Why CX leaders are consolidating their contact centre stack.

Ask most contact centre managers how many separate tools their agents switch between in a single conversation, and the answer usually surprises even them.

It's rarely one platform doing one job well. It's a voice system, a separate ticketing tool, a chat widget bolted on later, and a reporting spreadsheet stitching it all together after the fact. Each addition solved a problem in isolation. Together, they've created a bigger one.

Fragmentation isn't a technology problem — it's a management problem

Before consolidating onto Puzzel, JYSK ran 28 separate contact centres, each on a different telephony system. The issue wasn't just that agents lacked a shared view of customer history. It was that management had no way to compare performance across teams, spot training gaps, or see which enquiry types were actually driving volume.

"It was messy and hard to keep track of all the customer enquiries before. Things are so much smoother now." — Tari ter Maat, JYSK Netherlands Customer Service Manager

That's the pattern behind most fragmented stacks: every extra tool adds cost, training overhead, and integration risk — and every one of those costs compounds the longer the fragmentation continues.

What agents are actually carrying

Fragmentation doesn't stay a back-office problem. It shows up directly in agent workload.

• Switching between systems mid-conversation creates cognitive overload and slows resolution
• No unified customer view means agents ask customers to repeat information they've already given
• Manual reporting from spreadsheets becomes standard practice, because no single system has the full picture

Consolidation is now the top investment priority for European CX leaders heading into 2026 — not because it's fashionable, but because the alternative is agents drowning in admin that a unified platform would simply remove.

Consolidation doesn't mean all-or-nothing

The biggest misconception about moving to an integrated platform is that it means ripping everything out at once. It doesn't have to.

Puzzel's platform is modular by design — organisations start with what they need and scale as requirements grow, rather than committing to a full rebuild on day one. NRLA's move from a disjointed on-premise setup to a full omnichannel stack (voice, email, chat, social, workforce management, case management, and conversational intelligence) delivered:

• 85% faster email responses (35 hours down to 5)
• 35% reduction in call wait times
• 3.5 FTE reduction, despite absorbing 3,000 new service calls

None of that required starting from scratch. It required one platform that could grow to cover what fragmented tools couldn't.

A European platform, not a global checkbox

For Dutch organisations especially, consolidation carries an added dimension: frustration with global CCaaS vendors who treat the Netherlands as a checkbox rather than a market with its own needs. A genuinely integrated CX ecosystem pairs consolidation with local presence — an in-country team, European data infrastructure, and support that understands local market dynamics, not just local language settings.

That combination — one platform, built AI-native, backed by local support — is what "done adapting to platforms that weren't built for them" actually looks like in practice.

See what an integrated CX ecosystem could replace on your stack