List of Puzzel U-WFM Customers
London, EC3A 7BB,
United Kingdom
Since 2010, our global team of researchers has been studying Puzzel U-WFM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Puzzel U-WFM for Workforce Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Puzzel U-WFM for Workforce Management include: Jysk, a Denmark based Retail organisation with 31000 employees and revenues of $5.53 billion, Affinity Water, a United Kingdom based Utilities organisation with 1407 employees and revenues of $394.0 million, Simply Business, a United Kingdom based Insurance organisation with 900 employees and revenues of $196.0 million, Complete Cover Group, a United Kingdom based Insurance organisation with 400 employees and revenues of $131.0 million and many others.
Contact us if you need a completed and verified list of companies using Puzzel U-WFM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Puzzel U-WFM customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Affinity Water | Utilities | 1407 | $394M | United Kingdom | Puzzel | Puzzel U-WFM | Workforce Management | 2016 | n/a |
In 2016 Affinity Water implemented Puzzel U-WFM as part of Puzzel's cloud contact centre solution across its United Kingdom customer service operations. The deployment targeted the company's large utilities contact centre and aimed to improve routing, reporting and workforce planning.
Implementation centered on Workforce Management capabilities in Puzzel U-WFM, with configuration of skills based routing, workforce scheduling and planning workflows, and reporting dashboards for operational oversight. The team configured skills taxonomies and shift templates to align channel demand with agent competencies.
The implementation reflected the organisation's historical integration of Verint WFM with Puzzel and Intelecom, enabling data exchange for forecasting and schedule adherence where that integration was present. Operational coverage focused on customer service, workforce planning and regulatory reporting functions across the United Kingdom contact centre estate.
Governance changes standardized skills definitions and reporting controls to support regulatory reporting obligations and to drive skills based routing decisions. Reported outcomes included faster resolution times and improved regulatory reporting and enhanced skills based routing.
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Complete Cover Group | Insurance | 400 | $131M | United Kingdom | Puzzel | Puzzel U-WFM | Workforce Management | 2019 | n/a |
In 2019, Complete Cover Group deployed Puzzel U-WFM, a Workforce Management application, across all customer facing sites. The deployment centralized resource modelling and a comprehensive shifts overhaul to align staffing with demand across customer contact channels.
Puzzel U-WFM was configured to support demand scheduling, forecast driven shift planning, and intraday adjustments, providing accurate forecasts to direct marketing on the best days to achieve results. Functional capabilities implemented included resource modelling, shift templates, and forecasting workflows consistent with Workforce Management, aligning agent schedules with predicted contact volumes.
Senior management was supported during the omni-channel project rollout to establish governance, change management, and operational adoption across customer facing teams. The implementation captured the need for demand scheduling and effectively placed the right staff where demand required, which improved performance by 15% and reduced abandonment rate through improved performance.
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Jysk | Retail | 31000 | $5.5B | Denmark | Puzzel | Puzzel U-WFM | Workforce Management | 2022 | n/a |
In 2022, JYSK implemented Puzzel U-WFM for Workforce Management across its European support teams, deploying the Puzzel Workforce Management module alongside the vendor's cloud contact-centre platform. The rollout targeted retail operations in Denmark and other European markets, aligning contact-centre scheduling with customer support operations across multiple countries.
The Puzzel U-WFM configuration consolidated standard Workforce Management capabilities, including forecasting, workforce scheduling, intraday management, and time and attendance configuration. The WFM instance was integrated with the existing Puzzel cloud contact-centre environment to leverage interaction and routing data, and it was connected into business intelligence workflows to improve reporting and operational analytics.
Governance changes centered on centralized workforce planning and standardized scheduling policies to create unified processes across markets, while local teams retained execution responsibility for shift adherence and intraday adjustments. Outcomes reported with this implementation included unified processes across markets, improved operational insight through enhanced BI integration, and higher customer satisfaction scores.
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Simply Business | Insurance | 900 | $196M | United Kingdom | Puzzel | Puzzel U-WFM | Workforce Management | 2019 | n/a |
In 2019 Simply Business implemented Puzzel U-WFM as a cloud Workforce Management solution for its customer service and contact centre operations in the United Kingdom, deploying the application to improve forecasting, scheduling and real-time adherence. The deployment targeted contact-centre workforce planning and day-to-day adherence monitoring and delivered measurable improvements within two weeks.
Puzzel U-WFM was configured to provide demand forecasting, staff scheduling and live adherence dashboards, aligning shift patterns and rota reviews with contact-volume projections. The implementation emphasized forecast-driven schedule creation and real-time adherence controls, enabling supervisors to trigger proactive shift changes and rota reviews through the Workforce Management functionality.
Operational coverage focused on customer service teams in the United Kingdom, with the Workforce Management implementation increasing agent engagement and enabling more responsive roster adjustments. Governance changes included embedding adherence monitoring into supervisor workflows and instituting routine rota review processes, which together supported faster, more efficient service to customers.
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