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We are Puzzel

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.

years of heritage
Puzzlers worldwide
customers worldwide
customer interactions handled every year
agents using Puzzel every day

Meet the team

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.

Our values


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 leadership team

Our history

Puzzel is born2017

April, 2017: Puzzel was born when our former company, Intelecom, combined its contact centre, interactive mobile messaging and payments solutions 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.

A consistent challenger2017

October, 2017: Puzzel was positioned as a Challenger in Gartner’s 2017 Magic Quadrant for Contact Center as a Service, Western Europe.

All-in-one Agent Application2018

October, 2018: We launched our powerful Agent Application, enabling contact centres to manage all customer service channels in one, simple interface.

From strength to strength2018

November 2018: Puzzel was positioned as a Challenger in Gartner’s 2018 Magic Quadrant for Contact Center as a Service, Western Europe.

Partner ecosystem launches2019

September 2019: The Puzzel Marketplace officially opened, enabling our customers to customise their contact centre solutions with a wide variety of third-party apps. 

A challenger again2019

October, 2019: Puzzel was positioned as a Challenger in Gartner’s 2019 Magic Quadrant for Contact Center as a Service, Western Europe.

Artificial intelligence for agents2019

October, 2019: We released our innovative Agent Assist solution, empowering agents with AI-driven insights to help them deliver superior customer experiences.

Logicalware joins Puzzel2019

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.

U-WFM joins Puzzel2020

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.

An innovative wildcard2020

August, 2020: Puzzel placed third in the Frost & Sullivan European CCaaS Radar.

Packaged solutions2020

December, 2020: We launched our Puzzel packages – Engage, Delight and Inspire – making it easier than ever to buy and implement our CCaaS solutions.

Live video tools2021

May, 2021: We released Live Share and Screen Share, enabling agents to video chat and securely share screens with customers.

Your journey starts here

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