
Rachael Russell
UK Marketing Manager
Rachael is from our London office and part of our marketing team.
We engineered one of the first cloud-based contact centre solutions, and today our exceptional team continues to innovate in the world of customer service. Our award-winning solutions are used by businesses across the world – from smaller enterprises to global corporations – to improve customer service, streamline workflows and empower employees. We’re also supported by a strong network of partners who are committed to sharing knowledge and working to help drive business and success.
Chess players, trained chefs, globetrotters and code geeks… our Puzzelers are a diverse and inspired bunch who are passionate about delivering the best products, services and experiences for our customers. If you think you’d be a good fit, we’d love to hear from you.
We work smart, think smart and explore new experiences to help achieve our customers’ goals with much imagination and passion.
We are honest, reliable and show confidence and respect. We have an open dialogue with our customers and employees.
We empower everyone we work with by giving them every opportunity to succeed in what they do, to improve their abilities, and exceed their expectations.
We lead change to meet the needs of an evolving market and seek to improve what we do every day.
Our story begins in Norway with Concorte, a leading provider of telecommunications, contact centre and mobile services in Norway. Founded in 1998, Concorte engineered one of the first cloud-based contact centre solutions, laying the foundations for what would eventually become Puzzel.
Concorte later was renamed to Intelecom.
April, 2017: Puzzel was born when Intelecom combined their cloud-based contact centre and interactive mobile messaging s to create a brand-new company. Our mission was to support organisations as they faced growing demand and new customer service challenges in the digital age.
October, 2017: Puzzel was positioned as a Challenger in Gartner’s 2017 Magic Quadrant for Contact Center as a Service, Western Europe.
October, 2018: We launched our powerful Agent Application, enabling contact centres to manage all customer service channels in one, simple interface.
November 2018: Puzzel was positioned as a Challenger in Gartner’s 2018 Magic Quadrant for Contact Center as a Service, Western Europe.
September 2019: The Puzzel Marketplace officially opened, enabling our customers to customise their contact centre solutions with a wide variety of third-party apps.
October, 2019: Puzzel was positioned as a Challenger in Gartner’s 2019 Magic Quadrant for Contact Center as a Service, Western Europe.
October, 2019: We released our innovative Agent Assist solution, empowering agents with AI-driven insights to help them deliver superior customer experiences.
December, 2019: Puzzel acquired Logicalware, a leading provider of email automation and customer service software, to provide contact centres with a greater end-to-end view of customer interactions.
April, 2020: Puzzel acquired U-WFM, a workforce management and optimisation software provider, giving contact centres the ability to forecast demand, monitor real-time adherence, and optimise their operations.
August, 2020: Puzzel placed third in the Frost & Sullivan European CCaaS Radar.
December, 2020: We launched our Puzzel packages – Engage, Delight and Inspire – making it easier than ever to buy and implement our CCaaS solutions.
May, 2021: We released Live Share and Screen Share, enabling agents to video chat and securely share screens with customers.
October, 2021: Puzzel acquired Vergic, a digital engagement solution, enabling contact centres to track web visitors’ browsing behaviour and deliver proactive, personalised customer support in real-time and at scale.
November, 2022: Puzzel acquired S2 Communications, an outbound specialist to help Puzzel customers deliver a more cohesive customer experience across all touchpoints – providing the contact centre and sales agents with one platform.
Want to drop by our office? In which country would you like to meet?