Puzzel improves position 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 fourth consecutive year.

Contact Centre CLUB

“We are encouraged by our improved position as a Challenger and feel we are getting closer to the Leader’s quadrant each year,” said Børge Astrup, Chief Executive Officer of Puzzel. “We believe this reflects our growth and is recognition of our continued efforts to improve the product year-on-year. The flexibility and efficiency of the cloud business model allows Puzzel to be commercially competitive and innovative while offering strong functional capabilities to our customers regardless of their size.”

Puzzel’s omni-channel, cloud-based contact centre solution is scalable and flexible, designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 the company successfully re-branded to Puzzel raising its awareness amongst contact centre professionals and expanded its operations in Finland and Bulgaria, both supporting factors in strengthening its position as a key contender in the contact centre software as a service market.

Thomas Rødseth, Chief Technology Officer of Puzzel continued, “In a changing world channels such as webchat and social media are gaining momentum. As a company we are dedicated to solving customer interactions whatever the channel. It is especially rewarding to see this being recognized this year as our reference customers were all multi-channel deployments. Also, we are committed to self-service and organisations are benefitting from our new Artificial Intelligence (AI) solutions. Customers see the value of being empowered by visual design tools to manage their omni-channel customer experience.”

Børge Astrup, concluded, “Puzzel’s strength lies in the solution’s functionality, particularly in meeting required standards and compliance regulations. Our support operations combined with our understanding of customers’ business needs and the ability to demonstrate how Puzzel delivers value, have fuelled the growth in our customer base and we believe this in turn has strengthened our position in the Magic Quadrant of Contact Center as a Service, Western Europe.”

*Gartner, “Magic Quadrant for Contact Center as a Service, Western Europe,” Simon Harrison, Steve Blood, Drew Kraus, Daniel O’Connell, 17 October 2018.

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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.

About Puzzel

Puzzel builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact center. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Puzzel can be adapted to accommodate from one to several thousand agents using any device, in any location and integrates with multiple applications seamlessly.

Headquartered in Oslo, Norway, Puzzel is passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.

For more information please visit www.puzzel.com

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