Puzzel Ltd (formerly Intelecom’s contact centre entity) a provider of multi-channel cloud-based contact centre solutions, today announced a 122% increase in license revenue for Puzzel’s contact centre solution during the year ending January 2015. This follows year-on-year growth over the past three years which has seen license revenues treble over that period of time.
Puzzel Ltd is part of Puzzel AS, a Norwegian company which currently serves over 900 customers, in 25 countries on 4 continents.
Puzzel was one of the first to develop a cloud-based contact centre and now has over 17 years’ experience in this area. For more than a decade and a half, contact centres have enjoyed the benefits of cloud-based services including its flexibility and scalability. The integration capabilities of Puzzel make it central to often complex contact centre infrastructure configurations, including third party customer relationship management (CRM), knowledge-based and enterprise resource management (ERM) applications, plus collaboration tools and other core technologies.
Puzzel’s license revenue and agent growth in the UK has exceeded analyst predictions for the cloud contact market as a whole*. The increased popularity of web chat and social media for customer service will mean further opportunity for growth as contact centres look for operational efficiencies as well as improving customer journeys. Puzzel enables all customer enquiries via Facebook, Twitter, web-chat, SMS, email, fax and telephone to be handled simultaneously from the same screen as voice calls. This reduces the number of interfaces that agents have to manage, leading to faster, more effective enquiry handling and increased customer satisfaction.
License revenue and agent count have grown as both existing and new customers recognize the security and stability of the Puzzel platform. Customers in the UK include Affinity Water, Ombudsman Services, Figleaves and Domino’s Pizza. Puzzel is ISO27001 accredited and therefore understands the concerns of many customers who demand the highest levels of security from providers of cloud based services.
Puzzel continues with its investment programme which includes the contact centre platform, network and data centre expansion as well as staff augmentation and marketing.
*The seventh edition of DMG’s Consulting’s Cloud-Based Contact Center Infrastructure Market Report, 2014-2015 forecast 20% growth.