London 2nd November 2015 – Puzzel (formerly Intelecom’s contact centre entity) a leading European provider of contact centre solutions, today announced it has been positioned by Gartner, Inc. as a Challenger in the Contact Centre as a Service, Western Europe Magic Quadrant report.

“We believe Puzzel has appeared in this Gartner Magic Quadrant in recognition of our pioneering work and years of dedication to the contact centre industry”, said Børge Astrup, CEO of Puzzel Contact Centre Division. “Our mission is to enable customers to deliver exceptional customer service across multiple channels by unlocking the power of new technology solutions. We will continue to invest in innovation and execute on our product roadmap to help build the next generation customer service environments.”

The UK division of Puzzel recently announced a 122% increase in license revenue. This follows a year-on-year growth over the past three years in which license revenue trebled.

Børge Astrup continued, “According to Gartner (1) , end-user spending on cloud public services for customer relationship management (CRM) is in growth. Our daily dialogue with customers supports this forecast. The popularity of web chat and social media for customer service will mean further opportunity for growth as contact centres look for operational efficiencies and to improve the customer journey.

“We feel this forecasted growth in the market and Puzzel’s positioning in the Gartner 2015 Contact Centre as a Service, Western Europe Magic Quadrant, confirms our commitment to continued investment in the UK and wider European market to become the go-to partner for Contact Centre solutions.”

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Reference 1: Gartner Forecast: Public Cloud Services Worldwide, 2013-2019, 3Q15 Update

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Gartner, Magic Quadrant for Contact Center as a Service, Western Europe, Steve Blood, Drew Kraus, Daniel O’Connell, 15 October 2015