec score · Workforce Engagement Management Software | 6.9 (#13) | 8.0 (#9) |
| Spec score · Customer Service Workforce Management Software | 6.9 (#15) | 7.9 (#6) |
| Spec score · Contact Center Workforce Management Software | 6.9 (#27) | 7.9 (#14) |
| Forecasting | It analyses historical data to predict contact volumes across channels and supports multiple forecasts in a week. | Its forecasting uses machine-learning models tuned to customer data, seasonality, campaign drivers, demand ranges, and interval confidence levels. |
| Founded | 1998 | 2014 |
| Integrations | 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. | The maker lists integrations including Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. |
| Intended users | The product is described for contact centre managers, resource planners and agents who need to plan staffing against customer demand. | The company describes its platform as serving contact centers across healthcare, financial services, insurance, retail, BPO, publishing, automotive, nonprofits, and telephone answering services. |
| Purpose | Puzzel WFM is a cloud-based platform for contact centre staffing and scheduling. | Workforce management for contact centers combines AI-driven forecasting, intraday schedule adjustments, skills-based scheduling, real-time adherence, and agent coaching. |
| Scheduling | Managers can create optimised schedules and adjust them in real time, including with multi-skill scheduling. | Scheduling supports skills and priority rules, fairness and break compliance, and what-if analysis for PTO, trades, and shift changes. |
| Security | Puzzel's security introduction describes technical and organisational measures intended to protect customer data and maintain confidentiality, integrity and availability. | The security page states TLS 1.3 encryption in transit, AES-256 at rest, role-based access, SSO, SCIM, MFA, and configurable retention policies. |
| Support | Puzzel directs customers to its Help Centre for support, product documentation and help resources. | The product page links to a SingleComm Jira Service Management customer support portal. |
Plans
Puzzel Workforce Management
- Puzzel Workforce ManagementPriced on request
SingleComm Workforce
- Starting price$49 a month
- SingleComm Workforce ManagementPriced on request
In their own words
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.
SingleComm Workforce
SingleComm Workforce is a cloud workforce-management platform for contact centers, delivered through a browser; its agent desktop requires no softphone. Forecasting uses interaction history, seasonality, and campaign calendars to estimate demand ranges and interval confidence for calls, chat, SMS, and email. Scheduling handles skills, priorities, fairness, and break-compliance rules, with what-if analysis for PTO approvals, trades, and shift swaps. Supervisors can compare volume with forecasts, receive automatic adjustment recommendations, and extend or release shifts with one click. Adherence follows interaction state and includes a coaching queue plus an agent self-service view. The product page says automated quality assurance scores 100% of calls and can create coaching assignments and scorecards with trend history. Integrations include Amazon Connect, Mitel MiVoice, Twilio, Salesforce, HubSpot, Zendesk, ServiceNow, Epic, Cerner, and athenahealth. Event streaming supports Snowflake, BigQuery, and Redshift, with BI connectors for Looker, Tableau, and Power BI. SingleComm lists TLS 1.3, AES-256, SSO, SCIM, MFA, and configurable retention.