Puzzel Strengths, Domain Expertise, and Key Differentiators
Puzzel positions itself as a cloud-based contact center platform that integrates omnichannel communication with AI-driven capabilities. Its architecture supports the management of voice, email, SMS, chat, and social media within a unified interface, with interoperability across CRM systems, billing platforms, product data, and internal knowledge bases. This allows for synchronized customer interaction management and operational visibility across business units.
The company’s CX ecosystem encompasses end-to-end customer interaction management, workforce planning, and performance analytics. AI capabilities span voice bots, NLP-based virtual assistants, chatbots, speech recognition, and behavioral analytics. These components enable automation, demand prediction, and real-time insights, aligning with enterprise requirements for scalable and data-informed customer engagement.
Puzzel Recent Developments
Puzzel has demonstrated consistent growth, reporting a 20% average annual revenue increase, with a strong presence in the Nordics and UK, and recent entry into the Dutch market. This trajectory reflects a strategic focus on regional market penetration and platform expansion. From a product development standpoint, Puzzel introduced Live Share and Screen Share in May 2021, enhancing real-time collaboration capabilities within its contact center suite. Earlier, in October 2019, the company integrated AI into its platform with Agent Assist, enabling agents to access contextual data from enterprise systems and apply sentiment analysis to refine customer engagement strategies.
Puzzel Mergers and acquisitions (M&A) Activities
Puzzel has continued its inorganic growth strategy with a series of targeted acquisitions aimed at expanding its AI capabilities and functional breadth within the CCaaS market. In 2023, it acquired Danish AI firm SupWiz to strengthen its generative AI offerings, reinforcing the role of automation and personalization in customer engagement. Earlier acquisitions include the November 2022 purchase of Swedish outbound sales platform S2, integrating sales intelligence and outbound functionality into Puzzel's core customer service platform. In 2021, Puzzel acquired Vergic, a digital engagement provider, adding AI-driven live chat, video, and co-browsing capabilities to its suite. These moves align with a broader trend of consolidating communication, engagement, and workforce optimization under a unified platform, further evidenced by the acquisition of U.K.-based U-WFM, which extends Puzzel’s reach into workforce forecasting and real-time operations.
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, Puzzel WFM customers.
Puzzel Overview
Ownership: - Marlin Equity Partners
Number of Employees: 300
Functional Market: Workforce Analytics, Workforce Scheduling, Performance Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction and Real Estate, CPG, Distribution, Government, Healthcare, Insurance, Leisure and Hospitality, Manufacturing, Media, Non Profit, Oil Gas Chemicals, Professional Services, Retail, Transportation, Utility,
Puzzel Key Cloud and HCM Applications
Puzzel Contact Centre, Puzzel WFM
Puzzel HCM and Cloud HCM Applications Revenues, $M:
| Type/Year | 2023 | 2024 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| HCM Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* HCM Applications Revenues = License + Support & Maintenance + SaaS ( Hardware and Prof. Services are Excluded )
** 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:
Puzzel HCM Applications Revenues By Sub-Functional Markets, $M:
Split by Sub-Functional Markets | % of HCM Revenue in the HR Segment | 2024 HCM Revenues, By HR Segment, $M | |
Puzzel HCM Applications Revenues By Verticals, $M:
Puzzel Total and HCM Applications Revenues by Region:
| Region | % of Total Revenues | 2024 Total Revenues, $M | 2024 HCM Applications Revenues, $M |
|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe |
Puzzel Direct vs Indirect sales
| Type | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Puzzel Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Puzzel Customers
No. of Puzzel Customers: 1200
No. of Puzzel HCM Applications Customers: x
No. of Puzzel Cloud HCM Customers: 1200
No. of Puzzel Cloud HCM Subscribers: 100000
Puzzel serves over 1,200 organizations across 40 countries, including notable clients such as Currys, Domino's Pizza, Scandinavian Airlines, Capita, and Knauf UK. Its platform is utilized by over 100,000 agents daily, handling approximately 83 million customer interactions each month. Notable among its diverse customer base are organizations such as Domino's Pizza, Figleaves, Ombudsman Services, HRG, Capita, HGS, Bottomline Technologies, Affinity Water, Spark, NationalGrid, Veolia, Jarden, JCB, and numerous others.
Puzzel Market Opportunities, M&A and Geo Expansions
Puzzel is well-positioned to capitalize on several market opportunities. The increasing demand for data-driven organizational design solutions across various industries presents an opportunity for Puzzel to expand its customer base.​ By integrating its platform with other enterprise systems, Puzzel can offer more comprehensive solutions to its clients.​ The company's presence in multiple countries provides a solid foundation for further international growth.
The introduction of WFM into Puzzel's product portfolio presents an opportunity to attract new customers from the HCM Market.
In May 2019, Puzzel secured a growth investment from Marlin Equity Partners, a global investment firm managing over $6.7 billion in capital. This strategic move positions Puzzel to expand its market presence and acquire new customers.
Puzzel Risks and Challenges
Despite its strengths, Puzzel faces several risks, the organizational design software market is competitive, with established players posing challenges.​ Expanding market share in regions with strong local competitors may require significant investment and adaptation.​ Rapid technological changes necessitate continuous innovation to maintain product relevance.
Puzzel Ecosystem, Partners, Resellers and SI
Puzzel operates a hybrid sales model that combines direct sales with a structured partner ecosystem, having added 55 partners over the past two years. The company's partner program is designed with flexible engagement models, allowing for varying levels of involvement without fixed commercial commitments, which supports scalability across partner types. Puzzel maintains collaborations with consulting firms such as Numeric Futures and HGS, reseller partners including Power Dial and Verizon, and a broad range of technology partners such as Verint, Microsoft Dynamics CRM, and PCIPal. Its platform’s interoperability with third-party applications, including CRM and secure payment systems, reinforces its adaptability for enterprise integration strategies.
Research Methodology
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).
For additional information on our methodologies, here's the link:
https://www.appsruntheworld.com/taxonomy
https://www.appsruntheworld.com/FAQ
