For more than 35 years, Sound of Data has helped organisations across the Netherlands transform the way they communicate with customers. As demand for cloud contact centre solutions grew, the company wanted to strengthen its portfolio with a platform that offered greater flexibility, modern AI capabilities and strong European credentials.

That's where Puzzel came in.

Today, the partnership is helping organisations across the Netherlands modernise customer experience while giving Sound of Data a flexible solution to meet a wider range of customer needs.

A better fit for evolving customer needs

Sound of Data operates a multi-vendor ecosystem, allowing them to deliver objective and tailored advice to their customers. To complement their existing portfolio, they sought additional contact centre solutions that could address specific requirements around multi-tenant deployments, European data and regulatory considerations, local expertise, and strong on-the-ground support across the markets they serve.

Rather than forcing every customer into a single deployment model, Sound of Data looked for a platform that could complement its portfolio while providing greater flexibility.

"We wanted a multi-tenant solution, and that's Puzzel."

Puzzel's cloud-native, multi-tenant architecture made it the natural choice. But for Menno Leenart, Account Manager at Sound of Data, choosing the right technology was only one part of the decision. The partnership itself has been just as important.

"At Puzzel, everyone is very responsive and very easy to work with. That gives me a lot of confidence."

Puzzel's European heritage has also become a key differentiator in customer conversations. Designed specifically for European businesses, the platform combines local product teams, European cloud infrastructure and deep regulatory expertise with technology built around European customer expectations and data privacy requirements.

"Customers see Puzzel being European as a big advantage."

Building confidence in a new market

Although Puzzel is well established across Europe, the Netherlands was a new market for Puzzel, meaning many organisations were unfamiliar with the brand. One of the first questions prospective customers often asked was why Puzzel wasn't included in Gartner's Magic Quadrant for Contact Centre as a Service.

Sound of Data used these conversations as an opportunity to explain that Gartner's Contact Centre as a Service Magic Quadrant was originally split into separate European and North American reports. Following their consolidation into a single global evaluation, vendors are required to operate in the U.S. market to be eligible for inclusion. As a provider focused on Europe, Puzzel has continued investing in the markets where it delivers the greatest value.

Rather than relying on brand recognition alone, Sound of Data lets the platform speak for itself.

"Many customers had never heard of Puzzel before. But once they saw the product, they were very impressed.”

To further reinforce customer confidence, Sound of Data also highlights independent analyst research that reflects Puzzel's strategy and strengths. Frost & Sullivan recently recognised Puzzel as an innovation and growth leader in the EMEA Customer Experience Platform market, while Forrester's Total Economic Impact™ study found organisations using Puzzel could achieve:

• 278% return on investment

• €12.98 million in quantified benefits

• Payback in less than six months

As more organisations experience the platform, awareness continues to grow, with early customers becoming advocates for both Puzzel and Sound of Data.

Growing together

Since partnering with Puzzel, Sound of Data has secured several joint customers and continues to build a strong pipeline in the Dutch market.

One customer, ClikQ, has become a strong advocate for both organisations.

"They started with a small deployment, but they're so enthusiastic they're telling everybody about Puzzel and Sound of Data."