We’re on the Radar

Most innovative European-founded CCaaS provider

Puzzel has been recognised as the most innovative European-founded CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar. To find out more about the analysis and why Puzzel should be on your radar.

A leader in CCaaS innovation

Frost & Sullivan’s Frost Radar evaluates and ranks the top cloud contact centre providers in Europe based on innovation, growth, product portfolio, vision, strategy, research and development, growth pipeline, and customer alignment.

Puzzel has been recognised as the most innovative European-founded CCaaS provider and one of the top four solutions overall out of 150 evaluated providers, solidifying its position as a leading supplier in the European market for delivering advanced customer experiences and long-term business value. Find out what Frost & Sullivan has to say in the full press release here.


“Puzzel’s position on the 2023 Frost Radar is a testament to our team’s hard work and dedication to creating innovative customer engagement solutions with scalability and innovation at its core and a user-friendly Scandinavian design.

We recognise the evolving needs of businesses today, seeking a unified, streamlined product suite that combines automation and empathetic interactions seamlessly. Puzzel fulfils this need, delivering on our promise of exceptional solutions.”

Frederic Laziou, Puzzel CEO

Puzzel’s profile at a glance

  • A customer-centric organisation: capturing and analysing a customer’s context and needs across the entire customer journey with a deep local knowledge of its core markets.
  • A tech innovator: focusing on leveraging technological innovation, such as AI and analytics, and with the ability to successfully integrate acquired capabilities into its CCaaS platform, driving both innovation and growth.
  • A thriving and expanding organisation: a remarkable average revenue growth rate of 20% year-over-year and has solidified a significant market share in the Nordics and UK with recent expansion into the Netherlands.

Find out what Frost & Sullivan had to say

Read the press release

The best customer service providers use Puzzel

Every day, more than 1,200 organisations across 40 countries use our software to deliver smart customer experiences.

Meet our customers
90%
of customer cases
resolved on first contact
4%
reduction in
call abandonment
50%
cost reduction per service request
85%
reduction in
response times
luke sambridgeaffinity water

“It wouldn’t have been possible without Puzzel”

“Our resolution time decreased from five days to three. It wouldn’t have been possible if we didn’t have Puzzel’s omni-channel solution in place!”

Luke Sambridge, Head of Customer Strategy & Experience

Josh Kirkbride photoSimply Business logo

“Makes life so much easier”

“Multi selecting out of adherence events is brilliant and a feature I hadn’t thought of but makes life so much easier.”

Josh Kirkbride, Resource Planner at Simply Business

“Great service by a great company!”

“Puzzel’s omni-channel solution is great for companies that appreciate innovation, efficiency and reliability. At TieTa, we use Puzzel’s telephony and ticketing solution, which has resulted in increased agent efficiency through Automatic Call Distributor (ACD) and skill-based routing, as well as contact prioritisation. It’s loved by agents because it’s modern, very user friendly and intuitive. Puzzel offers a fantastic range of customisable reports that you can tailor to your business requirements and their team is always available for support.”

Risto Proosa, Operations Director at TieTa

“We don’t want customers to contact us. We want our solution to be so good that customers can resolve matters themselves and be happy with the result. We want to devote our time and resources instead to providing personal advice when customers need to talk to us to benefit from our expertise.”

Nicolai Sølna, Process Developer at Storebrand

“We can produce a history of all enquiries, establish rules for managing incoming voice calls, chats and emails, and have it all integrated in the one solution. I can’t imagine how we would deal with 100,000 emails if we didn’t have Puzzel’s system.”

Tommy Kolling, Head of Customer Service at Bauhaus

About Puzzel

Puzzel is the leading European provider of Customer Engagement Solutions. Every day, more than 1,200 organisations across 40 countries use our software to deliver smart customer experiences, blending the powers of people and technology to serve customers efficiently, effectively and with empathy. The Puzzel Customer Engagement Platform enables organisations to create rich journeys for their customers, with a mix of live and self-service experiences that give people the freedom to choose when, where and how they get help. Artificial intelligence is harnessed at every touchpoint to automate tasks, provide insight, and personalise service and support. Puzzel also includes a suite productivity and planning tools to empower managers and agents to reach their goals and continuously improve performance. With 20+ years of experience in the industry, Puzzel is the CCaaS provider organisations trust when every moment matters. For more information, visit www.puzzel.com

See why Puzzel should be on your radar

Download the report