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Press Release

Puzzel named a leading innovator in Frost & Sullivan’s 2021 European CCaaS Radar

LONDON, UK, 20th April: Puzzel has been named a leading innovator in Frost & Sullivan’s 2021 European Contact Centre as a Service (CCaaS) Radar report.

The report confirms Puzzel as one of the top cloud contact centre solutions in the European market for delivering cutting-edge customer experiences and long-term business value.

Frederic Laziou, CEO of Puzzel, said: “Puzzel’s position on the 2021 Frost Radar reflects our strong growth and commitment to delivering continuous innovation for our customers. 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. We’ve expanded our omnichannel platform with new channels and capabilities to help agents deliver more convenience, empathy and personalisation for customers. And we’ve enriched our analytics and workforce management tools to support managers as they lead new, hybrid teams. This continuous innovation is what businesses need to stay on-trend and meet customer expectations today.”

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, growth pipeline, customer alignment and other parameters.

Based on its analysis of 150 European providers, Frost & Sullivan ranked Puzzel in the top five innovative solutions overall. Puzzel also improved on its 2020 innovation score, reflecting its keen focus on product development.

Alexander Michael, Global Leader of Frost & Sullivan’s ICT Practice commented: “Puzzel stands out for its focus on achieving and maintaining product excellence. Puzzel’s strengths lie in its functional breadth that aligns well with market demands. It offers an advanced multi-tenant contact centre solution that enables end-user organisations to manage customer interactions across a vast number of channels including voice, email, SMS, web chat, WhatApp, and social (Facebook, Twitter, TrustPilot.com, Instagram).”

Alexander Michael adds: “Besides providing a powerful CCaaS solution, Puzzel features an innovative design, enhancing both visual appeal and ease of use… The forward-looking visual appeal of the platform together with the intuitive interface makes agent working activities more enjoyable. Everything is made available from a one-screen application, allowing agents to focus on the CX. Puzzel reminds us that a good contact centre solution is not just about having good technological features, but also making it easier for agents to use and manage these features while engaging with customers.”

The Frost Radar report highlighted a number of key strengths for Puzzel, including its:

  • Ability to provide “seamless” omnichannel user experiences, from chatbot interactions to video calls
  • “Best-in-class” agent and manager experiences, with advanced tools that enable contact centres to continually drive more efficiency and productivity
  • Keen focus on artificial intelligence (AI) and extensive support of automation and chatbots
  • Continuous development and diversification, which has led to growth “well above the market average”
  • Strong market share in the Nordics and UK, recent expansion into the Netherlands, and plans to expand into Belgium, Luxembourg, Germany and France
  • “Well-established and successful” channel partners program

The Puzzel Customer Service Platform is used by leading brands across Europe, including Scandinavian Airlines, If, Fortum, Dementia UK, Scandic, Clas Ohlson, Aller Media and JYSK. Its native cloud software enables organisations to deliver personalised customer experiences, seamlessly connected across all channels, with an intelligent blend of live and self-service.

To download the report, or to find out why Puzzel should be on your radar, please visit: www.puzzel.com/frost-sullivan-radar/

About Puzzel

Puzzel is the leading European provider of cloud contact centre solutions. 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. For more information, visit www.puzzel.com

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