Puzzel Strengths, Domain Expertise, and Key Differentiators
Puzzel is a cloud-based contact center. Puzzel combines omnichannel technology with Artificial Intelligence (AI) to provide complete customer interaction solutions in a digital age. Puzzel’s omnichannel cloud contact solution has the flexibility and scalability to support smaller enterprises and global corporations. Voice calls, email, SMS, web chat and social media channels are all managed in a single, easy-to-use application which integrates seamlessly with other enterprise solutions.
As a result, contact center agents and other parts of the business can access corporate systems such as customer relationship management (CRM) information, invoice history, product or service details, and user knowledgebases to answer customer queries efficiently and effectively.
Puzzel Recent Developments
In October 2019, Puzzel taps into the power of Artificial Intelligence to launch Agent Assist. Puzzel’s Agent Assist empowers agents with instant access to intelligent information from a wide range of enterprise applications including CRM systems, Chatbots and knowledgebases. Agents can benefit from powerful sentiment analysis functionality, capturing and recording the mood of the customer based on current and previous conversations. This added dimension provides vital intelligence to help improve customer experience in a highly proactive way.
In November 2018, Puzzel has launched new functionality and a new agent application in the latest version of their cloud-based contact center solution. The new agent application is designed to ensure more streamlined customer experience and to help customer managers handle customer requests more efficiently.
Puzzel's new affiliate application supports direct integration into business systems through widgets that are readily available to customer managers. This provides access to customer information and their previous interactions with the organization, as well as billing history, product and service information, knowledge base, and more. In addition, the new application makes it easier for customer managers to process multiple customer interactions at the same time. Customer managers can respond to multiple channel requests at the same time.
The latest version of Puzzel and their new affiliate application include: -A brand new Widget concept - Increases customer productivity productivity through proactive access to the information they need when they need it. Widgets can be configured, highly flexible, giving each customer manager access to the information and functionality that is most relevant in a given situation.
-Easy switch between customer requests - New functionality means that each customer interaction is processed through a separate tab that opens automatically when the request arrives. This makes it easy to switch between different channels and requests.
Additional feature tabs can be accessed manually to access, for example, view real-time information, queue overview, and information from external applications.
-A new solution for social media - new and improved integration with social media channels and the ability to add new sources quickly and efficiently, makes Puzzel's new affiliate application more flexible and receptive to new channel selection for customer dialogue.
-Integration with partner systems for important information - The latest version of Puzzel can be more easily integrated with selected partner systems.
This allows customer administrators to connect to external systems and knowledge databases, which in turn makes it easier to resolve customer requests.
-Future- proof for optimal omni channel user experiences - Puzzel's new affiliate application has been developed to support a wide range of channels and customer dialogue systems.
This enables organizations to deliver a complete customer experience that meets the requirements for modern contact centers as well as innovations that will come in the future.
Puzzel Mergers and Acquisitions (M&A) Activities
Puzzel, European Contact Centre as a Service (CCaaS) provider, has announced the acquisition of U-WFM (“U-WFM”) a leading provider of workforce management and optimization software. Headquartered in Sheffield, U.K., and with customers across the U.K., U.S. and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact centre operations for companies of all sizes and across any industry vertical. This acquisition was supported by Marlin, Puzzel’s current investment partner.
Puzzel Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Puzzel applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Puzzel and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Puzzel Contact Centre customers.
Ownership: - Marlin Equity Partners
Number of Employees: 160
Functional Markets: Customer Relationship Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
Puzzel Key Enterprise and Cloud Applications
Puzzel Contact Centre
Puzzel Revenues, $M:
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* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Puzzel Revenue Breakdown By Type, $M:
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Puzzel Enterprise Applications Revenues By Functional Markets, $M:
Puzzel Enterprise Applications Revenues By Verticals, $M:
Puzzel Revenues By Region, $M
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Puzzel Direct vs Indirect sales
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Puzzel Customers - Breakdown by Geo, Size, Vertical and Product
No. of Puzzel Customers: 900
No. of Puzzel Enterprise Applications Customers: 900
No. of Puzzel Cloud Customers: 900
No. of Puzzel Cloud Subscribers: x
Puzzel has 900 customers worldwide in 40 countries with 500 million transactions handled last year. Among its customers are: Domino's Pizza, Figleaves, Ombudsman Services, HRG, Capita, HGS, Bottomline Technologies, Affinity Water, Spark, NationalGrid, veolia, Jarden, JCB, and many others.
Puzzel Market Opportunities, M&A and Geo Expansions
In May 2019, Puzzel received growth investment from Marlin Equity Partners, a global investment firm with over $6.7 billion of capital under management.
In October 2018, Puzzel unveiled new functionality in the latest release of its cloud-based contact center solution, designed to help agents manage customer inquiries and streamline the customer journey.
The new agent application supports direct integration through widgets to the agent’s screen to enterprise solutions providing access to customer relationship management information, invoice history, product or service details, user knowledgebases and more.
In addition, the latest version enables contact center agents to handle multiple customer interactions more efficiently. Agents can respond to inquiries in different channels, at the same time, to provide a complete omnichannel customer experience.
In Mai 2018, Puzzel launches new functionality in the latest version of their cloud-based contact center solution, designed to extend the system's multi-channel functionality and to help organizations meet key changes in EU privacy laws.
Users can now integrate third-party or Puzzel's own chatbots directly into the contact center solution, thus improving the first contact with customers and saving valuable customer care.
Furthermore, Puzzel has made several adjustments to the platform in preparation for the introduction of the EU General Data Protection Regulation (GDPR) in May this year.
Key features in the new version of Puzzel include: -Chatbots - integrate your own bot or buy directly from Puzzel - Contact Centers can connect directly to a selection of chatbots from the kernel of Puzzel's platform. Users can now choose to integrate their existing bot via Puzzel's standardized integration modules or to purchase a fine directly from Puzzel.
Whichever method you choose, one can ensure a seamless transfer from cure to active customer service at the Puzzel Contact Center.
Bot technology is still in development, and you can ensure that people have a finger in the game when it comes to more advanced inquiries.
-GDPR preparedness - To prepare contact centers for the implementation of the Privacy Regulation (GDPR), Puzzel has introduced new functionality that will simplify the compliance process.
This functionality will allow organizations to quickly identify end user data; delete data upon request; as well as easily collect and document all approvals given by end customers in contact with the organization.
Puzzel already has the ability to encrypt call recordings, which can only be played by downloading them to devices with the private encryption key needed to decrypt the file. Today's launch emphasizes Puzzel's commitment to protecting customer data and support with compliance with external GDPR legal requirements.
Puzzel Risks and Challenges
Enhance its product portfolio will be crucial for its future success.
Puzzel Ecosystem, Partners, Resellers and SI
Puzzel is headquartered in Oslo, Norway with offices in the UK, Sweden, Denmark, Finland and Bulgaria, Puzzel is passionate about delivering innovative solutions for solving customer interactions.
Among its consulting partners are: Numeric Futures, HGS - Hinduja Global Solutions. Among its Reseller Partners are: Power Dial, SCS, Intercity technologie, Verzion, OneSource, Difference. And among its technology partners are: Verint, SocialCee, Eckoh, CVloud9, Inclarity, PCIPal, Microsoft Dynamics CRM, Winorg, Simunix, Cention and many others.
Puzzel Cloud Infrastructure Insights
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Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
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