We’re on the Radar

Leading CCaaS innovator in Europe

Puzzel has been named a leading innovator in Frost & Sullivan’s 2021 European CCaaS Radar report. To find out more about the analysis and why Puzzel should be on your radar, download the full report.

A leader in CCaaS innovation

The Frost Radar ranks the top-performing cloud contact centre providers in Europe on innovation and growth. The rankings are based on the firm’s independent research into each provider’s: product portfolio, vision and strategy, research and development, customer alignment, market share (previous 3 years), revenue growth (previous 3 years), growth pipeline, sales and marketing, innovation scalability and megatrends leverage.

Based on its analysis of 150 European providers, Frost & Sullivan ranked Puzzel in the top five solutions overall, confirming us as one of the best solutions in the market for delivering cutting-edge customer experiences and long-term business value. Find out what Frost & Sullivan have to say in the full press release here.

“In the past 18 months, we’ve invested heavily in AI and automation to support contact centres as they seek to deliver more self-service and digital-first service for their customers.”

Frederic Laziou, CEO

What the report has to say…

  • Top 5 innovative providers in Europe  
  • Growth ‘well above the market average’ 
  • ‘Seamless’ omnichannel user experiences and ‘best-in-class’ agent and manager experiences 

See why Puzzel should be on your radar

The best customer service providers use Puzzel

Every day, more than 1,100 organisations across 40 countries use our software to deliver smart customer experiences.

of customer cases
resolved on first contact
reduction in
call abandonment
cost reduction per service request
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

“Everything is smoother now…”

system has helped. It means there are shorter wait times and more happy people and solutions provided,” Jordan said.”

Jordan Patel, Customer Service and Sales Manager at Newstel

“Great team and great support”

“Great team and great support. Always willing to listen and explore ideas with you and also share their experience to help you shape your services.”

Matthew Phillips, Assistant Director of Housing at Newlon Housing Trust

FM24 logo

“Delivering world-class customer service”

“We were looking for a solution that combined the flexibility and scalability necessary to make changes and respond quickly to changing client requirements. Skills-based routing of calls was essential to delivering world-class customer service.”

Sasha Memedovic, Head of Service Delivery at fm24

“Puzzel allowed us to have multiple users dealing with all incoming enquiries.”

“These ranged from course enquiries, directions to the three campuses, to funding enquiries.”

Declan Fallon, Glasgow Clyde College

Leading CCaaS innovator in Europe

About Puzzel

Every day, more than 1,100 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 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 of 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.

See why Puzzel should be on your radar