Puzzel Ltd (formerly Intelecom’s contact centre entity) a provider of multi-channel cloud-based contact centre solutions, today announced year-on-year sales growth of 96% and a series of new customer wins in the last 12 months. Another successful year follows product releases during 2016 which saw WebRTC softphone capabilities, structured instant messaging for Web Chat and standard integration to Oracle’s Siebel CRM and Unified Service Desk for Microsoft Dynamics CRM added to the core product. Puzzel was also positioned as ‘Challenger’ in the Gartner 2015 Magic Quadrant for Contact Centre as a Service, Western Europe .
Puzzel AS has over 900 customers worldwide and has recently opened an office in Bulgaria to support additional interest in cloud-based telephony in Eastern Europe. New customers in the UK include, property management company First Port, building materials manufacturer Knauf and government organisation, Ofsted.
Børge Astrup, CEO of Puzzel said, “Our new VP of Sales, Colin Hay, has built an exceptional team in the UK in the last six months and their fresh approach is beginning to resonate in a forward thinking omni-channel market. Organisations are looking to provide quality customer service regardless of channel as customers expect to use social media, web-chat, SMS, email and voice to carry on the conversation on their device of choice. We are constantly working to help our customers create the most effective and efficient solutions to suit their customers’ needs and in the UK this is proving invaluable as organisations recognize the many benefits of cloud-based contact centres.”
Puzzel was one of the first to develop a cloud-based contact centre and has nearly 20 years’ experience in this area. Since the early days contact centres have enjoyed the benefits of the cloud including flexibility and scalability. The integration capabilities of Puzzel make it central to often complex contact centre infrastructure configurations. Standard Puzzel integrations include third party customer relationship management (CRM), knowledge-based and enterprise resource management (ERM) applications, plus collaboration tools and other core technologies.