Puzzel WFM Integration Designed for Twilio Flex

Resource allocation and scheduling can be challenging for contact centers, which need to ensure enough agents are staffed to handle customer demand. As you can imagine, resourcing needs can change quickly. Thankfully, workforce management (WFM) solutions provide contact center managers with automated forecasts and scheduling tools that consider customer trends and agent input.

Using WFM solutions optimize resource allocation and how shifts are being built, while providing contact center managers with data and actionable insights to ensure agent productivity.

Puzzel WFM provides an easy-to-use, cloud-based platform which enables forecasting, scheduling, and adherence monitoring for your entire Twilio Flex contact center workforce. Automating these tasks provides more accurate resourcing and enables managers to spend more time coaching agents, enabling them to solve more complex problems.

Twilio is partnering with Puzzel to provide a validated integration of Puzzel WFM and Twilio Flex. The solution is specifically designed to increase agent retention, reduce administrative overheads, and increase productivity. Puzzel WFM can be set up in just days and is fully integrated with Twilio Flex.

Deploy Quickly

Twilio Flex customers can self-service Puzzel’s WFM solution, customize, and setup in a couple of days. This enables customers to deploy a WFM solution quickly to improve daily contact center operations, even as you scale your workforce.

Evaluate Agent Performance

Managers can use real-time adherence and historic connectors in Flex to analyze agent performance. This helps improve your manager’s ability to coach agents and empower them to solve more difficult customer issues.

Availability

Twilio Flex customers can utilize Puzzel’s integration for WFM today to improve scheduling and forecasting for contact centers around the globe. Read through the documentation to get started or email ecosystempartners@twilio.com to get in contact with a sales specialist.

Learn More

Interested in learning more about integrating Puzzel into Twilio Flex?. Check out their Twilio Showcase Listing to read more about their solution.

Philip Borden is a member of Twilio’s Product Marketing team and is focused on working with Technology Partners to plan joint GTM, messaging, and co-marketing programs. Outside of work, you can find Philip traveling, skiing, cooking, and playing with his dog Stanley.