Frost & Sullivan recognises Puzzel as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar™

Frost & Sullivan’s latest Frost Radar™: EMEA Customer Experience Platforms, 2025 report positions Puzzel among the key innovators and accelerated-growth leaders redefining the CX platform landscape across Europe. 

OSLO, NORWAY – January 6, 2026: Puzzel has been recognised as both an Innovation and Growth Leader in the newly released  Frost Radar™ EMEA Customer Experience Platforms, 2025, a benchmark analysis by Frost & Sullivan evaluating 21 leading customer experience platform (CXP) providers across innovation and growth.  

The report positions Puzzel among the top performers redefining the CX platform market, citing the company’s accelerated growth, clear AI strategy, and expanding European footprint as key strengths 

Drawing on Frost & Sullivan’s extensive evaluation of CX platforms across Europe, the Middle East and Africa, the Radar recognises providers that combine strong product innovation, forward-looking strategy, and sustained market expansion.  

Highlights from the Frost Radar™ report 

A strong position in the Innovation Index 

According to the report’s Companies to Action analysis, Puzzel is identified as an accelerated-growth performer with a clear focus on practical, secure AI innovation. The report highlights several key differentiators:  

• A clear innovation strategy focused on augmenting agent capabilities with secure, practical AI, balanced with the human element of customer service. 

• European-hosted data centre architecture, ensuring GDPR and EU AI Act compliance - critical for regulated and sovereignty-focused markets.  

• Two major acquisitions - SupWiz (August 2024) and Capturi (October 2024) - strengthening conversational AI, automation, and advanced analytics capabilities across channels.  

• Significant innovation investment with 39% of full-time employees and 17.2% of revenue dedicated to R&D.  

• With a customer-centric model, Puzzel takes a consultative approach and helps organisations understand AI readiness and map practical adoption.  

As Bernandin Arnason, Industry Director, Frost & Sullivan, said: “With a well-balanced approach to secure AI innovation, human empathy, and regulatory compliance, Puzzel is demonstrating CX platform leadership across Europe.” 

Recognised as an Accelerated Growth leader 

The report places Puzzel in the Accelerated Growth category (11–20% growth in 2024), alongside other fast-expanding European CX players, attributed to: 

• A strong European presence, supporting complex local language, regulatory, and data sovereignty needs. 
• Effectively integrating acquisitions within months while maintaining business momentum, demonstrating strong operational execution. 
• Strengthened executive leadership, supporting scalable, high-growth operations.
• A full brand transformation, repositioning Puzzel from a CCaaS vendor to a modern CXP partner with AI at its core.  

Puzzel’s CEO, Frederic Laziou said about the report: “We are proud to be recognised by Frost & Sullivan as a leader in both innovation and growth. This acknowledgment reinforces our mission to bring secure, human-centric AI to contact centres across Europe and help organisations deliver exceptional customer experiences at scale.”

About the Frost Radar™ 

The Frost Radar benchmarks 21 leading CX platform providers using 10 analytical criteria covering innovation, growth strategy, scalability, customer alignment, vision, and market momentum. Providers placed in the upper-right quadrant demonstrate above-market innovation coupled with strong, sustainable growth. 

About Puzzel 

Puzzel is the modular, AI-native CX ecosystem that helps contact centres simplify complexity, unify conversations, and deliver faster, more human service. Our platform brings every channel, system, and stakeholder together - blending automation with real-time agent empowerment to reduce manual work, unlock insights, and improve first-contact resolution.