Press Release

28th October 2019

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Puzzel positioned as a Challenger in Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe

Puzzel has been positioned by Gartner, Inc as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report*, for the fifth consecutive year.  According to the report, “CCaaS solutions are becoming the preferred deployment model for many contact centers in Western Europe, replacing traditional on-premises contact center infrastructure.  We assess eight vendors to help application leaders for customer service and support technology make the right choice.”

Børge Astrup, Chief Executive Officer of Puzzel commented, “We are delighted to be positioned as a Challenger in this year’s Gartner Magic Quadrant for Contact Center as a Service, Western Europe report. To us, being positioned as a Challenger recognises our commitment to providing customers with innovative technology solutions and excellent support.  Most recently, we have secured a number of new customers including technology company Atea which will use Puzzel in its own contact centres and promote it to its customers throughout Scandinavia.”

Thomas Rødseth, Chief Technology Officer of Puzzel added, “We believe maintaining our position as a Challenger also reflects our ability to consistently execute on a strong product strategy. This aligns perfectly with the future where contact centres are becoming the central “spider” for allocating work in businesses from any channel of the customer dialogue.  In addition to the recent launch of social engagement platforms such as TrustPilot®, our main focus is to maximise the potential of today’s increasingly hybrid workforce where AI tools and humans work together to improve contact centre performance and the customer experience (CX).”

The recent launch of Puzzel Marketplace marks another milestone for us. It allows organisations to take advantage of connected cloud applications through a new global partner eco-system.  Puzzel Marketplace offers everyone from IT administrators in small companies to seasoned solutions architects, in large multinational organisations, easy access to the best value-added Puzzel applications and trusted third-party solutions, all in one place.

Børge Astrup concluded, “With the guidance and strong financial backing of our new owners Marlin, we have the freedom to aim even higher in our ambitions for continued product innovation and business expansion.”

*Gartner, “Magic Quadrant for Contact Center as a Service, Western Europe,” Simon Harrison, Steve Blood, Drew Kraus, 15 October 2019. *Puzzel was previously recognized in the “Magic Quadrant for Contact Center as a Service, Western Europe” as Intelecom in 2015-2016.

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Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Press contact
Mary Phillips
PR Artistry Limited
T: +44 (0)1491 845553
E: mary@pra-ltd.co.uk