London, United Kingdom – May 11, 2023: Puzzel has been recognised as the most innovative European-founded CCaaS provider in Frost & Sullivan’s 2023 European Cloud Contact Center Frost Radar.

Puzzel’s success in the Frost Radar report is an accolade for its relentless focus on automation and artificial intelligence (AI). By leveraging advanced automation and AI technologies, Puzzel empowers organisations to optimise their customer service operations, streamline processes, and enhance overall business efficiency.

These capabilities enable businesses to create meaningful, personalised customer interactions, fostering stronger relationships and improving customer satisfaction.

“We are honoured to be recognised as the most innovative European-founded CCaaS provider on the Frost and Sullivan 2023 European Cloud Contact Center Frost Radar,” comments Frederic Laziou, CEO of Puzzel.

“Puzzel’s position on the 2023 Frost Radar is a testament to our team’s hard work and dedication to creating innovative customer engagement solutions with scalability and innovation at its core and a user-friendly Scandinavian design.

“We recognise the evolving needs of businesses today, seeking a unified, streamlined product suite that combines automation and empathetic interactions seamlessly. Puzzel fulfils this need, delivering on our promise of exceptional solutions.”

“With Puzzel, our customers can focus on what really matters – providing exceptional customer experiences and building strong customer relationships,” adds Frederic Laziou.

“Puzzel recognises the power innovation can play in establishing market leadership as it continues its strong position on the Frost Radar innovation axis. The company continues to invest in its platform, demonstrating advancements in important technology innovation, including AI, automation, and performance management, that help establish it as a market leader for CCaaS in Europe,” comments Bernardin Arnason at Frost & Sullivan.

The Frost Radar report has highlighted several key strengths of Puzzel, recognising:

• A customer-centric organisation: capturing and analysing a customer’s context and needs across the entire customer journey with a deep local knowledge of its core markets.
• A tech innovator: focusing on leveraging technological innovation, such as AI and analytics, and with the ability to successfully integrate acquired capabilities into its CCaaS platform, driving both innovation and growth.
• A trusted data guardian: with a hybrid cloud architecture that complies fully with European data residency requirements.
• A thriving and expanding organisation: boasting a robust and flourishing channel partner programme, having successfully onboarded an impressive 55 partners within the last two years alone. Puzzel has a remarkable average revenue growth rate of 20% year-over-year and has solidified a significant market share in the Nordics and UK with a recent expansion into the Netherlands.

The Puzzel customer engagement platform comprises five integrated solutions. Anchored by Puzzel Contact Centre, the cloud-native omnichannel solution empowers businesses to manage customer interactions across all channels. Advanced agent-assist maximises agents’ productivity, while data analytics equips managers with valuable insights to optimise contact centre performance, enabling quicker and more empathic resolutions for customers.

Puzzel Digital Engagement enhances productivity and efficiency by proactively connecting with customers throughout their digital journey across various digital channels, including chatbots.

Puzzel WFM facilitates accurate demand forecasting and the creation of high-performance workforces. Whilst Puzzel Quality Assurance allows managers to evaluate customer interactions, gain actionable insights, and provide personalised coaching, increasing productivity by 285%.

Moreover, Puzzel Sales Intelligence streamlines outbound and inbound customer service, ensuring a cohesive and consistent experience across all touch points.

This suite of solutions enables businesses to create a cohesive and uniform experience across all customer interactions, streamlining operations and improving agent and customer engagement while driving business growth.

With its customer engagement platform at the forefront, Puzzel continues to empower organisations to transform their contact centre operations, exceed customer expectations, and achieve business success.

To download the report or to find out why Puzzel should be on your radar, please visit: www.puzzel.com/frost-sullivans-2023-cloud-contact-center-radar/

About Puzzel

Puzzel is the leading European provider of Customer Engagement Solutions. Every day, more than 1,200 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 Customer Engagement 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 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.